Code of Practice
This information outlines our responsibilities and practices in respect of information on clients and explains our policies on confidentiality and data protection.
In any of these circumstances the counsellor or adviser will normally encourage the client him/herself to pass on information to the relevant person/agency. If there is no indication that this has happened, and if the crisis or danger is sufficiently acute, the counsellor or adviser may pass on the information directly.
Consent to disclose information will be sought from the client, if at all possible.
Counselling notes record background information and the issues raised and worked on in the sessions.
If a client wishes to see their file they should ask their adviser or counsellor giving two weeks notice.
In line with legal requirements an adviser's notes are kept for a period of 7 years and counselling notes for 5 years. After this time they are destroyed by shredding.
All clients using the Service will be asked to sign their form to say they have read and understood the Code of Practice on Confidentiality and Data Protection.
If you have a complaint, please tell us. In the first instance, the Head of Service will hear any complaint. We hope that this way, it can be resolved quickly, informally and to your satisfaction. If you are not happy with the way your complaint is dealt with by the Head of Service, you can use the University Complaints Procedure, which is in your Essential Information for Students handbook. If you would like a copy of the procedure, please ask at Reception.
Confidentiality
Staff of the Counselling and Advice Service will not pass on personal information about a client (including information on attendance) to anyone outside the service subject to the following exceptions:- Where a member of Counselling and Advice staff has the express consent of the client to disclose the information or data
- Where a member of Counselling and Advice staff would be liable to civil or criminal court procedure if the information was not disclosed.
- Where a member of Counselling and Advice staff believes the client is in serious danger.
In any of these circumstances the counsellor or adviser will normally encourage the client him/herself to pass on information to the relevant person/agency. If there is no indication that this has happened, and if the crisis or danger is sufficiently acute, the counsellor or adviser may pass on the information directly.
Consent to disclose information will be sought from the client, if at all possible.
Supervision
In line with their professional requirements counsellors and advisers may discuss their work with a superviser external to the service. In this process the identity of the client is not revealed. The purpose of supervision is to help the counsellor or adviser reflect on their work.Liaison and correspondence
With the express permission of the client it may be appropriate for the adviser or counsellor to liaise with or write to a third party, for example, Benefits Agency, Local Education Authority, government department, member of university administration, personal tutor or General Practitioner. In the case of telephone calls the purpose of the call will be discussed with the client prior to the call.Record Keeping and Data Protection
It is essential for counsellors and advisers to keep notes. Advice notes record the points raised by the client, and the advice and information given by the adviser. Agreed action to be taken is also recorded with details of follow up action and copies of correspondence.Counselling notes record background information and the issues raised and worked on in the sessions.
Access to notes
Under the Data Protection Act, clients have a right of access to all notes kept on them. If those notes contain references to other individuals these may not be available to the client, as protection is also granted to third parties. It will be important not just to show the notes to the client, but for the adviser or counsellor to talk to them about what their file contains and why. Some notes are in shorthand and may need explaining.If a client wishes to see their file they should ask their adviser or counsellor giving two weeks notice.
Security
All notes and records are kept securely locked within the Service.In line with legal requirements an adviser's notes are kept for a period of 7 years and counselling notes for 5 years. After this time they are destroyed by shredding.
Codes of ethics
The counsellors also adhere to British Association for Counselling and Psychotherapy Code of Ethics and Practice. Advisers adhere to UKCOSA code of ethics. Copies of this are available from the ServiceAll clients using the Service will be asked to sign their form to say they have read and understood the Code of Practice on Confidentiality and Data Protection.
Equal Opportunities Policies
The Counselling and Advice service supports and adheres to the University policies on Equal Opportunities, Race Equality, Harassment and HIV/AIDS. Copies of these are available on request.Comments, Suggestions and Complaints Procedure
We are always looking for ways to improve our service. If you have any suggestion or comment, good or bad, we would like to hear it. Please fill in one of our Suggestion slips.If you have a complaint, please tell us. In the first instance, the Head of Service will hear any complaint. We hope that this way, it can be resolved quickly, informally and to your satisfaction. If you are not happy with the way your complaint is dealt with by the Head of Service, you can use the University Complaints Procedure, which is in your Essential Information for Students handbook. If you would like a copy of the procedure, please ask at Reception.
