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Verbatim Responses

Verbatim responses to University Counselling Service Evaluation Questionnaire for academic year 05-06

Q1 First Contact with the UCS

Q1.1 How did you first make contact with the UCS?

                 03/04 04/05 05/06

In Person 39% 39% 27%

By Phone 50% 33% 20%

By Email 11% 28% 53%


  • flyers advertising the service would be good
  • the reply to emails was always quick and efficient and explained every part of the counselling process very well
  • The email address did not work. Marie Proctor’s email was less easy to find
  • I couldn’t make the initial date and the reply i got when saying this i felt the was a little abrupt and didn't make me feel very comfortable about the whole process
  • Excellent, quick friendly reply
  • This was very easy to do and the people who attended to me were very helpful
  • a very good service was offered
  • I found the address I needed fairly quickly and had a swift reply
  • Really friendly approach. Was made clear as to how I could go about applying for counselling sessions
  • The only thing I would have improved here is the waiting time for the first appointment. I was, however, kept informed of how long it was likely to be so, short of taking on more counsellors, I don't think there was anything else which could have been done
  • excellent service, seen to straight away, sympathetic and non patronizing
  • Very good response
  • Very helpful and friendly receptionist
  • It was fine
  • Does not really allow enough expression of the problem/urgency of situations
  • Although making the telephone call felt quite daunting, the telephone conversation was very helpful and caring
  • Response was prompt, but not knowing when an appointment would be available was not helpful
  • This was the best way as it was easy to start

Q1.2 What do you think to the UCS website? (first time asked)

Good 40%

Ok 35%

Poor 0%

Not seen 25%

Comments and suggestions for improvement:*

  • Everything could be a bit clearer
  • I don't have a clear memory of it [and can't go back now to refresh it!] but it gave me the information I needed and directed me to the right person to contact, so it must be basically fine
  • Perfectly adequate
  • Lots of information. Really useful to get an idea of how the sessions might work
  • It's very good, there is a lot of helpful advice
  • I thought that it was a bit difficult to find my way around it.
  • The basic information is all there and easily accessible
  • could do with being revamped
  • It was my first point of contact for the counselling service. Very good
  • the information about making a self-assessment about what you wanted from the service was very useful as it provided a framework of issues to discuss in the session, and so meant that I gained a great deal during the time
  • The links and contact information on the counselling website would be better placed near the top of the page.
  • The waiting period seems to be adjusted infrequently for someone waiting in distress and was completely off in my case. Being kept informed would have been useful. Easy to feel your request has been forgotten about.
  • I feel contact information should be on the home page, took me ages to find it
  • could have more cartoons

Q1.3 Do you think the UCS is marketed well enough (ie is enough information about the UCS easy to obtain)?

