Client Terms

Your programme combines:

What your programme includes, your dates and your fees are set out in your Admission and Payment Agreement, which is prepared individually for you.

Who provides your care

How the providers work together

1. Separate licences. The Winslow is responsible for the residential phase and Promises Healthcare for the outpatient phase, each under its own licence from the Ministry of Health.

2. Clinicians. Some psychiatrists, doctors and therapists who treat you during the residential phase may be employed by Promises Healthcare. While treating you at The Winslow, they are engaged by The Winslow and act as The Winslow’s clinicians, under The Winslow’s licence and clinical governance.

3. Continuity of care. The providers share a single treatment plan and coordinate your handover from residential to outpatient care. Information is shared between them as set out in your Client Agreement and our Privacy Notice.

4. Medication. All medication given to you during the residential phase is dispensed by The Winslow. Where The Winslow does not hold a medication in stock, it may obtain it from Promises Healthcare’s pharmacy, in accordance with the law.

5. One point of contact. The Winslow is your point of contact for admission, fees and billing, and can direct any other enquiry to the right provider.

1. Arrival time. Our admissions team will help you schedule your arrival, usually between 9:00am and 5:00pm Singapore time, so that staff are available to welcome and support you.

2. Travel and health insurance. You need to arrange your own travel and health insurance before admission.

3. Your current medication. Please bring all the medication you currently take, with supporting documentation such as prescriptions or pharmacy labels, so that the clinical team can verify it. Medication you bring is not used during your stay. All medication you need during the residential phase is prescribed and dispensed by The Winslow and charged under section 4. Medication you bring is stored securely and returned to you at discharge, except high-risk medication, which is dealt with as set out in your Client Agreement.

4. Packaging. All medications, powders, foods and liquids must be in their original, unopened packaging. Items that cannot be identified are removed for safety.

5. Telling us about your health. To provide safe, appropriate and effective care, you must tell us about any medical or psychiatric condition that may affect your care, your safety or the safety of others. This includes conditions that affect mobility, communication or daily functioning, or that need significant accommodation or support. If a relevant condition is not disclosed, our ability to care for you appropriately may be limited, and additional charges may apply for the staffing, equipment or clinical supervision needed, notified to you under section 4.

Your programme and hospitality fees are set out in the Financial Counselling document and applied to you in your Admission and Payment Agreement. Your refund position is set out in your Client Agreement.

1. Payment and invoicing. All fees for the programme, including the outpatient phase delivered by Promises Healthcare, are invoiced by and payable to The Winslow. Promises Healthcare does not invoice you directly for any service included in your programme fee. An invoice is issued when you sign your Admission and Payment Agreement. Your admission date is confirmed once your Admission and Payment Agreement has been signed and full payment for the 16-week programme has been received.

2. Medication and consumables. Medication and medical consumables are not included in the programme fee and are charged per item:

3. Additional costs. You are responsible for costs that are not included in the programme fee, which are invoiced separately as they arise. These may include:

4. If someone else is paying. A paying party signs Schedule 1 of your Admission and Payment Agreement, which sets out their liability for the fees. Paying your fees does not give that person any right to information about your care. The Winslow confirms to them only what has been invoiced and what has been paid. Anything more, including whether you remain in the programme, needs your consent.

To keep The Winslow safe, respectful and supportive for everyone, you agree to the following, and to The Winslow’s house rules generally.

1. Leaving the premises. You will not leave the premises without prior written authorisation from The Winslow’s staff.

2. Other clients’ rooms. You will not enter another client’s room under any circumstances. This protects the safety, privacy and personal space of everyone in treatment.

3. Evening rest. You will return to your own bedroom by 10:00pm.

4. Prohibited items. You will not bring alcohol, illegal drugs or non-prescribed medication onto the premises. Items that may be unsafe, offensive or detrimental to others are not permitted. Personal entertainment systems such as gaming consoles are not permitted, as they can interfere with rest, recovery and participation.

5. Medication and contraband. You will not use or keep any drug, medication or related apparatus that has not been prescribed by, or on behalf of, your attending physician, and you will take prescribed medication as directed. Contraband found in your possession is removed and, where appropriate, disposed of.

6. Smoking. Smoking is permitted only on the outdoor balcony attached to your bedroom, with the balcony door closed. It is not permitted in any indoor area, shared space or anywhere else on the premises or grounds.

7. Items you order. Anything you order during your stay needs prior approval and is inspected by the treatment team. Items that are unsafe, inappropriate or unidentifiable are removed and recorded.

