Information for Families
Using an Advocate or Support Person
At My Therapy Space we want every client and family to feel heard, supported and confident when working with our service. This policy outlines the role of advocates and how they can be involved.
Our Commitment
Clients and families are welcome to have an advocate, support person or representative involved at any time. This includes during therapy sessions, assessments, goal setting, planning meetings, reviews, transitions and when providing feedback or making a complaint.
What is an Advocate?
An advocate is someone who supports a person to express their views, understand information and make decisions. This may be a family member, friend, support coordinator or an independent advocacy service.
How We Work with Advocates
- We welcome advocates as part of the team around the participant
- We communicate openly and respectfully with advocates
- With consent, we share relevant information to support the participant’s goals and preferences
- We include advocates in meetings and planning where requested
Consent and Privacy
We will always seek the client’s or family’s consent before sharing information with an advocate. Privacy and confidentiality are maintained at all times.
Accessing an Advocate
If a family would like support from an advocate, we can provide information about available advocacy services to help them make an informed choice.
Our Approach
We recognise that advocates can play an important role in helping clients and their family feel confident, understood and supported. We value their contribution and work collaboratively to ensure the family’s voice remains central in all decision-making.
Making a Complaint
At My Therapy Space, we are committed to providing high-quality, supportive care for every child and family. If something hasn’t felt right, we genuinely want to hear about it. Your feedback helps us learn, grow, and ensure we’re providing the best possible support.
Step 1: Let Us Know
You can share your concern in a way that feels most comfortable:
- Speak directly with your therapist
- Email or call our admin team
- Contact one of our Directors or our practice manager
We will:
- Listen carefully and respectfully
- Thank you for bringing it to our attention
- Acknowledge your concern within 24 business hours
You are always welcome to have a support person or advocate involved at any stage of the complaints process. This might be a family member, friend, support coordinator, or another professional.
We are very happy to communicate with your advocate (with your consent) and work together to ensure you feel supported, heard, and comfortable throughout the process.
Step 2: We Review Your Concern
Once we receive your complaint, we will make sure it is directed to the right person and we will review the information thoughtfully and confidentially.
- Appointments, invoicing, or admin concerns → Practice Manager
- Therapy, therapist, or clinical concerns → Directors or Clinical Lead
Step 3: Working Towards a Solution
We aim to:
- Understand what has happened from all perspectives
- Communicate openly and honestly with you
- Identify practical steps to resolve the issue
Where appropriate, we will apologise and make changes to improve your experience.
Step 4: Follow Up
We will keep you updated and aim to provide a response within 2–5 business days (or sooner where possible). We’ll also check in with you to ensure:
- Your concerns have been addressed
- You feel comfortable with the outcome
Step 5: Learn and Improve
Every piece of feedback helps us grow. We will:
- Reflect on what happened
- Make improvements to our systems or supports where needed
- Share learnings with our team to prevent similar issues in the future
Our Commitment to You
- Your concerns will always be taken seriously
- You will be treated with respect and understanding
- All information will be handled confidentially
- We will do our very best to work with you towards a positive outcome
If you ever feel unsure about raising a concern, please know — we truly welcome it. Open communication helps us partner with you in the best way possible for your child.
Creating a Safe and Inclusive Space for Everyone
At My Therapy Space, we are passionate about creating a space where every child, family and team member feels safe, respected and valued.
We welcome and celebrate diversity in all its forms — including culture, identity, family structure, ability and communication.
Our Approach
We are a neurodiversity-affirming practice and understand that children are still learning about the world, including how their words and actions impact others.
Our therapists will:
- Support children to learn kind and respectful ways of communicating
- Gently guide and model inclusive language
- Respond in ways that are developmentally appropriate and supportive
Our Expectations
To help create a positive environment for everyone, we ask that all families:
- Speak respectfully to and about others
- Support inclusive language and behaviour
- Work with us if we need to guide or redirect communication
If Something Comes Up
If a child uses language that may be hurtful or inappropriate:
- Our team will respond calmly and supportively in the moment
- We may pause and guide the interaction to support learning
- We may follow up with you to work together on next steps
In situations where behaviour is ongoing or more serious, we will communicate clearly and set appropriate boundaries to ensure a safe space for all.
Working Together
We believe the best outcomes happen when we work in partnership with families.
If you ever have questions, concerns, or would like support around how to talk about differences and inclusion with your child, we are always here to help.
Thank you for being part of a community that values kindness, respect and inclusion 💛