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  1. Student Counselling and Mental Health Service
  2. Mental Health team
  3. Policies and Procedures
Current students

Policies and Procedures

A list of policies and procedures relating to the Student Counselling & Mental Health Service

Lateness and Cancellation Policy

Lateness

  • If you arrive more than 10 minutes late for an appointment we may be unable to see you.  This is at the discretion of the practitioner you are booked to see.  If we are unable to see you we will reschedule your appointment.  At times of peak demand this may mean you will have to wait for 3 weeks before the next available appointment.
  • If you are running late due to unexpected circumstances please call the service on 020 7040 8094 to check if we can still see you when you arrive.

Cancellation

  • You must give us at least 24 hours' notice if you need to cancel an appointment.  48 hours' notice is preferable so we can offer the appointment to other students who are waiting for an appointment.  If you cancel a Mental Health registration appointment or Counselling assessment appointment you may have to wait up to 4 weeks at busy times for another available appointment.
  • If you cancel late or don't turn up to a Mental Health registration appointment more than once we may suggest speaking on the phone briefly or coming in for a shorter session before offering you another registration appointment.
  • If you cancel late or don't turn up to your counselling sessions these will still count towards the number of sessions you have been offered.

Students who receive Disabled Students Allowances for Specialist Mental Health Mentoring

  • If you cancel late (less than 24 hours) or do not attend your appointment on 2 consecutive occasions, you must speak to the Mental Health Co-ordinator before any further appointments can be booked.  This may involve cancelling pre-booked appointments.  We may ask for medical evidence to confirm illness as per our Mentoring Contract.
  • If you do not attend appointments without informing us, an invoice will be sent to your funding body to charge for a missed appointment.
  • If you cancel late and we are unable to reschedule another student to take up the time slot, we will send an invoice to your funding body to charge your Disabled Students Allowances.
  • If we cannot claim payment for these sessions from your funding body you may be charged for the hourly support cost which is currently 60 per hour.

Revised May 2017

Contract for Specialist Mental Health Mentoring

We agree to....

We agree to...

  • Provide specialist mental health mentoring from a qualified, DSA QAG registered practitioner.
  • Offer you the support recommended under specialist mentoring in your needs assessment
  • Respond to all enquiries in a timely manner
  • Offer you the full amount of mentoring recommended in your needs assessment
  • Meet the recommendations of the DSA QAG non-medical help framework which you will find here.
  • Let you know in advance of any alterations to your appointment
  • Offer you the next available appointment if your session is cancelled due to staff sickness

You agree to...

You agree to...

  • Set yourself long term and short term goals to work towards
  • Inform us of any difficulties requiring our input in a timely manner
  • Sign timesheets at the end of each session
  • Contact us at least 2 weeks in advance to book mentoring sessions if you don't have regular slots
  • Arrive for appointments on time (we may not see you if you are more than 10 minutes late)
  • Provide us with 48 hours' notice via phone or email if you cannot attend an appointment
  • Let us know if you are unhappy with any aspect of your support

We will...

We will...

  • Contact you if you have not attended (DNA) a session to check in with you
  • Claim a fee from your DSA allowance if 24 hours' notice is not provided
  • Request a medical note from a G.P. if you do not attend or cancel more than two sessions due to illness

Revised March 2017

Complaints and Feedback Procedure

In the first instance...

In the first instance...

  • If you wish to make a complaint about any aspect of the Student Counselling & Mental Health Service (SCMHS), you should first discuss your complaint in person with the Counsellor, Mental Health Advisor, or Specialist Mental Health Mentor that you are seeing.
  • Complaints will be handled in a professional manner and with openness to discuss your dissatisfaction with any aspect of your experience within the SCMHS.

Following this, if you are not satisfied...

Mental Health team

  • You should write to the Mental Health Co-ordinator (Lydia Pell) explaining the reason for your complaint.  You can do this via email using the relevant email address mentalhealth@city.ac.uk.
  • We will aim to respond to your complaint within 2 weeks via your preferred contact method.  We may invite you to have a phone conversation or to meet us in person to talk about your concerns.
  • If you have further complaints you can contact the Head of Service (Midge Seymour-Roots) to escalate your complaint in writing: coun@city.ac.uk.

Counselling or Reception team

  • You should write to the Head of Service (Midge Seymour-Roots) explaining the reason for your complaint.  You can do this via email using the relevant email address: coun@city.ac.uk.
  • We will aim to respond to your complaint within 2 weeks via your preferred contact method.  We may invite you to have a phone conversation or to meet us in person to talk about your concerns.

If you remain dissatisfied following this...

If you remain dissatisfied following this...

Feedback

We encourage students to send us any feedback via email for us to consider service development or to complete our feedback questionnaire.

Revised May 2017

Confidentiality

The Student Counselling & Mental Health Service form part of the Multidisciplinary team, comprised of the Student Counselling & Mental Health Service, Learning Success and the Health Centre.  All personal information held by the Multidisciplinary team is considered sensitive under the Data Protection Act (1998).  It will remain strictly confidential and will only be disclosed to relevant parties at your request and/or with your knowledge.  Multidisciplinary team staff attend external supervision, similarly bound by confidentiality.  The only exception arises where there is concern for the safety of individuals.

If you receive Disabled Student's Allowances (DSAs) for specialist mental health mentoring, you may be asked for consent for sensitive personal data processing for audit purposes.

Revised May 2017

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City, University of London

Northampton Square

London EC1V 0HB

United Kingdom

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City, University of London is an independent member institution of the University of London. Established by Royal Charter in 1836, the University of London consists of 18 independent member institutions with outstanding global reputations and several prestigious central academic bodies and activities.