What you need to know and have been asking about outpatient rehab

Here are some the questions we regularly get asked. If you have a question that is not answered here please do not hesitate to get in touch with us either by picking up the phone or by completing our Enquiry form found throughout our website.

More information

You may find some more helpful information in our PDF PDF library where you can download more detailed information about  related issues.


General FAQ

  • What is the 12-step model?

    The 12 steps are a tried and tested resource for recovery from addictive and compulsive behavioural problems. The 12-step method was originally conceived by Alcoholics Anonymous (AA) and has evolved to include other manifestations of addiction. It is a step-by-step process of letting go, understanding, forgiveness and change with support from others who suffer from the same condition. It is not the only way, but it has helped an enormous amount of people get well. Meetings are not mandatory at CHARTER but they are encouraged. If you don’t get on with them we are happy to discuss your reservations with you and establish alternative support networks.

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  • Why choose intensive outpatient programme or the after hours groups instead of residential?

    An outpatient programme is more convenient than the upheaval of residential care, and avoids the relapse risk so common in transition from residential programmes. Getting well in the context of your life means that your support is right there in your life, fostering a robust and sustainable recovery. At CHARTER you can get well without putting your life on hold. You can keep working, be at home every night and at weekends and stay in touch with your family. The support group you start your journey with, the counsellors and other contacts you make are all there to support you – and your family – in the future.

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  • How do I know if I need treatment?

    Has your life become unmanageable? Is there, in the chaos, a realisation or perhaps just a sense that there are some behaviours you go back to, again and again, in order to cope – but actually they just make you feel worse? Sometimes those repetitive behaviours have a clearly destructive impact on your life: drinking or drug taking, for example. Others, such as being obsessive around food or always aiming to please people, are more subtle. Relatives, friends and work colleagues sometimes tolerate these behaviours more easily until they begin to experience the way you are discreetly trying to control life – then relationships can start to break down. Addiction causes chaos. The damage is usually visible in the shaky or broken connections addicts have with other people. That’s why isolation is such a painful characteristic of the disease.

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Addiction FAQ

  • I love my job, why is it a problem if that’s all I want to do?

    Because you are more than what you do. You need to be able to take care of yourself as a priority so that you can choose how to spend your time.

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  • How can I stop my husband gambling?

    Sadly you can’t, and trying to will make you even more resentful. What you can do is learn more about addiction and the part you may play in enabling it. Learn about addiction as a family illness, how to be in the solution and how to detach with love. This will help you to manage better, and often paves the way for an addict to get into recovery themselves.

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  • What is addiction?

    Addiction is a disease. Thanks to recent developments in the understanding of the neuro-biological basis of addiction, we can now say this with confidence. Addiction operates in the brain, over stimulating the reward pathways so that the addict initially experiences pleasure and, crucially, avoids feeling negative emotions such as anxiety, depression, anger or perhaps a reaction to past trauma. The addict’s ability to ‘self-regulate’ (a brain function) is compromised so that managing extreme emotions or the ability to be aware of and control, for example, chemical intake, becomes almost impossible. Thus addiction manifest as an developmental vulnerability. It is not the addict’s fault that they cannot control their using, but it is their responsibility.

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Relationship FAQ

  • I get so jealous when my boyfriend even looks at another woman?

    Either he is flirting so you have just cause to feel insecure or this is your issue. If it’s the former we can look at your choices of partner and work with your patterns and self-esteem so you can fall in love with someone who knows how to care. If it’s the latter then we can help you to let go of past insecurities and experiences so they no longer dictate how you react today.

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  • I don’t know how to say NO to my family?

    Yet is it so important to be able to say NO, to have boundaries with those we love, so we don’t destroy the relationships we care most about with our resentments and obligation.

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  • What is co-dependence?

    The short answer is ‘conditional giving’. The longer answer involves looking at childhood experiences that set you up to overlook your own needs in favour of taking care of others.

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Eating disorder FAQ

  • Will I get weighed – how often?

    You will be weighed though you don’t always have to see what you weigh. Its an important part of how we help you to get well. Recovery is not about the weight, it’s about you.

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  • Will I get support around meal times?

    You will be assigned a therapist who will work closely with you around any of the concerns you may have. Although we are not in a position to monitor your food all the time, we do have supervision at lunchtimes and encourage you to use the community to support you to follow your food plan.

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  • Will I see a nutritionist?

    Yes, if you have an eating disorder or if you/we feel you need to see a nutritionist we will arrange an assessment on intake and as required throughout treatment and sometimes into your aftercare programme.

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Enquairy Section


If you think you or somebody you know needs some help you can either give us a call or complete our enquiry form and one of our team will get back to you within 24 hours.

