Service Policies

Please find our relevant service policies and procedures below:

Wellbeing Services* are committed to the highest standards of professional practice and adhere closely to the ethical frameworks of our respective professional bodies. We aim to offer you a first-class service that meets your particular access needs. We hold the dignity and privacy of all the students accessing our support in high regard and respect the importance of confidentiality in all our dealings with you. The following explains our approach to confidentiality and related issues.

*Wellbeing Services include staff from the following teams: AccessAbility, Mental Health, Psychological Therapies, Welfare Case Workers, Residence Life team and Education Support Advisors (Welfare).

Confidentiality

It is important that you have complete confidence and trust in our services. Wellbeing Services are confidential and we protect any information about your individual circumstances that you choose to share with us. All staff in Wellbeing Services, including Student Services, Line Managers, Welfare Case Workers, Residence Life team, Euducation Support Advisors (Welfare) and external clinical supervisors, work closely as a team to ensure you receive the best support we can offer. In accordance with all relevant data protection legislation, your personal information will be treated respectfully and sensitively and only shared with other members of the Team on a “need to know” basis.


Reception and enquiry staff working at the Student Information Desk will need to access limited personal information in order to deliver initial services (for example, when making an appointment on your behalf or when responding to your telephone enquiries). There will be instances where they need to access information you share directly with advisors, mentors, counsellors, or study support tutors in order to carry out other duties (for example, when uploading information submitted as medical evidence and questionnaires you complete when you access our service, or when students request access to their notes in line with all relevant data protection legislation). Reception and enquiry staff are also bound by confidentially and treat students’ personal information respectfully and sensitively. If you do not wish to disclose any personal information at the Student Information Desk, you can request an appointment with Wellbeing Services on-line or by telephone (see Contact us).

Liaison with others

Personal information conveyed to us will not be disclosed to other University staff or external organisations without your explicit and informed written consent (other than in exceptional circumstances as outlined below). In order to help you in your studies Wellbeing Services work closely with academic and support staff across the University. We may liaise with a range of external professionals (for example: a psychologist or other health practitioner) so that we can provide integrated and effective support for students. You may withhold your permission for us to share information but this may affect the level of support the University is able to offer you. You will be asked to sign a ‘Consent to Liaise’ form, where you can confirm whom we may or may not contact.

Exceptional circumstances

There are rare instances when we are unable to maintain our commitment to confidentiality. In such circumstances we would aim to discuss with you first our reasons for considering an extension of confidentiality to include relevant others.

Exceptions to confidentiality occur when:

  • A member of Wellbeing Services has good reason to believe that you or others may be at risk of serious harm. The practitioner or advisor may believe that you are not in a position to take responsibility for your actions.
  • A member of the team would be liable to civil or criminal court procedures if relevant information was not disclosed.

In such circumstances, additional information is kept to a minimum and only disclosed to relevant others on a “need to know” basis.

How we manage your information

We keep computer-based records of all the information you provide, this includes records of written information, emails, phone conversations and face-to-face contact. This enables us to offer you a professional service and to ensure you receive appropriate advice and support. All personal and sensitive data is processed in accordance with all relevant data protection legislation.

Wellbeing Services also collect routine statistical information about each contact made which is later anonymised and analysed for audit and evaluation purposes. This information may subsequently be summarised and interpreted in a Wellbeing Services Annual Report. The utmost care is taken to ensure no individually identifiable information is disclosed.

We will keep your data on our database for 7 years, following our last year of contact with you. This is to ensure that we can support you throughout your studies and afterwards should you continue on to post-graduate study. We also have to ensure data is kept on file for compliance reasons and statistical reporting.

Should you wish to explore further any queries arising from this statement, please contact us and we will be happy to discuss these.

Contact details

AccessAbility

Wellbeing

Welfare

First Floor

Student Services Centre

The Forum

University of Exeter

Stocker Road

Exeter

EX4 4SZ

Reed Mews Wellbeing Centre

University of Exeter

Streatham Drive

Exeter

EX4 4QP

Mardon Hall

University of Exeter

Streatham Drive

EX4 4QW

Telephone: 01392 723880

Telephone: 01392 724381

Telephone: 01392 724381

AccessAbility@exeter.ac.uk

Wellbeing@exeter.ac.uk

Welfare@exeter.ac.uk

Consent to Liaise Agreement

Wellbeing Services consists of the following main support pathways: AccessAbility, Psychological Therapies, Mental Health and Welfare. Wellbeing Services respect your rights to privacy as outlined in our confidentiality statement. Wellbeing Services staff may sometimes need to liaise with other people to ensure you receive the best support. This may include staff within the University (including INTO and College academic staff) and third parties outside of the University (for example, your Access Centre, GP, or other health practitioner). 

The completion of our consent form will enable Wellbeing staff to liaise with those services or people named in order to support you effectively. Any information disclosed will be shared on a ‘need to know’ basis and will be the least amount of information needed to put the most effective support in place.

Please be aware that giving consent to liaise with parents/next of kin and third parties enables us to speak to them should they contact Wellbeing Services. Wellbeing Services does not initiate contact with third parties unless this been agreed with you prior to liaison. For more information, please see the University of Exeter’s policy on releasing information to parents and third parties.

You may withhold your permission for us to share information but this may affect the level of support the University is able to offer you. Consent to liaise agreement forms are completed each academic year so if your form is out of date, no liaison will be able to take place until you have completed a new consent form. You can withdraw your consent for liaison in writing or request a change to this agreement at any time by contacting a member of the Wellbeing team.

Exceptional circumstances clause

Wherever possible staff will seek to obtain your agreement prior to liaison, however it is acknowledged that there may be some circumstances where this is not possibleThere may be rare instances when Wellbeing Services are unable to maintain our commitment to confidentiality. In such circumstances we may need to contact relevant others such as your GP or other health professionals.

