Frequently asked questions
If you have a query please have a look at the frequently asked questions below or contact us for support.
What is the Wellbeing Service?
We offer a range of services, from one-to-one sessions with specially trained Wellbeing Practitioners to Wellbeing Workshops, to help your individual self-development needs.
I'm unsure what to expect from contacting the Wellbeing Service
How do I register with the Wellbeing Service?
Please complete the wellbeing registration form. The registration will help us to place you within the most suitable part of the service for your needs.
If for any reason you have trouble completing the registration form, please contact the Wellbeing Service on +44 (0)117 32 86268. We are able to book an appointment face-to-face or over the telephone to help you complete the form with one of our practitioners.
What happens after I register online?
We will usually contact you via email the following working day. Please look out for the email (it will be sent to the primary email account you gave on your registration form) for further instructions about how to book your initial Therapeutic Consultation.
Sometimes we will call you after receiving your application to help you set up an appointment. If we do call you it will be from a withheld or private number.
What if I have not heard from the Wellbeing Service following registration?
If this is the case, we will welcome a call from you to set up your Therapeutic Consultation.
What is a Therapeutic Consultation?
It will also be an opportunity to discuss further services such as counselling, mental health and specialist mentoring support.
How long will it take to get a Therapeutic Consultation?
Please note that waiting times for appointments can vary depending on the time of year and your own timetable flexibility. However, you should be able to get an appointment within two weeks of applying.
If you would prefer an appointment earlier than the one offered to you, you can also ask to be placed on our waiting list for appointment cancellations.
What should I do if I need to talk to someone urgently?
Please call the Wellbeing Service on +44 (0)117 32 86268 and speak to the Administration Team to arrange a duty phone call.
You will receive a call back from one of the Duty Practitioners the same day, but please bear in mind there may be a wait for a call back depending on demand that day.
If you need to urgently talk to someone outside of business hours, please call the NHS 111 service to obtain an out-of-hours GP appointment, or call the Samaritans on +44 (0)117 983 1000 or 0845 790 9090.
Can I see a different Wellbeing Practitioner once I have started sessions?
Yes, if for any reason you would like to see a different Wellbeing Practitioner then please contact the Wellbeing Administration team who will be able to place you with a different Wellbeing Practitioner following your initial, or any subsequent, appointments.
However, we do recommend continuity of practice (seeing the same person over a period of sessions) in order to make progress.
Can I see the same Wellbeing Practitioner for all of my sessions?
If you are assessed as requiring a different service than can be offered by your current Wellbeing Practitioner, we may need to change the person you are seeing. We try, wherever possible, to judge from your registration form which service you require to avoid this.
Some of our Counsellors only work during term time; you may wish to discuss this with them if they are planning on taking leave, or not working during the summer. Our core team works throughout the summer, so you can still be seen out of term time.
What if my Wellbeing Practitioner of choice is fully booked?
If you are happy to wait a few weeks, we will schedule you in for a future appointment with your Wellbeing Practitioner of choice.
Will you share information with other departments, services, family or friends?
When you apply to the Wellbeing Service, you will sign a Privacy Statement – please read this statement for full guidance on how your information is stored.
We will not share information about your accessing the Wellbeing Service, or any content from your sessions, with other departments, services, family or friends.
If we feel sharing information would be useful, we will contact you directly to ask you to sign a consent form gaining your explicit permission to be able to do so.
In some exceptional circumstances, in which we have serious concerns about you or someone else, we are able to share information with your GP or other NHS services, guided by the British Association for Counselling and Psychotherapy (BACP) ethical framework.
Do you keep records of my sessions?
We will keep records of your sessions for up to seven academic years before they will be destroyed.
How can I give feedback on the service I receive?
If you have a complaint about our service, please contact our team in the first instance and they'll do their best to resolve it for you. Please ask to speak with the Head or Deputy Head of Service on +44 (0)117 328 6268. You may also wish to refer to the UWE Bristol Complaints Procedure.
You will be invited to take part in a short survey following each session you attend (it will take no more that 1-2 minutes) and every year we send out a satisfaction survey. You are welcome to send us your views about how we can improve the service at any point.
Will I need to complete a new registration form each academic year?
If, for any reason, you have difficulty completing the registration form, please contact the Wellbeing Service to arrange a time to complete the process with a Practitioner.
Can the Wellbeing Service write a personal circumstances (formerly called extenuating circumstances) letter to support an extension for exams or coursework?
If, however, you have been seeing a Wellbeing Practitioner for something which is affecting your studies, please contact us via email at firstname.lastname@example.org or phone +44 (0)117 32 86268 in order to request a letter in support of your application for personal circumstances.
I have finished my course; can I still access the Wellbeing Service?
Does the Wellbeing Service recommend any private practitioners?
We are able to suggest that you look at a local directory or the BACP website to find a counsellor with expertise in the area you are wishing to focus on, or you may wish to contact a local charity much as Bristol Mind.