It can be hard to ask for help, but asking for help is the first step in addressing and resolving what’s troubling you. We realise you may have many questions to do with the Counselling Service and we hope to answer some of these here.
The following FAQs have been written to help you access important information about our services as quickly as possible.
If you can't find what you're looking for, please contact us.
What happens after I register?
Once your registration form has been submitted, it will processed by a member of the Counselling team.
Depending on your assessed needs, you will then be offered a consultation appointment (either face-to-face or by telephone) which will be an opportunity for us to discuss your needs with you and arrange or suggest psychological support appropriate to your current situation. You may be asked to complete online clinical measures prior to your appointment. These measures together with your registration form will inform the discussion.
We aim to contact you by email within 2 to 5 working days of receiving your online registration form. We will use your Brookes email address for all contact so please ensure that you check your inbox on a regular basis for communication about your registration with the service. If you do not reply to our email contact within 48 hours, we may assume you no longer wish to use our services and close your file.
If you need to speak to someone urgently, please make this clear on your registration form. Counselling is not an emergency service. We will book you an appointment as soon as we can, and will give you information on seeking urgent help in the meanwhile.
What if I need to change or cancel my consultation appointment?
Please try and make yourself available for the time and date offered whenever possible as requesting a different time or date may delay accessing the support you require.
If the date and time offered for your consultation are not suitable, it is very important to let us know as soon as you can, so that we can offer the time to another student.
Once we are notified of your request to change the appointment we will ask you to confirm your availability, for the next appointment. If we do not hear from you within 48 hours, we may close your file.
As our initial appointments are usually booked two weeks in advance it is important to provide us with a range of possible dates and times for several weeks into the future.
Once you have confirmed your availability, we will arrange one further appointment in accordance with your stated availability. Due to the high demand for initial appointments, we will usually be unable to rearrange this second appointment and may signpost you to external services to better suit your needs.
If you are offered face-to-face sessions, you can have up to 6 appointments with a counsellor in the academic year. Please note that if you miss an appointment without letting us know, or cancel your appointment with less than 24 hours notice this will count as one of the 6 appointments. The number of counselling sessions will not normally be extended. If you miss two sessions without prior notice we will close your file.
What if I need to speak to someone and the Counselling Service is closed?
The Samaritans operate a 24-hour telephone listening service on 116 123. You can also contact them by email: email@example.com.
If you have questions about emailing the Samaritans, including how to email anonymously, see their email information page.
If you need help urgently in an emergency, it may be best to contact your doctor.