CONFIDENTIAL PRIVATE REHABILITATION
We understand what is at stake for those in our care.
You are our guest and your trust in us is paramount.
We recognise that there are various thresholds of trust to be satisfied prior to any admission. One of the primary thresholds is an understanding of how we manage your confidentiality.
We take meticulous and ever evolving measures to shield your identity, location and confidentiality.
Many of our clients have spent years, sometimes decades, managing the gap between who they are required to be and what they are privately carrying.
The idea of seeking help, and of being seen to seek it, can feel more perilous than the issue they are seeking help for.
We understand this completely. One of Istana’s founding principles is the requirement that no one outside a small and trusted circle need ever know that you came to us.
For our clients, a promise without specifics is insufficient.
What follows are the operational details of how these measures are implemented.
Personal & Operational Confidentiality
Istana is operationally structured to ensure that your time with us leaves no trace.
Your name
Only senior management and the primary clinical team are aware of your full name. All other personnel know you by first name only.
Your NDA, or ours
All Istana personnel are vetted and bound by our NDA prior to engagement.
You are welcome to provide your own NDA, this will be signed and returned prior to your arrival.
Your residence, vehicles and movement
Our villas bear no signage, no branding and no indication that they are anything other than a luxury private villa.
Our vehicles are discreet and unbranded. Out of villa bookings, reservations and appointments are made in the name of Istana personnel.
Your support team brief
Before your arrival, your support team receives a brief designed to effectively serve you without disclosing sensitive clinical or personal information.
After you leave
On departure, all internal communications relating to your stay are erased. There is no remaining digital or paper trail connected to you.
Clinical & Medical Confidentiality
What is shared and what is not
No clinical or medical records, results, procedures or interventions are shared with anyone outside your clinical team without your explicit consent.
Before arrival you can connect us with your home practitioners. This allows our clinical team to be informed and prepared. You are under no obligation to provide this consent.
Psychotherapy
Everything discussed in your psychotherapy sessions remains between you and your psychotherapist. Trust is critical and the therapeutic relationship is sacrosanct.
Your psychotherapist may occasionally ask to share non-sensitive information with the wider team. For example:”X is feeling overwhelmed today; please give her space and replace intensive activities with calming modalities for the next two days.”
Medical records
Medical records, prescription details and test outcomes are held by the medical team alone. They are not shared with any other team members unless it is clinically critical for them to know — and only with your consent.
On departure
You are given a full medical, psychiatric and psychotherapeutic report to share with your home practitioners if you wish, or to hold privately if you prefer.
You may also request to view any record of clinical information and ask that it be deleted, within the confines of applicable local law.
The reason this matters
We are specific about all of the above because we know that, for the people we work with, a general reassurance of confidentiality is not enough.
The question is not ‘do you have a privacy policy?’ The question is: ‘if I come to you, is there any realistic way that anyone could find out?’
We have designed the entire operational architecture of Istana to make that as close to impossible as human ingenuity can achieve. Not merely contractually unlikely but structurally improbable.
No known addresses. No signage. First names only. Erased records. Signed NDAs. Unbranded vehicles. Bookings in team members’ names. A brief that tells your support staff what they need to know and nothing more.
These protocols are designed to create the conditions in which trust, the most important element of all, is forged and the process of recovery can commence.
When the fear of being found out is removed, something else takes its place, sense of safety and calm.
And, maybe for the first time in years, you feel safe enough to lower your guard.
If you have questions about our confidentiality protocols that are not answered here, we welcome the conversation.
You can reach us by WhatsApp or by scheduling a confidential call.
We respond personally, promptly, and without any obligation.