03/04 04/05 05/06

Yes 68% 54% 60%

No 32% 46% 40%

Comments and suggestions for improvement:*

  • I think it should be advertised around campus more for those who wouldn't normally consider it as an option
  • I had only accessed it on behalf of others [students] before, and was not 100% sure that it was open to staff. Probably my fault, but others may be similarly unsure. When I needed to find out, however, I got there fairly quickly
  • I only found out about this through a friend, no one told me about the service when I first arrived at Warwick
  • perhaps send an email to all new students and staff notifying them of the service?
  • I wasn't aware of the counselling service on offer until a colleague of mine told me about it
  • Needs more visibility
  • There could perhaps be more advertisement around campus, but I think that anyone who really needs to use it can find out about it easily enough if they need or want to
  • I think that, although when one enquires about UCS - in person or using the website - the availability of the service is good, a little more visibility around campus would be useful in order to make others aware of the service
  • I think that more information could be provided for students on the university counselling service
  • Maybe they could work a little bit closer with the students union to share their resources
  • I heard through a friend but until them didn't know the service existed. Was aware of nightline for example but didn't know there was any other form of counselling at the university
  • I don't recall seeing any advertising about it. I heard about it from a friend then found out more online
  • I wasn't actually on campus much this year but the counselling service pages on the website are easy to access.
  • I only found out about the service during a conversation with someone in the Senior Tutor's department. It seems that a lot of students and staff are unaware of the service, and if they know of its existence, they do not know how good it is, which is a shame
  • Possibly want to make it slightly more accessible to students with posters and the like?
  • I think that within the pre-university package that is sent to prospective students that a separate pamphlet should be provided so that students are aware of it from the start of their new term
  • I hadn't heard of it, until it was suggested to me by the health and welfare office. Perhaps flyers should be left in campus accommodation like the nightline service does
  • I only heard about it because I went to a session on stress-management, and even then I thought it was only for undergrads, not staff and mature students etc as well
  • The logo is an important way of attracting attention
  • I object to the work ‘marketed’ in this context. This is not a commodity for people to be induced to buy. It is a mental health service. I think that there is enough information available to students regarding this service
  • I didn’t hear about the service until my GP at the university told me about it. Should have a presentation for all 1st year students in beginning of each year, so that everyone will be aware of the service you are providing
  • I found no problem through a search of the uni website but when I have mentioned using the service to others they have almost all asked me where to find you. I know that sometimes when you are at a low ebb you aren’t up to being pro-active, so perhaps more posters in common rooms, toilets and cafes round campus?
  • I didn’t know anything about it until my resident tutor told me about it
  • Yes, I was aware of it when I entered university
  • I’ve never noticed any posters actually. Nightline has adverts in most toilets and I have often noticed their posters
  • Not sure if ‘marketing’ is the right term?
  • Yes, if you want counselling it’s quite easy to find. If you’re unsure posters etc aren’t very visible
  • I only heard about it through word of mouth
  • I was unaware of the service until i was told by my doctor. I think it would be very useful to have more contact with students about the service, possibly by email or some sort of poster
  • It's not marketed a lot, but it is easy to find if needed. I don't see this as being a particular problem area.
  • i knew where to go and what the service offered
  • I feel it suffers some stigma, as with any psychological service. Emphasis needs to be placed on you not having to have a psychological problem. I think some see it as if you use the service something is seriously wrong with you.
  • I was referred by the GP but I knew of it before hand, just not how to contact it
  • As a new starter last year the information was presented in the employee pack, but a year on, I can't recall having seen anything highlighted about the service to members of staff
  • nightline is everywhere
  • my department should know more about it
  • should have more stickers on loo doors

Q1.4 Does your experience of the UCS match (or even exceed) your expectation of it ( ie does it fit with what you heard/read/understood about the Service)? First time asked:

Yes 85%

No 15%

Comments and suggestions for improvement:*

  • I was surprised by the quality of the UCS; appointments were regular and very useful
  • The counselling service itself was very good but it was difficult to get an appointment
  • I thought the counselling staff (psychologists) would be more ‘active’ during counselling and give more advice. After my experience they do nothing more that listen and ask a few questions. It’s a good place to come and talk, but in my case I didn’t get any specific counselling
  • My understanding of the service was it aimed to support students, however I felt part of a long line with little individual care given. Outside of the sessions I didn’t feel there was anywhere to turn
  • Counsellor was absolutely wonderful; the sessions were incredibly useful and have allowed me to explore many issues fully. Brilliant
  • The only complaint I have is how long it took to get an appointment. For someone in real trouble this could be too long
  • It was much better than I imagined it to be
  • It exceeds all expectations I had, it has been a fantastic help
  • Hadn’t read anything about the service before first contact but was inline with expectations
  • Excellent service, completely exceeding my expectations
  • The help offered by [the counsellor] was far better than I ever imagined
  • I have received excellent help and service
  • I am very grateful for the help I received
  • I believe the service met everything I expected and helped more than I was expecting too
  • After the initial concern the counselling service exceeded my expectation in the quality of the counselling and the relaxed environment
  • it exceeded it
  • One or two sessions was not sufficient, the counsellor I saw agreed it was not but yet no further service was offered! - I understand most students go home for summer but some of us are still required to be here all summer and still need evening appointments! I feel it should be possible to fit counselling around my academic commitments on a university course and in reality this meant waiting ages and then getting very limited sessions Will try again in September if I still feel I need help!
  • Yes. I was given the sort of support that I requested, and it was well and sympathetically carried out.
  • I was expecting a more in depth approach to the sessions, I suppose I was expecting psycho-analysis rather than counselling
  • Pretty much exactly what I expected.
  • To be honest I did not know what to expect. I wasn't looking for a cure, just needed to cope, and I think talking helped
  • On the whole, I was very pleased with the counselling I received. I got on well with the counsellor and was able to make progress. I was, however, very disappointed with the way it ended. I wasn't aware that my last session would be the last until that day. I was very upset and felt somewhat abandoned. I would have liked more time to prepare for the end of the counselling
  • possibly match up counsellors to the patient's specific needs
  • After waiting for two years on an NHS waiting list, I saw a University counsellor within 9 days. The counsellor who saw me, managed to achieve my obtaining a sense of proportion and direction in my life within 2 sessions, which privately paid counsellors failed to do. I have seen 4 different counsellors and the one I saw at the University knocked spots off them
  • Excellent
  • I was very pleased with how the support and advice was not patronising. the level of service provided from the person who sent my email, to the receptionist that welcomed me, up the counsellor was of a very high standard and they were very sympathetic and supportive
  • in fact it exceeded my wildest expectations
  • I understood from the website that you needed to have a clear idea of what you wanted to get out of counselling and this message i believed to be very important.
  • I found it pretty superficial and useless in all honesty
  • exceeds, was a better more personal service than i expected
  • It fitted with what I'd read and understood about the service, and I had heard rather negative things from a friend, which turned out to be accurate. I did not find the counsellor I saw helpful, and therefore sought help elsewhere
  • The counselling I received help me make sense of my emotions which in turn helped me decide what action I needed to take. Before the counselling I was just upset and confused.

Q1.5 On your first contact with the UCS, was the response efficient and appropriate?

03/04 04/05 05/06

Yes 96% 92% 85%

No 4% 8% 15%

Comments and suggestions for improvement:*

  • I received an appointment promptly; emails proved an effective tool of communication
  • It took over a month to get an appointment, longer than the time listed on the website as the waiting period. I only got an appointment after writing to enquire
  • The service did try to accommodate all my requests
  • It took weeks before I heard anything back. The service needs to be faster. By the time I was seen I could have left uni or hurt my self more.
  • Any questions were answered very quickly and were easy to understand
  • Very good – received an email immediately acknowledging my registration
  • I sent an email to the secretary asking for an application form and I got a quick and satisfying response
  • I was informed of the high number of people using the service but was still found slots quickly and easily
  • I couldn’t make the initial date and the reply I got when saying this I felt the was a little abrupt and didn't make me feel very comfortable about the whole process
  • Yes the response was efficient, but the wait to be seen was quite long. By the time I got to the counsellor, the main issue that had been bugging me was already somewhat under control since I had taken self designed measures which seemed to help. For someone less fortunate/more desperate the wait could have been a greater difficulty
  • A quicker availability of initial appointments would be good
  • I think it could be improved by providing counselling sessions more quickly, although I realise that this be might not be possible to improve
  • It was good to have an email to let me know when an appointment would be quickly, even if the appointment was going to be further in the future, because then I knew what was happening
  • Was able to get back to me via email within hours despite what must have been a sizeable Christmas backlog
  • Long time waiting for an appointment
  • As I said before, it was just a matter of the time it took for the first appointment to be assigned. I was quite anxious to start the process
  • not clearly signposted
  • I felt as though I was going to be dealt with and that the people, especially those on reception actually cared. within ten minutes I felt like I was not alone in a sea of people and that I had people on my side
  • Excellent
  • It was a very worthwhile session, although I did feel slightly constrained by time
  • [the Departmental Secretary] was amazingly helpful
  • I guess the only room for improvement would be the waiting time but this at the time I attended could not have been avoided
  • I left feeling even more lost and confused than I did to begin with. Felt pushed into certain directions...making negatives where there were none. Guess the counsellor just wasn't on the same wavelength as myself
  • It was appropriate, everyone was really nice, but it did take ages for me to get an appointment, almost 5 weeks
  • Yes, but there was quite a long wait until I was told I had an appointment

Q2 Venue/Accommodation

Q2.1 What do you think of the location of the UCS?