Exceptions to confidentiality occur when Wellbeing Services practitioners believe you or others may be at risk of serious harm, when there are safeguarding concerns, and/or when a member of the team would be liable to civil or criminal court procedures if relevant information had not been disclosed.

To help you get the most out of your support from Wellbeing Services, we advise you to attend all sessions agreed with your practitioner. We understand that sometimes other commitments may make attendance difficult – at the same time we want to make sure that our resources are used wisely so that others wishing to see us don’t have too long to wait. We therefore value your absolute commitment to the sessions we have booked for you, and hope you will understand our need for a procedure around non-attended sessions. 

Cancellations and no shows

We ask you to give more than 24 hours’ notice for any cancellation or request to change an appointment. We believe it is your responsibility to keep scheduled appointments, however we will also send you a text reminder the day before your appointment.

Initial appointment - No show

Should you not attend (and give us no notice), it will be your responsibility to contact Wellbeing Services to rebook another appointment. Please be aware this may result in being placed back on the waiting list. You can find our contact details on the website.

Initial appointment - Cancellation

Should you contact us to reschedule an appointment we will aim to offer an alternative appointment depending on availability.

We understand that sometimes appointments may need to be rescheduled due to other commitments; however, should you need to cancel more than two appointments, we will be in contact to discuss the suitability of our service at this time.

Ongoing appointments - No show

First time - if you miss an appointment and don’t give us notice we will contact you to check that you still intend to continue ongoing sessions. However, we leave it to you to contact the Service to confirm your next appointment. We would appreciate a response within 48 hours otherwise we may have to withdraw your sessions.

Second time – if you miss two consecutive sessions and don’t inform us, we will contact you to notify you that your sessions have been withdrawn. This decision is at a practitioners discretion. 

Ongoing appointments - Intermittent attendance

If you miss three appointments out of the total number of allocated sessions (with or without notice), we will contact you to discuss your attendance.

 

Mentoring and Specialist Study Skills

For those receiving DSA funded support, the following rules also apply:

  • If you do not attend an appointment or cancel a session with less than 24 hours’ notice, the appointment will be counted as one of your DSA funded allocated sessions.
  • You will be asked to provide a reason for any non-attendance or cancelled appointments with less than 24 hours’ notice. The University is required to provide Student Finance with this information. Student Finance  may contact you to discuss the reason for your non-attendance/cancelled appointments
  • Here is a copy of the DSA Support Agreement that you are asked to sign when you begin your support sessions

Turning up late to appointments

If you turn up to your appointment late, the practitioner may decide that there is insufficient time to complete the session. It is likely that this session will also be counted as non-attendance and may count towards your allocated number of sessions. In the case of DSA funded support this session will not be counted as non-attendance, but it will count as one of your allocated sessions.

Returning to the service

We really hope you will make best use for the support on offer at Wellbeing Services.  However, should you find that you no longer wish to access the service as previously arranged for you, you are very welcome to come back to us in the future at any time during your studies.

We hope that you will feel your contact with Wellbeing Services is positive but, if not, we welcome comments that might help us improve our services.

Initial contact

In the first instance please contact Mark Sawyer, Head of Service.

Phone: 01392 724381

Email: Wellbeing@exeter.ac.uk

We will make an initial response within 5 working days.

Unresolved issues

If you find that your issue or complaint has not been resolved through this process please follow the University of Exeter complaints procedure; this can be found on the main website under Complaints and Appeals

If you are applying for mitigation you should discuss this first with your College or Student Office who should be able to offer advice and support with regards to the application procedure. Please also see the University’s guidelines on mitigation, which has a link to the form that you need to use if you wish to apply.

If you currently receive support from Wellbeing or have done in the past, we will be happy to send a letter to your college which may be considered in support of your application for mitigation. The letter will state the dates that you attended Wellbeing services and the type of support you have been offered. 

To request a letter of attendance, you need to select the correct option from the drop-down menu when completing the mitigation form: “I wish to request evidence from the Student Health Centre, Wellbeing or AccessAbility”. You will then be sent an email with instructions about how to download the letter request form.

If you have never attended Wellbeing services we will ask that you first see your GP regarding your mitigation concerns. We will then be happy to meet with you to discuss support options.

If you are finding it difficult to cope with exams you should consult your GP in the first instance as Wellbeing Services require medical evidence in order to put specific exam arrangements in place.

It is important to note that these arrangements are temporary. If you feel that you could benefit from longer term support we would advise you to contact us for an assessment where we will be able to support you to get an Individual Learning Plan (ILP) in place for the duration of your studies. You can find out more about what this means on our pages about support available.  

Deadlines for applications for exam arrangements are noted on the examinations webpage.

If you are not currently being supported within Wellbeing Services, you should contact us prior to the deadline to ask for an 'exam arrangements appointment'.

If you are currently being supported within Wellbeing Services then your practitioner will be happy to have a conversation with you about your needs. 

Students who might incur additional costs for en-suite or studio accommodation as a direct result of a disability may be eligible for a subsidy towards those costs on disability grounds. The subsidy is only applicable to students who are applying as residents in accommodation where the University issues the contract.  For full information on this process and the criteria for application, please refer to the Accessible Accommodation webpage.

To apply for the financial subsidy, please fill out the following form and send it to Wellbeing Services:

Application Form for Accommodation Financial Subsidy

Please attach your completed form to an email and send it to wellbeing@exeter.ac.uk, or alternatively post it to: 

Reed Mews - Wellbeing Centre
University of Exeter
Streatham Drive
Exeter
EX4 4QP

‌Our advisors will aim to respond to your application within 10 working days.