The coaching programme that you are about to receive will be conducted by a fully qualified CAM Transformational Coach, Spiritual Coach and Health Coach who is a member of the ACCPH.

The Coach (Carrie Druce):

• Maintains high standards of professional and personal conduct.
• Offers CAM Transformational Coaching, Spiritual Coaching and Health Coaching which is tailored to the individual client as it pertains solely to you.
• Does NOT offer advice that is a substitute for general practitioner/medical advice or treatment.
• Refers client to general practitioner or other practitioner where necessary.
• Respects the confidentiality of the client. Personal details are kept by the coach; in accordance with the code of conduct outlined by the ACCPH and Information Commissioner's Office. Information can be passed onto another practitioner with your written consent. Any information that breaches Public Interest will be disclosed. Freedom of Information Act 2000.

The Client:

• Your programme is recommended for a limited period of time, specified by the coach.
• It is your responsibility to inform the GP about any coaching programme that you are following.
• If you are receiving medication or medical treatment, taking homeopathic or herbal medication we strongly recommend that you inform your GP or healthcare provider that you are following a coaching programme. We will confirm at the beginning of the programme that it is your responsibility to do this, as specific dietary changes or/and the use of supplements can interact with treatment or medication.
• It is your responsibility to inform the coach about any health problems, diagnoses, medication, treatment or supplements that you are taking.
• You can contact the coach who has conducted your intial consultation via the email address if you do not understand or want clarification on any area of your programme.
• I confirm I have read and understand the terms and conditions and understand there is a cancellation policy in place. I confirm I have read and agreed these notes. I have not withheld any information which may affect the course of my treatment. I can confirm all discussions and treatment has been conducted with integrity and professionalism as stipulated by ACCPH in their appropriate standards and code of conduct. A term of business leaflet has been handed to me and all affiliations and qualifications disclosed. I understand there are no specific guarantees on individual success of treatments. With certain treatments such as hypnosis and NLP I understand levels of success can only be determined by my susceptibility to these treatments and therapies, and my completion of actions agreed at the sessions. I understand No responsibility or liability is accepted by Carrie Druce for my actions or behaviour's post sessions and when working live in the field.
• I understand Carrie Druce has no responsibility for matters outside their direct control when completing live field assignments ( e.g. a live flight ) and my behaviour and actions are my own responsibility. The final decision to partake in any such live field work or exercise will always be mine and I confirm my understanding by signing this declaration.
• Payment is due in full in advance of the first coaching session in accordance with the current charging structure. Payment can be made online at the point of booking or via a payment link which will be sent to you. I understand cancellation charges will apply if appointments are cancelled within 48 hours of the appointment date. I hereby give you permission to charge for any cancellation fees that apply.
• I have read and understood the above terms of treatment and consent to progress with the coaching on these terms. Please sign and date and return this form prior to our first coaching session.

GDPR provides anew legal protection for personal information from May 2018. This tells you what personal information I, Carrie Druce hold and why, and what your rights are. Once you have read it please complete and sign the declaration at the bottom.

My registered address is: 59 Bearton Road, Hitchin, Hertfordshire, SG5 1UF. Telephone No: 07989951946. Email address: hello@carriedruce.com

The Purpose of processing Client Data

In order to provide coaching, I will need to gather and retain potentially sensitive information about your health. I will only use this information for informing coaching sessions and associated recommendations concerning aspects of health and well being, which I will offer to you.

Lawful Basis for holding and using Client Information

As a full member of the ACCPH, I abide by the Code of Practice. The lawful basis under which I hold and use your information is my legitimate interests i.e. my requirement to retain the information in order to provide you with the best possible coaching and advice.

As I hold special category data (i.e. health related information), the Additional Condition under which I hold and use this information is: for me to fulfil my role as a coach bound under the ACCPH Confidentiality as defined in the Code of Practice.

What information I hold and what I do with it

In order to give CAM Transformational Coaching, Spiritual Coaching and Health Coaching, I will need to ask for and keep information about your health. I will only use this for informing coaching treatments and any advice I give as a result of your appointment. The information to be held is:

• Your contact details
• Medical history and other health-related information (which I will take from you at and following first consultation)
• Appointment details and related notes (which I will take during and after each appointment)

I will NOT share your information with anyone else (other than within my own practice, or as required for legal process) without explaining why it is necessary, and getting your explicit consent.

How Long I Retain Your Information for

I will keep your information for the following periods: 1. 'Claims occurring' insurance: (records to be kept for 7 years after last treatment)

Your data will not be transferred outside the EU without your consent.

Protecting Your Personal Data

I am committed to ensuring that your personal data is secure. In order to prevent unauthorised access or disclosure, I have put in place appropriate technical, physical and managerial procedures to safeguard and secure the information we collect from you. I will contact you using the contact preferences you give me in relation to: 

• Appointment times
• Coaching information or information related to your health Special offers and promotions (you may unsubscribe from this at any time)

Your Rights

GDPR gives you the following rights:

• The right to be informed: To know how your information will be held and used (this notice)
• The right of access: To see records of your personal information, so you know what is held about you and can verify it.
• The right to rectification: To tell your coach to make changes to your personal information if it is incorrect or incomplete.
• The right to erasure (also called "the right to be forgotten"): For you to request your coach to erase any information they hold about you.
• The right to data portability: under certain circumstances you can request a copy of personal information held electronically so you can reuse it in other systems.
• The right to restrict processing of personal details: You have the right to request limits on how your coach uses your personal information.
• The right to object: To be able to tell your coach you don't want them to use certain parts of your information, or only to use it for certain purposes.
• Rights in relation to automated decision-making and profiling.
• The right to lodge a complaint with the Information Commissioner's Office: To be able to complain to the ICO if you feel your details are not correct, if they are not being used in a way that you have given permission for, or if they are being stored when they don't have to be.

