Privacy, Discretion & Security

Privacy is central to many people considering treatment. Information about mental health, addiction, trauma, or family circumstances may affect relationships, professional responsibilities, legal matters, or public trust. The person needs to know who will receive information, why, and what control is possible.

At THE BALANCE, privacy is part of how care is organized, not an accommodation upgrade. It includes the handling of personal information, a residence not shared with unrelated treatment clients, and practical control of access and communication. In Mallorca, Campo Gran adds the physical space of a countryside estate.

Privacy is not absolute. Responsible care requires records and professional consultation, and law or safety may require disclosure in defined circumstances. Those limits should be explained honestly rather than hidden behind a promise of complete secrecy.

Clinical Confidentiality

Professionals are expected to handle information within their ethical, contractual, and legal duties. Relevant details may be shared within the care team when necessary and lawful, but being associated with the client does not create unrestricted access.

The person should understand which professionals work for THE BALANCE, which are independent, and which record or consent system applies. Independent physicians, laboratories, specialists, and hospitals may keep separate records.

The clinical framework is described on Clinical Governance and Safety.

Information Control and Authorized Contacts

At the start, the client can identify preferred contact methods and people who may receive administrative or clinical information. Permissions should be specific enough to distinguish scheduling, payment, welfare updates, treatment detail, and emergency contact.

A family member, advisor, trustee, employer, or person funding care does not automatically have access to the clinical record. Legal authority, consent, capacity, contractual role, and safety obligations are considered separately.

Permissions can be reviewed, subject to applicable law and the need to retain required records.

Communication Channels

Phone, email, messaging, video calls, forms, and secure portals carry different privacy risks. Ordinary WhatsApp or contact forms may be useful for administrative first contact but should not invite detailed clinical histories or medical records.

The team should provide an approved secure method for sensitive documents and explain what not to send through general channels. Calendar invitations and message previews should use neutral wording where appropriate.

Urgent clinical care should not depend on a channel that is not monitored as an emergency service.

Residence Access and Visitors

A residence access plan covers clinicians, personal support staff, household staff, drivers, deliveries, visitors, companions, and security professionals. The client should know the general rules without the public website exposing operational details that could weaken safety.

Visitors are not admitted simply because they are family or advisors. Clinical purpose, consent, privacy, timing, and the effect on treatment are considered. Photography and social sharing in or around the residence may be restricted.

The residence context is described on Private Residences.

Physical and Personal Security

Security needs vary. A client may have an existing protection team, concern about unwanted contact, or requirements connected to family, legal, or public responsibilities. These needs should be discussed before location and residence are confirmed.

Specialist risk assessment or protective services should be delivered by appropriately qualified providers. Clinical staff and ordinary household discretion are not substitutes for professional security capability.

Security measures should protect treatment without making the client feel detained or constantly observed. Any restriction needs a lawful and clinically appropriate basis.

Digital Security and Devices

Devices can expose location, messages, health information, or the identity of other people involved. They can also be essential for secure work and family contact. The plan may address software, location sharing, passwords, notifications, cloud backups, and who can provide specialist support.

Specialist cybersecurity is separate from ordinary residence connectivity and device support. Clients with specialized requirements may need their own authorized security professionals working within agreed residence and clinical boundaries.

Device access as a clinical matter is addressed on Working During Treatment.

The Limits of Confidentiality

Confidentiality may be limited by serious and imminent safety concerns, safeguarding, court orders, mandatory reporting, regulatory obligations, insurance or payment processes, or another legal basis. The exact rules depend on location and professional role.

The team should explain foreseeable limits early and revisit them if a concern arises. When disclosure is necessary, information should be limited to what is appropriate and the client should be informed when lawful and safe.

No website statement can override applicable law or a professional duty.

Cross-Border Information

Clients may live in one country, receive residential care in another, consult an independent specialist elsewhere, and continue care online. This can create several legal entities, record systems, and data-transfer rules.

The applicable privacy notice should identify the relevant controller, purposes, lawful bases, recipients, transfers, retention, rights, and contact. A general promise of European confidentiality is not sufficiently precise.

Formal notices and contacts belong to Policies, Privacy, Complaints and Terms.

Why We Do Not Publish Client Testimonials

Privacy does not end when treatment is completed. THE BALANCE does not use client identities, personal histories, or treatment outcomes as public marketing material. This protects former clients and reflects the same standard of discretion applied throughout treatment.

Individuals and families considering THE BALANCE can instead evaluate our approach through transparent information about our clinical model, team, governance, treatment process, suitability criteria, and continuity of care.