Terms and Conditions
This document outlines the key principles and expectations that will guide your therapy, as well as the terms and conditions relating to the service and payments.
Please read this document carefully.
Should you have any questions, do not hesitate to contact Dr Natalie Lim directly.
1. Professional Standards of Practice
1.1 Dr Lim is registered with the Health and Care Professions Council (HCPC) under the registration number PYL042412, and must comply with a range of standards of conduct, performance and ethics in order to maintain their practising registration.
1.2 It is hoped that you will never have to complain about the services provided by Dr Lim, but if you have concerns about unprofessional or unethical conduct and practice, this can be raised to the Health and Care Professions Council.
2. Confidentiality & Data Protection
2.1 Dr Lim is committed to maintaining the confidentiality of your information. However, she may disclose confidential information only under the following circumstances:
With your permission
As required by law
If instructed by a third party (e.g., Local Authority or Court)
If it is necessary to protect you from serious harm
If it is in the public interest to prevent harm to others or protect public safety
2.1.1 In such instances, Dr Lim will make every effort to notify you and discuss the matter beforehand.
2.2 Dr Lim will keep all personal and clinical information securely and is registered as a data controller with the UK Information Commissioner’s Office (ICO).
2.3 Dr Lim, trading as JoyHope Psychology, is GDPR-complaint. Please see our privacy policy for more information about how we protect your data.
2.4 If you are using health insurance to pay for your sessions, the insurer may request clinical information to justify continued coverage. In these cases, Dr Lim may provide a summary letter, which may include information about your presenting difficulties, the rationale for the number of sessions, and the therapeutic goals.
2.5 Dr Lim participates in supervision with another registered professional, to ensure ongoing quality and adherence to ethical guidelines. During supervision, your details will be anonymised to maintain confidentiality.
2.6 Occasionally, Dr Lim may request your permission to record a session. This will always be discussed with you beforehand, and your informed consent will be obtained. Recordings may be requested for the following reasons:
To ensure accurate documentation during comprehensive assessments
To provide evidence if required for court-ordered assessments or therapy
To demonstrate Dr Lim’s commitment to good practice during supervision
2.6.1 All recordings will be password-protected and deleted after their intended use.
3. Process of Therapy
3.1 Dr Lim will begin by conducting a thorough assessment of your difficulties. All assessments will be carried out in a professional and ethical manner, in line with the standards of the regulatory bodies overseeing Dr Lim’s practice.
3.2 Occasionally, Dr Lim may ask you to complete brief questionnaires to help clarify the extent of the issues you are experiencing.
3.3 During the assessment, Dr Lim will discuss your therapeutic goals, the most appropriate type of therapy, and the outcomes you hope to achieve.
3.4 If, after the initial assessment, Dr Lim determines that another therapeutic approach may better suit your needs, she will assist you in finding a therapist with the appropriate skills.
3.5 Therapy sessions typically last 60 minutes and are usually scheduled on a weekly basis, unless otherwise agreed. The number of sessions required will depend on the nature of your concerns and the treatment plan discussed.
3.6 Your progress will be reviewed regularly to determine the duration of therapy and make any necessary adjustments to the treatment plan.
3.7 Dr Lim is not available for unscheduled sessions or crisis calls. In the event of a life-threatening crisis, you agree to contact emergency services or attend a hospital emergency department. If you experience a mental health crisis that does not require immediate medical attention, you are encouraged to contact a crisis helpline.
4. Payment Policy
4.1 If you are self-funding, payment is expected to be made within 48 hours of booking your appointment, and full payment to be made 24 hours prior to the start of each session.
4.1.1 Individual remote sessions, excluding Eye-Movement Desensitisation & Reprocessing (EMDR) therapy sessions are currently charged at £120.00 for a 60-minute session. Bookings of a block of five 60-minute sessions are charged at £550.00 (£110.00 per session).
4.1.2 Individual remote sessions of EMDR are currently charged at £130.00 for a 60-minute session. Bookings of a block of five 60-minute sessions are charged at £600.00 (£120.00 per session).
4.1.3 In-person sessions may be arranged with Dr Lim, and may come at an additional cost of £20.00. Arrangement of in-person sessions must be made directly with Dr Lim and is subject to room availability.
4.2 Payments to be made via bank transfer to the following details:
Payee Name: Natalie Lim trading as JoyHope Psychology
Account Number: 85565219
Sort Code: 04-00-03
4.3 Each session will be confirmed verbally, via email or through an online booking system, and this constitutes a booking. The session will not proceed unless full payment is received 24 hours before the scheduled time.
4.4 Dr Lim is registered as a clinical practitioner with several healthcare providers including BUPA, AXA, Vitality Health, WP, Aviva and Allianz. Each provider and every healthcare plan have different rules and regulations of engagement. As the insurance policy holder, it is your responsibility to check with your insurer to confirm how much will be covered by them.
4.5 If your therapy is funded by a third party (e.g., health insurance), you must provide evidence of funding, including the number of sessions covered and the proportion of costs covered by the insurer. Dr Lim will invoice the third party directly at regular intervals during the therapy process.
4.6 If you are using a private healthcare provider to pay for all or part of the fee, you have the responsibility to pay the remainder of the fee owed. Often, there is an excess fee which is payable by the individual or employer in order to begin services.
4.7 Please note that most insurance companies do not cover missed appointments or cancellations without sufficient notice. In such cases, you will be responsible for the full cost of the missed session.
4.8 Dr Lim reserves the right to make the final decision on which private health insurance companies she will accept.
4.9 If multiple sessions are missed or cancelled without sufficient notice, Dr Lim may request a holding deposit for the full cost of one session. This deposit will be used to cover any future missed sessions without adequate notice.
5. Cancellation Policy & Ending of Therapy
5.1 Appointments are specifically reserved for you and cannot be reallocated if you fail to attend or provide late notice of cancellation.
5.2 Dr Lim requests that cancellation or rescheduling of a confirmed online appointment must be made 24 hours prior to the appointment. Failure to do so will result in the full session fee being charged, unless there is an unforeseen emergency.
5.2.1 For in-person sessions, cancellations and/or requests to reschedule or move the session online must be made at least 48 hours prior to the appointment. Failure to do so will result in the full session fee being charged, unless there is an unforeseen emergency.
5.3 You are free to withdraw from therapy at any time, and you are under no obligation to complete the agreed course of treatment. Similarly, if Dr Lim believes that therapy is no longer beneficial, she may recommend other approaches or refer you to an alternative professional.
5.4 Dr Lim will discuss the ending of therapy with you well in advance, so that you feel fully prepared. She may suggest spacing out the final sessions to help ensure you feel confident using the skills you have learned independently.
5.5 All sessions and interactions are to be conducted in a professional and respectful manner. Any threatening, abusive, or violent behaviour will result in immediate termination of therapy.