Looking for something particular? Try our sitemap or try our very useful PDF library and download some info to keep.


We will only use your personal data to provide information you have requested from us. However, occasionally we would like to contact you to follow up or send relevant info. If you consent to us retaining your data for future please indicate your preferred method. Further information about how your data is stored can be seen here in our Privacy Policy »
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Privacy Policy

Updated May 2018

This Privacy Policy (“Privacy Policy”) is designed to help you understand how Charter Harley Street Ltd (“Charter”, “we” or “us”) collects and processes the information that you share when you use our website located at https://www.charterharleystreet.com. For purpose of the Data Protection Act 1998, the data controller of the information that you share is CHARTER HARLEY STREET LTD, 15 Harley Street, London W1G 9QQ.

Before submitting information to the Service, please review this Privacy Policy carefully. By using or accessing the Service, you accept the practices described in this Privacy Policy. If you prefer that we do not collect and process information about you, please do not provide it to us and do not access the Service.

We do not knowingly collect any Personal Information from children under 16. Where any such information is inadvertently collected, we will delete the information as soon as possible. If you believe a child under 13 has provided us with Personal Information, please contact us here (link).

1. Information We Collect
We collect the information that you share with us, including:

  • Personal Information: “Personal Information” is information that can personally identify you, such as your name, email address, telephone number and mailing address. We maintain one database to store your Personal Information and may retain it as reasonably required to serve you and operate the Service. Personal Information that we collect depends on how you use the Service. Providing your Personal Information to us is your choice.
  • General Technical Information: When you visit the Service, we may collect various categories of general technical information (“General Information”). General Information includes the date, time, length of stay and specific pages accessed during your visits to the Service. We are also working closely with third parties such as analytics and marketing services providers, and may receive aggregated and anonymised data relevant to your demographic from them that we use to target advertising based upon your interests.
  • General Information and Personal Information may be combined and/or linked to Third Party Information for the purposes described in more detail below.
  • Special Categories Personal Information: As a client of Charter, we will hold information relating to your medical treatment which is known as a special category of personal data under the law, meaning that it must be handled even more sensitively. The special categories of personal information we hold about you may include the following:
  • Details of your current or former physical or mental health. This may include information about any healthcare you have received (both from Charter directly and other healthcare providers such as GPs, dentists or hospitals [private and/or NHS]) or need, including about clinic and hospital visits and medicines administered. We provide further details below on the manner in which we handle such information.
    Details of services you have received from us
    Details of your nationality, race and/or ethnicity
    Details of your religion
    Details of any genetic data or biometric data relating to you
    Data concerning your sex life and/or sexual orientation

The confidentiality of your personal information is important to Charter. We make every effort to prevent unauthorised access to and use of information relating to your current or former physical and mental health. In doing so, Charter complies with UK data protection law, including the Data Protection Act 2018, and all applicable medical confidentiality guidelines issued by professional bodies including, but not limited to, the BACP and UKCP.

From 25 May 2018, the current Data Protection Act will be replaced by the EU General Data Protection Regulation (GDPR) and a new Data Protection Act. All uses of Charter information will comply with the GDPR and the new Data Protection Act from that date onwards.

a) Registering for the Service
If you register to use the Service, we may collect Personal Information including your name, email address, and telephone number.

b) Online Identification Tools
Like many website providers, we use your IP address to help diagnose problems with our server and provide a better web experience. Your IP address is used to help identify you and gather General Information.

We use web beacons (a.k.a. clear GIFs, web bugs or pixel tags) to personalise your experience of the Service and to generate information about Service traffic and trends. Web beacons collect General Information, such as the type of browser that you use and your IP address. Web beacons may be used alone or in conjunction with cookies; when web beacons are used with cookies, they may link General Information to Personal Information. Web beacons usually are not visible to you.

We also use session and persistent cookies for purposes like personalising the Service. A cookie is a small file stored by your internet browser on your computer. You can find more information about cookies and how to manage them at www.allaboutcookies.org.  A “session cookie” stores temporary information that is erased when you close your web browser or turn off your computer. A “persistent cookie” enables the Service to recognise you when you return to it and remains stored on your computer until you delete it. Your web browser is usually set up to initially accept cookies. If you set your browser to reject cookies, the Service will not be able to personalise the content that you see. We do not and cannot use cookies to gather other information that may be stored on your hard drive.

c) Third Party Features
The Service also may include an activity feed, social media buttons and widgets, such as the Facebook “Like” button or the “Share This” button. These features may collect and display your Personal Information, your IP address and the page you are visiting on the Service and may set a cookie to enable the feature to function properly. These features are either hosted by a third party or hosted directly on the Service and your interactions with them are governed by the privacy policy of the third party that provides the feature.

d)  Third-Party Links
We may provide links to third-party web sites that we do not own or control. We are not responsible for the information collection practices of any website that we do not own or control. We encourage you to review and understand the privacy practices of third-party websites before providing any information to or through them.