03/04 04/05 05/06

Good 50% 50% 49%

OK 42% 46% 37%

Poor 8% 4% 14%

Comments and suggestions for improvement:*

  • The location of Counselling Services is a good one, as it is part of University House where most student services are located anyway, but also because it is discrete and ‘hidden’ as it were, such that going there does not involve making a public statement of it
  • A bit public
  • Very crowded place
  • The location could be more discrete. Having to walk past other departments, student reception, etc, can be off-putting
  • Very good – private, quiet, very few people walking past
  • Poor location. Old location was much better. You didn’t have to walk past everyone else in the open plan area. It didn’t put me off that much, but I’ll bet it does others, especially on first visit
  • Easy to find, I was told where it was in an email then when I got to University House it was well signed
  • A bit of a walk for most students buy not bad for those in Westwood
  • It’s a long way from central campus
  • I like the fact that its very anonymous placed in a calm environment
  • It felt a little bit shoved away in a corner, but it was convenient enough to get to and once I knew where it was, it was fine. Perhaps more signs pointing the way?
  • Discrete but not too far from central campus
  • It is a nice room and I could really relax and forget the time.
  • A little to close to people i work with but the environment was good
  • It connects the otherwise aloof University administration with the student body better
  • A little intimidating having to walk past all the help desks and into a large office with people working.
  • I felt quite uncomfortable walking past the reception desk next to the Learning grid. and again walking past after counselling, i would possibly suggest an area that has direct access if possible.
  • Location is easy to find, yet relatively secluded.
  • not ideal having to walk through unitemps area
  • Walking through a lot of desks feels uncomfortable for what is meant to be an anonymous service.
  • but only because im in the learning grid all the time anyway! but it does avoid bumping into too many people before and after
  • Good venue, but would have preferred it to be more separate from the other services in University House. I didn't really enjoy walking past lots of people after a counselling session.
  • The first time I found it was difficult to locate
  • Would prefer not to have to walk past peoples' desks to get to it. Could it possibly be in a more discreet location?
  • People sensitive about being seen to be going to the Counselling Service might welcome a few more screens and pot plants to duck behind. Personally I did not care, but this could be an issue for others.
  • Very easy to get to
  • It's a bit of out of the way. Not everyone has had any reason to go to University House before, a main campus location would be ideal.
  • It is really uncomfortable having to walk through such a busy, populated area, where there are loads of students and staff who know (with any intelligence and thought) exactly where you are going and what for. Another entrance or another way in would be far more preferable, if the location is to stay the same, but ideally it would be in a far quieter place on campus, and even somewhere that you can walk past to just 'see' what its like, and look at the information before the first session. I can't imagine many people going there to just find out about it, and its really hard to walk past so many people when you feel fine, let alone if you're not ok.
  • Suits its needs, being both easily accessible yet reasonably 'out of the way'.
  • Easy to get to and clear signposting for the counselling service.
  • It's public enough, yet nicely hidden away so you don't feel like all eyes are on you when you arrive/leave.
  • The first time I tried to find it I had difficulties. Perhaps some more signage?
  • It is well away from any academia and most students. It felt safe and confidential
  • I think that the location is appropriate, as because it is off centre from the hub of activity within central campus, it provides some privacy, which is appealing to those who may feel unsure about using the service for fear of exposure to friends etc.
  • tucked away but after you've walked past loads of people
  • Uni house is a good place for it, nice modern building
  • not keen on walking through offices

Q2.2 What did you think of the reception area (where the Departmental Secretary sits)?