8. Taking part. You are expected to take part in every element of the programme, including therapy sessions, group activities, workshops, and external peer support groups such as Alcoholics Anonymous (AA) or SMART Recovery. If you decline a clinical element, this is addressed clinically and recorded. Your right to decline a specific medication or procedure is set out in your Client Agreement.

9. Recreational facilities. You may use the recreational facilities, such as the gym, sauna or ice bath, between 6:00am and 9:00pm, and not during scheduled programme activities unless the treatment team has authorised it.

10. Conduct. Everyone at The Winslow, residents, staff and visitors alike, is expected to treat one another with dignity, courtesy and respect. Physical violence, threats of violence, intimidation and harassment, including sexual harassment, are not tolerated.

11. Visitors and leave. In-person visits are not permitted during the residential phase unless the clinical team approves them in advance as part of your treatment plan. Any off-site leave must be approved in writing in advance, and may come with conditions, including accompaniment by staff.

12. Electronic devices. To support orientation, early engagement and safety, your devices are securely stored by The Winslow for the first three days of treatment. During that time the clinical team assesses and plans for any risks linked to device use. Where device use is identified as a risk to your recovery, additional safeguards are mandatory from then on. To support healthy sleep, devices are securely stored overnight between 9:30pm and 7:15am. During the day, devices are available subject to any individual arrangements agreed with the clinical team. Devices may be used only in your own room unless the Clinical Director grants an exception, and not during therapy, group sessions or workshops unless authorised. Some areas are designated phone-free zones.

13. Privacy and social media. To protect the privacy and confidentiality of every client and member of staff, taking photographs or audio or video recordings on site is strictly prohibited. You will not post about your stay, or about other clients, on social media or any public platform.

Searches of your belongings, room and person are carried out as set out in your Client Agreement. The following procedures also form part of the programme.

1. Removed items. Items that are unsafe, inappropriate or unidentifiable are removed and recorded. They are returned only if they are assessed to pose no risk to you or others. Medication is dealt with under section 3 and your Client Agreement.

2. Drug and alcohol testing. Testing is carried out as set out in your Client Agreement, to support accountability, safety and the integrity of the programme.

3. Medication management. All medication is stored, dispensed and supervised by The Winslow’s clinical team. Replacement or additional prescriptions can be arranged, but may not be identical to the originals, and are quoted and charged under section 4.

4. Medical directives. Your obligation to follow the treatment and medical directives of The Winslow’s appointed doctor or psychiatrist, and your right to decline, are set out in your Client Agreement.

5. Personal appointments. Requests for personal appointments must be made at least 48 hours in advance. Authorised appointments that need transport and an escort incur an additional cost under section 4.

During the twelve-week intensive outpatient phase, you agree to the following, and to Promises Healthcare’s policies and rules generally.

1. Arriving on time. You will arrive on time for group and individual sessions, and aim to arrive 10 minutes before a group session starts.

2. Missing a session. You will tell staff if you cannot attend a session. A session missed without at least 24 hours’ notice counts as used.

3. Planned absences. If you need to be away for a planned reason, such as business or holiday travel, you may ask to extend the outpatient phase so that you can complete the sessions you miss. Any extension must end within six months of the date you leave the residential phase. Sessions missed without 24 hours’ notice are not credited.

4. Abstinence. You commit to abstinence from all substances of abuse, including alcohol, for the duration of the outpatient phase, and to discussing any relapse with your counsellor immediately.

5. Substance-free premises. You will not bring alcohol or other drugs onto Promises Healthcare’s premises.

6. Attending sober. If you are under the influence of alcohol or other drugs, you will be asked not to attend group sessions.

7. Taking part and deadlines. You will take part fully and complete your work on time. If you have difficulty meeting a deadline, you will tell your counsellor well in advance.

8. Relationships with group members. You will not form sexual, romantic or exclusive relationships with other group members.

9. Conduct. Physical violence, threats of violence, intimidation and harassment, including sexual harassment, are not tolerated.

10. Mobile phones. You will turn off your mobile phone for all group sessions, unless the group facilitator has given you permission.

11. Smoking and vaping. Smoking and vaping are not permitted in offices, hallways or bathrooms. If you need to smoke, please go outside and dispose of cigarette ends in a bin, not on the pavement outside the building. Vaping is illegal in Singapore.

12. Food. Food is not allowed in group or individual sessions. Please plan ahead so that you have eaten before a session starts.

13. Reporting breaches. You will report any breach of these responsibilities to the appropriate member of staff, to keep the group safe and cohesive.