Full details of your rights can be found at https:/fico.org.uk/for-organisations/guide-to- he-general-data-protection-regulation-gdpr/individual-rights/.If you wish to exercise any of these rights, please use the contact details given above. If you are dissatisfied with the response you can complain to the Information Commissioner's Office; their contact details are at: www.ico.org.uk

The Rights of your Coach

Please note:

• If you don't agree to your coach keeping records of information about you and your appointments, or if you don't allow them to use the information in the way they need to for appointments, the coach may not be able to work with you
• Your coach has to keep your records of treatment for a certain period as described above, which may mean that even if you ask them to erase any details about you, they might have to keep these details until after that period has passed.
• Your coach can move their records between their computers and IT systems, as long as your details are protected from being seen by others without your permission.

Declaration

I have seen this document and understand that you will hold and use my personal information, using it in order to provide me with the best possible treatment options and advice in line with the statements above.

I have received a copy of this document.

All grades of members of the ACCPH agree to the Code of Conduct and Ethics outlined below. 
1.    I Carrie Druce hereby agree fully to these rules and regulations of this code of conduct regarding my membership of ACCPH. 
 
2.    I shall always conduct my professional services with the highest propriety. 
 
3.    I shall not infringe the codes of conduct of my profession and will not engage in any conduct that would reflect poorly on my morality or that of fellow practitioners or ACCPH. 
 
4.    I shall not profess to cure any conditions presented by my clients. 
 
5.    I will never use hypnotherapy or hypnosis as a means of entertainment (e.g. Stage Hypnosis). 
 
6.    I will never take advantage of or enter into a sexual relationship with a client. 
 
7.    I will keep my client’s affairs confidential, (law of the land withstanding). 
 
8.    I shall accept that any client referred to me by a GP remains the responsibility of that GP, so agree to keep the GP or other relevant agencies informed of their patient’s progress. 
 
9.    I shall never advise clients to discontinue any treatment prescribed by a GP or any other Registered Medical Practitioner. 
 
10. I shall at all times respect the integrity of other health care professionals. 
 
11. I shall not claim to have qualifications or credentials I have not earned or offer therapy or coaching in any modality for which I do not hold a qualification. Neither shall I use designated letters to which I am not entitled. 
 
12. I will not become or remain a member of any organisation that has been found to be dangerous or fraudulent and may cause detriment to ACCPH. 
 
13. I will notify ACCPH of any unspent convictions or restrictions that prevent me working with children and vulnerable adults.
 
14. I declare that I am not suffering any mental health issues that I have not declared to ACCPH. If I develop any mental health issues I will not see any clients.
 
15. I accept the authority of the Disciplinary Committee regarding any breach of the above Code of Conduct and Ethics. I understand that the Disciplinary Committee can suspend or terminate my membership for infringement of the above Code. 
 
16. I solemnly swear to abide by this Code of Conduct and Ethics.

Scheduling/Cancellation

Every session is scheduled in advance and confirmed via automated email. Please do check your trash folder and add the email address to your list of contacts to ensure you don't miss any of my communications.

No shows, reschedule requests or cancellations received without at least 48 hours notice will be charged at full price for the missed session.

Emergencies and special circumstances will be handled on a case by case basis.

Lateness

It is your responsibility to communicate with me if you will be late for our planned appointment.

If you are late for an appointment, I reserve the right to shorten the appointment time or to cancel it in order to stay on schedule for other clients.

Refunds

Choosing the right coach is important.

If you decide after your first session you do not want to continue with the programme, a refund for the remaining sessions is available.

To receive this refund, you must notify me in writing within 24 hours after the initial charged session. Failure to do so will forfeit your opportunity for a refund.

Single sessions and Habit Hacker sessions are non-refundable.

Your right to complain
Every year Carrie Druce helps lots of people. However, every so often someone might feel unhappy about the service they have received and this is why we have a complaints procedure.
 
Unfortunately, these things happen. We know we are not perfect. But we aim to be. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps to improve our service to you. We will treat your complaint confidentially, seriously and quickly.
 
What can I do?
It is important to let us know that you are unhappy and to give us the chance to put things right. Don’t be afraid to speak to us, as we might be able to sort out the problem straight away. Otherwise, you can move to the more formal process, which is outlined next.
 
Making a complaint
There are several ways to make a complaint. You can put the information in a letter or email and send it to the following address. Alternatively you could telephone.
 
By post: Carrie Druce, 59 Bearton Road, Hitchin, Herts, SG5 1UF
By phone: 07989 951946
By email: hello@carriedruce.com
Website: www.carriedruce.com
 
Your complaint will be investigated and if it is upheld, you will get a full apology and, where appropriate, be given details of any action that will be taken to put things right within 14 working days. 
 
If you are not satisfied with the outcome, you can progress your complaint further to the Professional Body.
 
Contact the Professional Body
The Accredited Counsellors, Coaches, Psychotherapists and Hypnotherapists (ACCPH) is the Independent professional body. The key purpose of ACCPH is to safeguard the public and to act on behalf of its members.
 
Carrie Druce is registered with the ACCPH and anyone who wishes to make a complaint about a practitioner on the ACCPH register must visit the ACCPH website or contact them directly to follow their complaints procedure.
 
By post: ACCPH, 11 BizNiz Point, Crown House, Dartford, DA1 1DZ
Website: www.accph.org.uk