03/04 04/05 05/06

Good 15% 38% 47%

OK 77% 53% 44%

Poor 8% 9% 9%

Comments and suggestions for improvement:*

  • too open plan for student who may be in distress
  • a bit public
  • could be more secluded
  • this could be more discrete and less like waiting in the dentists waiting room – it also builds up the expectation for an awful experience with the counsellor
  • I was disoriented and didn’t have any idea where I was going to begin with. Mainly due to confused open plan layout. Perhaps some bigger signs?
  • The receptionist is friendly ad offers water on the first visit. The area seems to be suitable for the receptionist, nice and spacious
  • No bins for tissues used by tearful students
  • A little bit exposed when speaking to the receptionist/secretary, but I understand the space constraints
  • A bit ‘unprofessional’ appearance
  • Relatively quiet, ample size, close to counsellors
  • A little hidden away
  • You feel you can be anonymous
  • i thought the leaflets and posters helpful and the location felt private.
  • Makes it easy to find yet at the same time is private.
  • Once there it is fine, just getting there through the desks is not good.
  • friendly secretary.
  • Bit hidden!
  • A bit squashed up, and see above about confidentiality and being seen.
  • I did not see any body the whole time I was there so I can't really comment
  • Aside from the location and the fact that its hidden away in the corner or a room full of people, it's perfectly pleasant, if a little cramped, and the layout of the chairs seems a little strange.
  • Personally, I don't care for the waiting area. The chairs are quite close together and when you're feeling depressed or anxious you don't necessarily want to sit in a group with strangers. The lack of natural light was another downside.
  • Personally, I found it to be fine, but I think that some people may wish for the reception to be in an office with a door that shuts. I would suggest this as a possible thing to consider, as when some people first approach an environment such as a counselling service, they can feel very emotional. A closed door may allow them some safety from embarrassment
  • Little bit scary to think you might bump into someone else you know there...
  • The separation of the sitting area from the other area within the learning grid provided the right level of privacy.
  • bit public
  • felt like everyone could see and i could hear the secretary
  • not very private - could the receptionist have an office

Q2.3 What do you think to the waiting area?

03/04 04/05 05/06

Good 23% 38% 40%

OK 69% 53% 52%

Poor 8% 9% 8%

Comments and suggestions for improvement:*

  • I think it should be a bit separated from the reception area.
  • It's a waiting area?! I don't suppose there is much one can do to improve it, or equally anything one needs to do to it
  • A little cramped
  • worry about people seeing me
  • once in the reception area i felt this was private.
  • quiet private area
  • My only concern was that students and staff share the same seating area and I was slightly concerned about meeting one of my students there - more concern for them than for me, since they may not want me to know that they are seeing the counsellor. I don't really see any way around this.
  • I dont like the fact that the waiting section is opposite where people what who want the access to learning fund sit to wait
  • Can be a bit cramped when there are several people waiting at once.
  • Could be larger
  • Keeping the waiting area isolated from the main public space is a good idea.
  • Calm area, which is good when you are nervous first time.
  • It feels comfortable, secluded and reassuring
  • I was asked to take a seat by the disability secretary so that's the waiting area I'm referring to.
  • I cant think of a better location, as by the time you are in the waiting area, you are hemmed in by desks, all of which have people at them, who deal with confidential matters. The only problem I see, is that it is possible for 2 people who know each other to see each other in the waiting area - but then my experience of that at another establishment has always resulted in a mutual respect for each others privacy
  • Little bit scary to think you might bump into someone else you know there...
  • public and i can hear the secretary who needs a separate office of her own
  • good there's a hidden bit
  • more reading material?
  • Could be bigger
  • The waiting area is comfortable and hospitable, including seats, drinking water, information leaflets and books
  • A bit public
  • Could be more secluded
  • Its quite intimidating
  • Quiet – good. I liked that there was water available – very calm atmosphere
  • The old one was better. Now you have two collections of chairs. Do both belong to you? Will other people be wandering by and seeing shy people sit there?
  • Nice comfortable area to sit and wait for your counsellor to arrive
  • Needs bins for tissues
  • It feels a little close when there is more than one person there.

Q2.4 What do you think of the counselling room?

03/04 04/05 05/06

Good 62% 87% 80%

OK 38% 13% 17%

Poor 0% 0% 3%

Comments and suggestions for improvement*:

  • Spacious, welcoming
  • Smokers sit on the window sill – is it completely confidential?
  • The rooms are quiet, private and pleasant
  • Lovely environment – very relaxing. Good lighting, comfortable seating
  • A large room, felt comfortable and relaxed, good lighting and a comfortable seat
  • It feels cosy
  • Could do with a water dispenser perhaps?
  • A bit dark and impersonal
  • It seems more homely and personalised than an office.
  • I thought the room was truly excellent, it felt calm and spacious, and also did not directly face the outside so it could be possible for people to look in.
  • A bit pretentious...please get rid of the bowls of stones...otherwise I hadn't too much problem.
  • comfortable
  • It felt like a self-parody of a counsellor/psychiatrist's office! The basket of shiny pebbles, and abstract painting...amusing but not comforting.
  • light. breezy, comfortable, no interruptions
  • It was hot, there was no way of opening the windows
  • No suggestions. It was fine. Very pleasant.
  • A bit hot at times
  • Fine, maybe a little clinical and sparse, but nothing is really wrong with them.
  • Again, a very calm area, with soothing lighting making you feel a lot more comfortable.
  • The room was well presented and I liked the natural light.
  • Business like, but comfortable. It felt like a professional environment and reflected the counsellor, who was business like and professional, but dressed smartly but casual - in a sense giving an impression that Hey we all have our individuality That made for a relaxed environment - sort of like going in to work on a Saturday morning without your suit.
  • Lovely atmosphere.
  • Chairs could be more comfortable!
  • although at 31 degrees it is often too hot
  • could be more regular temperature - sometimes very hot, sometimes cold
  • sometimes too hot or too cold

Q2.5 What is important for you in a counselling room?*

  • privacy, clean, warm, quiet, plenty of tissues!
  • Non-threatening environment
  • For it to be relaxing
  • Calm, quiet atmosphere and a security about confidentiality
  • Ambience
  • That it has a private atmosphere to it such that one feels comfortable talking about personal matters without fear of being heard or interrupted
  • Space and quietness
  • Sense of relaxation and welcome – ease with which you can talk with the counsellor – especially after a possible wait outside that can put you ill at ease
  • Quiet, calm, relaxing, warm
  • Current ones are nice. Nicer shape than old ones
  • Somewhere comfortable to sit, nothing too bright, a natural and relaxed setting
  • For it not to feel clinical, cold and unwelcoming
  • Confidentiality
  • Relaxing environment
  • Tissues! Was very light and airy, bright furnishings and pictures, calm surroundings absolutely vital
  • Comforting surroundings, not too clinical
  • Lights, flowers, pictures, comfortable furniture
  • Privacy mostly. Its nice to have a window and natural light. Nice to have comfortable chairs
  • A relaxing atmosphere.
  • no disturbance
  • No distractions around, quiet environment, should not be overly formal.
  • Homeliness and warmth. Not too clinical.
  • the counsellor
  • I dont know the counselling and maybe that I dont think about it - so its perfect now
  • relaxed atmosphere, spacious, comfy chairs.
  • Tissues! Not too much light.
  • for it to feel warm, welcoming and relaxing
  • to be feel at ease, peaceful and comfortable
  • That it's private and calm.
  • Calm, quiet atmosphere
  • just as it was, comfortable, airy, friendly, like sitting in your living room. Made it easier to talk
  • feel comfortable
  • A space to feel safe and able to talk about anything, somewhere uncluttered and calming.
  • Quiet. Somewhere that no one is going to see you in passing (a work colleague) as you might not want others to know you are having counselling.
  • no interruptions or outside disturbances
  • Somewhere comfy to sit where you know no-one else will be listening.
  • Feels comfortable, which it did.
  • Comfortable and relatively quiet.
  • Quiet and comfortable.
  • That its clean and uncluttered so as to not distract, comforting and warm.
  • It should be very well spaced out and have a friendly and calming atmosphere
  • feeling comfortable
  • Space, relaxed atmosphere!
  • It should be quiet, orderly and free from interruptions. I have no preferences over colour decor furniture or layout!
  • Privacy, and comfort, both of which were provided.
  • A relaxed, quiet environment
  • Clean quite nice place
  • Spacious so as not to feel trapped. Natural light helps in that respect too.
  • privacy
  • Light, warm (but not too hot), comfortable chairs, and stuff to make it seem less office-y, like plants and pictures and books and notice boards
  • A little more natural light...? Although I understand the blinds are closed for privacy.
  • Lighting and comfortable chairs
  • A relaxed atmosphere, it puts you at ease. Everything in the room worked well to reinforce this, it was very homely.
  • Peace, light, comfort
  • To feel like you are in a safe, secure but comfortable environment.
  • A good counsellor
  • Calmness and relaxation.
  • Comfortable chairs, light and airy room, hidden away from outside distraction and outside noise
  • Open space, chairs close together, relaxed atmosphere.
  • a good counsellor and windows that open
  • peace, serenity know not interrupted
  • a counsellor, a window a comfy chair


Q3 Your Counselling Experience

Q3.1 Do you feel you had to wait too long before you were offered a counselling appointment after you had registered?

04/05 05/06

Yes 42% 59%

No 58% 41%


  • unsure how long. But with no word you begin to think they’v e forgotten you!
  • It wasn’t quickly a few weeks maybe
  • I thought this was a quite a long time to wait but at the same time gave me the time to think about what i wanted to get out of counselling, but equally increased my anxiety about it all as i had more time to wait
  • Much much longer than the 26days noted on the website
  • was offered an appointment sooner but i was unable to make it
  • In my case, it was no problem to wait. But for a more pressing problem, it might have been
  • by the time I received counselling i was being treated for different issues. It would have been useful to address those while I experienced
  • I waited a very long time for an appointment I could attend, but I was offered several before I one at a convenient time. The 50 days above includes the Easter holidays
  • It must have been a particularly busy time, because in the end I was seen as a result of a cancellation - I was off work at the time and really needed some support. I suppose I was disappointed that it took so long and that in the end my Manager intervened to help get the appointment
  • Fine
  • I can't remember how long it was but that the specific situation causing trouble had passed. However, I didn't mind at all considering the number of people the counselling service have to look after
  • I was referred through my department so did not have to wait.
  • I understand that the counselling service is very busy but I did feel that the wait was a bit too long
  • this was a last minute offer of a cancellation as were the few following it and therefore I was unable to attend them, Actually took from just after xmas until easter to see someone and then as I hadn't been told that taking an appointment committed me to the same time every week I could not do any more and went back on the waiting list until 2 weeks before end of summer term and was However therefore only offered 2 sessions!
  • I registered in late February and got my first appointment in mid May. was warned that this might I was warned that this might be the case, and was prepared for the wait.
  • By the time the session became available I had already gotten over the worst of the depression I was feeling when I applied, and it was hard to remember exactly how I was feeling at that time, and why
  • I'd got to the point where I thought I was 'lost in the system'
  • I feel that an initial appointment would have been better off sooner. After three weeks the reasons for going had changed and I was less clear myself about what I wanted, this made it difficult to get what I needed from the session
  • perhaps an earlier preliminary appointment to assess severity in order to prioritise people who need immediate help. Personally, I went home for a couple of weeks and took action to feel better, so by the time I had counselling appointments, I wasn't so bad anymore. So it didn't provide immediate help with my self-harming or depression and was only useful to help me reflect on why I had done it
  • Obviously, it would be better if you could be seen very quickly - because its not something i would really use unless I felt in a position to really need it. But considering that there's probably a high demand for the service and a limited number of counsellors, personally I didn't have to wait too long
  • I found this OK as a registered right at the start of Jan and there must have been a backlog from the Xmas vacation; it other times however I might have felt this was a little too long
  • Cannot remember how long I waited but the christmas vacation was in between
  • I was surprised at how long I had to wait for a referral. I knew it would take a while to fit me in, but I was quite desperate at the time I was depressed and it was a struggle because I felt abandoned once I had made first contact. I realise its difficult, but maybe it could be improved. People often only contact the service when they reach desperation, maybe this could be approached differently.
  • five term weeks plus the christmas holiday. By the time I was seen, my situation had changed
  • Since booking the appointment I was separately advised to see a counsellor by my tutor because of issues with work. In the end it was just too late
  • I waited about three weeks for my first appointment. I know this is much faster than the NHS would be but at the time it felt like a very long time indeed
  • After waiting on an NHS waiting list for 2 years with no counselling, it appears that the service at the university has matched supply with demand. I would imagine that if someone approached the service in a state of heightened anxiety, then they would be prioritised anyway
  • Often when one resorts to counselling it requires immediate attention. The long waiting list could put others off asking for help
  • I think that people don't approach the counselling service until they really need it, and so shouldn't have to wait too long, especially if the issue is affecting studies
  • although it sneakily counts as 16 cos its business days
  • I had to go home for Xmas, and my case was not overly urgent, but the delay would have been terrible for someone who desperately needed help
  • I think I was ill between registering and being offered an appointment, so I was out of action for a while – if I had been waiting it might have seemed a long time
  • I wouldn’t want to wait much longer than 2/3 weeks
  • Thought it may be shorter but was informed that it could take longer if special requests were made
  • I applied early in the autumn term, I understand the wait would have been a lot longer in spring and know of at least one person who was discouraged from going by the long wait
  • I expected to have more of a wait as I knew how popular the counselling service is (25 days wait)
  • Ideally it would have been shorter, but I accept that the service is in great demand. Of course, with such a long waiting list I wondered if I was taking time away from other people
  • The wait may have been exceptional as I could only attend evening appointments. I had to consult my GP in the interim (21 days wait)
  • The wait was ok for me but might have been critical for someone in a crisis
  • I was pleasantly surprised that it took only a week to get an appointment since I had heard from other students that waiting times could mount up to 2-3 months. I was very satisfied (7 days wait)
  • [yes] but then you don’t have unlimited resources…< /span>
  • probably I was lucky though (10 days wait)
  • I don’t mind waiting it gave chance to think about it but sooner would have been better cos of way terms work felt like longer