14. Dress. You will not wear inappropriate clothing to group sessions, including clothing with alcohol-related or other inappropriate logos or images.

15. Relapse during treatment. If you relapse while attending the outpatient phase, your continued attendance is assessed individually, taking into account your willingness to accept increased support and your commitment to abstinence. You may be asked to sign an abstinence and behavioural contract. The final decision rests with the Promises Healthcare clinical team.

16. Refunds. Fees are not refunded because treatment is incomplete, except as set out in your Client Agreement.

Confidentiality is essential to effective group therapy. The guiding rule is: what is said in group, stays in group. So:

Breaching group confidentiality undermines the trust of the group and may be addressed clinically. In serious cases, it may lead to discharge from the programme.

Taking part in recreational, sporting or physical activities, such as using the gym, is voluntary, and you choose to take part at your own risk. The medical and therapeutic elements of your programme are prescribed as part of your treatment plan and are not voluntary activities in this sense.

Where a provider arranges transport for you, including to or from authorised appointments, to collect medicine, or for a transfer to a hospital or other receiving facility, the liability terms in your Client Agreement apply to that transport.

You name an emergency contact in your Client Agreement. If you lack the mental capacity to make a treatment decision, within the meaning of the Mental Capacity Act 2008, the provider responsible for your care will consult your emergency contact, or any donee you have appointed under a Lasting Power of Attorney, about that decision. If they cannot be reached and an urgent decision is needed, the provider will act in your best interests.

The programme is voluntary. None of the rules in these terms gives either provider any power to detain you. They are conditions of remaining in the programme, and the consequence of not meeting them is discharge under paragraph 4, not confinement.

1. Choosing to leave. It is your right to choose whether to continue treatment. If you decide to stop, the provider then responsible for your care will give you referral options to other providers, both inpatient and outpatient, while recommending that you continue at the level of care your physician or therapist has advised. If you leave after completing the residential phase, your Client Agreement sets out what happens to any unused outpatient sessions.

2. Leaving against medical or staff advice. If you leave against medical or staff advice, or leave without telling staff and your whereabouts are unknown, your emergency contact will be told. Leaving treatment carries risks, including the risks of continued substance use. Your Client Agreement sets out the position on fees.

3. Planning for after you leave. Given those risks, we encourage you to speak with your therapist about a continuing-care or crisis plan, recovery resources such as AA, NA or SMART Recovery, and any relevant harm-reduction options.

4. Discharge by a provider. The provider then responsible for your care may end your participation in the programme where:

Except where immediate discharge is needed to protect someone’s safety, the provider will first raise the matter with you, explain what needs to change, give you a reasonable opportunity to address it, and record that it has done so. A decision to discharge is taken by the provider’s Clinical Director or a designated senior clinician.

On discharge, the provider will not leave you without care. It will give you a discharge summary, a supply of or prescription for any medication you need to continue safely, and referral options at an appropriate level of care. If you travelled to Singapore for treatment, it will also give you reasonable help in arranging onward travel. Your emergency contact is told where you have consented in your Client Agreement, or where the law allows it, as set out in our Privacy Notice.

We are committed to a safe, respectful and responsive treatment environment. As a client, you have the right to:

How to raise a concern

1. With us first. Please raise the matter with The Winslow team, in person or by email at feedback@thewinslow.com.sg. We will acknowledge it and aim to address it promptly and appropriately. If it relates to clinical care, or remains unresolved, it may be escalated to the Clinical Director or a designated senior clinician for review.

2. Externally. If you are not satisfied with our response, you may take the matter to the relevant regulator, including the Ministry of Health, Singapore. Concerns about personal data can also go to the Personal Data Protection Commission, as set out in our Privacy Notice.

All concerns and complaints are handled with care and confidentiality, and in accordance with the applicable regulations.

Promises Behavioural Health Centre Pte. Ltd. is licensed by the Ministry of Health under the Healthcare Services Act 2020 to provide an outpatient medical service under the business name “The Winslow”. It holds one licence for each approved mode of delivery, each valid until 23 May 2028:

Promises Healthcare Pte. Ltd. is licensed by the Ministry of Health under the Healthcare Services Act 2020 to provide an outpatient medical service:

Our teams follow the applicable professional and ethical standards. Sexual intimacy with a client is never appropriate and is strictly prohibited. Non-professional relationships between clients and staff, including social or business dealings, loans and the exchange of gifts, are not permitted. Details of the credentials of named clinicians are available on request.