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Frequently asked questions

If you have a query please have a look at the frequently asked questions below or contact us for support.

What's the Wellbeing Service?

The Wellbeing Service is part of UWE Bristol’s Student and Academic Services and offers structured, appointment-based counselling, mental health support for students during their studies.

How do I register with the Wellbeing Service?

Please complete the wellbeing registration form. The registration will help us to arrange an initial appointment to plan appropriate support for you.

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.

You only need to complete our registration form once. If you have already completed the registration form during your time at UWE Bristol and wish to book an appointment, please contact us.

What happens after I register online?

We will usually contact you the following working day via email for further instructions about how to book your initial triage appointment. Please look out for the email (it will be sent to the primary email account you gave on your registration form).

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 haven't heard from the Wellbeing Service following registration?

If you have not heard from us within three to four working days of your application, please call us on +44 (0)117 32 86268 in order to set up your appointment. It may be that the invitation email wasn’t received or went to your junk folder.

If this is the case, we will welcome a call from you to set up your triage appointment.

What's a triage appointment?

A triage appointment is an initial assessment of your needs with one of our Senior Wellbeing Practitioners. The appointment will last 50 minutes and is an opportunity to talk about your current situation, set goals for yourself and plan what other support may be useful for you to access.

How long will it take to get a triage appointment?

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.

What should I do if I need to talk to someone urgently?

If you need to speak to somebody urgently, all of our wellbeing support options are detailed online.

What happens if I can't attend my appointment?

If you cannot attend an appointment for any reason we ask for at least 24 hours’ notice so that we can offer the time to another student who needs our support. If you miss an appointment or cancel with short notice and wish to book a second, our Administration Team will discuss this with you. If you miss or cancel this second appointment with short notice, you will be asked to book an appointment with the Head of Service to discuss support options.

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?

Yes, your Wellbeing Practitioner will keep notes on all of the sessions that you attend and any contact they have with you or other services. This information will be stored securely by the Wellbeing Service and will not be shared unless we have explicit consent to do so.

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?

We welcome feedback; you can help us improve by completing our anonymous feedback survey, or by contacting us via email at or phone +44 (0)117 32 86268.

You will be invited to take part in a short survey following each session you attend (it will take no more that one to two 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.

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.

Can the Wellbeing Service write a personal circumstances (formerly called extenuating circumstances) letter to support an extension for exams or coursework?

We are unable to provide supporting evidence of personal circumstances (formally called extenuating circumstances) for students who do not already attend the Wellbeing Service.

If you have been seeing a Wellbeing Practitioner or Counsellor for something which is affecting your studies, please submit your personal circumstances application and state that you have been receiving support from the Wellbeing Service. You do not need an appointment with us to request evidence.

I've finished my course. Can I still access the Wellbeing Service?

You are able to access the Wellbeing Service until the end of your final term. If for any reason you need to re-sit part of your course, you are able to access the Wellbeing Service whilst you complete your studies.

Does the Wellbeing Service recommend any private practitioners?

The Wellbeing Service is unable to make any recommendations for 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 put you in contact with local NHS services.

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