2. How Your Personal Information is Used, Processed and Disclosed
Except as specified in this Privacy Policy, Charter does not rent, sell, trade or disclose your Personal Information to any third parties without your prior consent. Charter may, however, use, process and disclose Personal Information to: 1. send information to customers about services; 2. process and collect your payments; 3. customise, analyse, adjust and improve the Service to better meet your needs; 4. provide you with important administrative information regarding the Service, such as changes to this Privacy Policy and our Terms of Use 5. prevent fraud and other prohibited or illegal activities; and 6. comply with potential requests for information from law enforcement or data protection agencies. 7. To comply with the ‘Mental Health Act 1983’ in relation to Charter’s duty of care to the individual, to report any event in which a client is considered to be at risk of harm to himself/herself or others.

We may use your General Information and de-identified Personal Information to prepare anonymised, aggregated data about our users (“Anonymised Data”). We may provide third parties with Anonymised Data in describing the Service to prospective partners, advertisers and other third parties, and for all other lawful purposes. As communicated to third parties, the Anonymised Data does not include any information permitting the recipient to identify, locate or contact you.

a) Third Party Service Providers
Charter employs other companies and individuals to perform functions on our behalf, such as sending postal mail and e-mail, serving ads on our behalf, providing search results and links, and processing credit card payments. These third-party service providers have access to Personal Information needed to perform their functions but may not use it for any other purpose.

b) Blogs, Reviews and Forums
The Service also may from time to time offer publicly-accessible blogs, Service reviews or forums. Any information you provide in these areas may be read, collected and used by others who access them. To request removal of your Personal Information from blogs, customer reviews or forums, please contact us here (link). Please note that in some cases we may be unable to remove your Personal Information.

c) Inviting Others
You may choose to invite someone else to use the Service by providing his or her name and email address. You must ensure that you have permission from the individual before sharing their details with us. We may use this information to send invitations to such individuals on your behalf and to track the results of such invitation referrals. Anyone who receives an email invitation to use the Service may opt out of receiving such emails in the future by following the opt-out instructions in the email. We take commercially reasonable steps to implement all opt-out requests promptly, but those who opt out may still receive communications from us as we process the opt-out request.

3. Retention of Personal Information
GDPR requires that personal information should not be held for longer than is necessary for the purpose for which it is being processed. However, it is a fundamental requirement that all of Charter’s treatment records are retained for a minimum period of time for legal, operational, research and / or safety reasons. The length of time for retaining records be 5 years.

4. Accessing and Updating Your Personal Information and Preferences

a) Modifying or Deleting Your Personal Information
If you would like to modify or delete your Personal Information, please contact us here (link) with clear instructions about what you would like to be modified or deleted. We will respond to your request promptly.

You have the right to access the information that we hold about you. Should you wish to receive details that we hold about you please contact us using the contact details under Section 7 below.

b) Changing Your Subscription Preferences
If you tell us that you do not want us to use your Personal Information to contact you, Charter will respect your wishes.

You may instruct Charter to stop sending you emails, newsletters or other information by following the ‘unsubscribe’ instructions provided in the email or by sending an email to info@charterharleystreet. Charter may, however, continue to use your Personal Information to contact you to service your account or as otherwise authorized by law. Please note that if you use more than one name or e-mail address when communicating with Charter or using the Service, you may continue to receive communications from Charter to any name and/or email address not specified in your opt-out request.

5. Security Information
We take every precaution to protect our users’ information and do not hold debit or credit card information.

6. Changes to Our Privacy Policy
We may occasionally update this Privacy Policy to reflect changes in our practices. When we post modifications to this Privacy Policy, we will revise the “Last Updated” date at the top of this web page. The modified Privacy Policy will be effective immediately upon posting on the Service. Your continued use of the Service after the posting of the modified Privacy Policy constitutes your agreement to abide and be bound by it. If we make any material change, we will notify you by email (sent to the e-mail address specified in your account) or by means of a notice on this Service prior to the change becoming effective. We encourage you to periodically review this page for the latest information on our privacy practices. If you object to any modification, your sole recourse is to stop using the Service.

7. Questions About Our Privacy Policy
If you have questions about this Privacy Policy or Charter generally, please contact us here: info@charterharleystreet.com. You can also send us physical mail to: