Starting counselling can feel like a big step. At Hammock Counselling, we aim to make the process as clear, supportive and transparent as possible, so you always know what to expect and why we do things the way we do.

This guide walks you through each stage of your journey with us, from booking your initial assessment through to beginning therapy with your allocated counsellor.

If you have any questions at any point, or need assistance with any part of the process, we encourage you to contact us – we are happy to support you through each step.

Step 1: Booking your initial assessment

Your journey begins by booking an initial assessment through our secure online system.

Creating your JaneApp account

When you click to book your initial assessment, you will be guided to create a JaneApp client account. This is a straightforward process and only takes a few minutes.

You will be asked to:

• Enter your name and email address
• Create a secure password
• Confirm your email address

Once your account is set up, you will be able to:

• Book and manage appointments
• Attend your counselling sessions online
• Complete forms securely
• Receive messages from your assessor and counsellor
• Access important documents such as your therapeutic agreement

JaneApp acts as a one stop system for all clinical work at Hammock Counselling. Your sessions, forms, documents and communication are all held securely in one place.

Payment for the initial assessment

Payment is taken at the point of booking.

After you have chosen your preferred time for the initial assessment and set up your JaneApp account, you will be asked to enter your card details to complete the booking.

Please make sure you have your card details with you when booking. Payment is required to confirm your assessment appointment.

Your card details are stored securely within JaneApp in line with data protection and payment security standards.

Reassurance about booking and cancellations

We understand that booking a first counselling session can feel daunting. Your initial assessment lasts approximately 45 to 60 minutes, providing enough time for you and your assessor to talk in a relaxed and supportive environment.

If your circumstances change, you can cancel or reschedule your initial assessment as long as you do so at least 48 hours in advance. This ensures fairness to our assessors and other clients while giving you flexibility if needed.

This process is designed to make your first contact with Hammock Counselling as smooth, safe and reassuring as possible.

Why we use JaneApp

We use JaneApp, a specialist practice management system designed specifically for professional healthcare and counselling services. This is not just a booking tool, but a secure clinical platform used by many quality therapy practices.

JaneApp allows us to:

• Safely store sensitive clinical information in line with UK data protection and GDPR requirements
• Keep your personal and therapeutic information confidential and securely stored
• Maintain accurate and professional clinical records
• Reduce the need for email communication, which can be less secure

Using JaneApp helps us protect your privacy while ensuring continuity and quality of care from the very first point of contact.

Once your assessment is booked and payment has been completed, you will receive a confirmation email with clear information about what happens next.

Step 2: Completing your intake form

Before your assessment, you will be invited through JaneApp to complete one short intake form.

This form helps us gather essential information and gain an initial sense of how things have been for you recently.

The information we ask for

You will be asked to provide the following details:

• Name
• Email address
• Phone number
• Address
• Emergency contact
• How you heard about Hammock Counselling

Questions about how you have been feeling

You will also be asked a small number of structured questions about how you have been feeling over the last week. These include statements such as feeling anxious or tense, feeling unable to cope when things go wrong, experiencing panic or fear, having difficulty sleeping, feeling low or hopeless, or feeling distressed by unwanted thoughts or memories.

Each question is rated on a simple scale from 0 (not at all) to 4 (most of the time). This helps us build a picture of your current level of distress and identify areas where you may need particular support.

You will be asked to indicate if you have had thoughts about ending your life. This information is taken seriously and helps us ensure your safety and provide appropriate support.

A space to tell us more

At the end of the form, there is space for you to briefly describe why you are seeking counselling at this time.

Completing this form in advance allows your assessor to focus fully on you during the assessment session itself. You can complete the form in your own time, in a private and secure space.

Step 3: Your initial assessment session

Your initial assessment is a dedicated session with one of our experienced initial assessors.

Who are our assessors

Our assessors are qualified and experienced counsellors who are trained to assess a wide range of presenting issues. They are skilled in listening carefully, sensitively and without judgement, and are a member of the Hammock Counselling team.

Their role is not to rush you into therapy, but to understand you properly.

What happens in the assessment

During the assessment, you will have space to talk about what has been going on for you, what you are hoping for from counselling, and any questions you may have about therapy or how we work.

Your assessor may ask gentle and thoughtful questions to gain a fuller picture of your needs. There is no pressure to share more than you feel comfortable with.

Step 4: Clinical review and allocation

After your assessment, your information is reviewed carefully.

We do not allocate counsellors at random. Instead, we consider your presenting concerns and therapeutic needs, any preferences you have shared, the experience and training of our counsellors, and practical factors such as availability.

This process is guided by clinical judgement rather than automation. Our aim is to match you with a counsellor who is genuinely well suited to support you, both professionally and relationally.

Step 5: Being matched with your counsellor

Once an allocation has been made, your allocated counsellor will contact you directly.

We aim for counsellors to make contact within five working days of your initial assessment. At particularly busy times, such as December and January, this may take a little longer, but we always work to ensure you are contacted as soon as possible.

What happens next

Your counsellor will introduce themselves and welcome you to Hammock Counselling. They will send you a therapeutic agreement and share access to their calendar so you can book your first session at a mutually suitable time.

The therapeutic agreement and why it matters

The therapeutic agreement sets out the foundations of your work together. It usually includes information about confidentiality and its limits, session length and frequency, fees, cancellation arrangements, and the boundaries and responsibilities of both counsellor and client.

This agreement is an important part of ethical and effective counselling. It helps create clarity, safety and trust from the outset, ensuring that both you and your counsellor are working within a shared and transparent framework.

You will be invited to read through the agreement in your own time and ask any questions before your first session.

Step 6: Your first counselling session

Your first counselling session marks the beginning of your therapeutic work together.

What the first session focuses on

The first session is usually a gentle and collaborative space where you and your counsellor begin to get to know each other. You may revisit what brought you to counselling, talk through the therapeutic agreement, and begin to explore how you would like to use your sessions.

There is no expectation to cover everything straight away. The pace of the work is guided by you.

Agreeing a regular session

At some point during your first session, you and your counsellor will discuss and agree on a regular weekly session time, or discuss shift patterns if this is relevant to you.

Once agreed, this time is block booked in your counsellor’s diary and protected specifically for you.

Why regular counselling is important

Regular sessions help to build safety, trust and continuity. They support emotional momentum between sessions and allow for deeper and more meaningful therapeutic work over time.

By protecting a consistent session time, we aim to offer reliability and containment, which can be especially important when exploring difficult or sensitive experiences.

You do not need to commit long term from the outset, but having a regular space gives counselling the best chance to be effective.

Why we work this way

Every step of our process is designed with care. We aim to provide clarity so you are not left wondering what happens next, confidentiality to protect your sensitive information, clinical integrity so decisions are made thoughtfully rather than hurriedly, and reliability through consistent and protected session times.

At Hammock Counselling, we believe that how therapy begins, and how it is held over time, really matters.

If you are considering starting counselling with us, we hope this guide helps you feel more informed, reassured and supported in taking that first step.

If you are ready to book an initial assessment, you can do so via our online booking system. If you still have questions, you are very welcome to get in touch.

Thanks all

Ed

(Hammock co-founder & private practice therapist)