Q3.2 Do you feel that the number of counselling sessions you contracted was appropriate to your needs? (first time asked)

Yes 79%

No 21%


  • I feel it was the right number and coming in with a focussed idea of what I wanted to discuss helped here.
  • my counsellor was leaving though so it wasn’t her fault
  • we agreed together on the number of sessions and i was very comfortable with the amount i was given.
  • I was very distressed/suicidal but then was too little too late.
  • had a number of regular sessions with additional ones as needed
  • I only had the initial session
  • I felt a little pressured into stopping before i felt ready.
  • I stopped going after 2 because I didn't find it helpful.
  • it only stopped as leaving uni (end of my degree) . I didn't feel rushed at all.
  • But that was mainly due to the constraints of the term/exams rather than the counselling service.
  • I was warned that only 3 would be available so the counsellor and I were able to plan to make them work to the best effect. However, I feel that a couple more would have allowed me to see whether the advice agreed on by session 3 was taking effect and sustainable.
  • I was only offered four sessions, which I didn't believe to be enough to actually get into why I was depressed, so I stopped attending.
  • No I could of done with a few more but my Counsellor was leaving
  • I wasn't offered any further sessions yet I felt that another session would have helped a lot.
  • Excellent
  • Yes - and if it wasn't I would have been able to extend the number.
  • Only had one and decided it was not for me.
  • When I discussed what i needed, I felt like the counsellor was willing to give me as much time as I needed. Therefore, i didn't feel under any pressure and when I finished my sessions, I felt ready to move on.
  • I made a lot of headway in the appointments that I was given but didn't expect them to end so abruptly. I did think that there was more work to be done.
  • Yes I do - although I would have liked to have some more, the counsellor correctly identified my actual need, but left her door open in case I needed to see her again
  • I would have been offered more if I needed, which was good. But I didn't feel that I needed more than the 5.
  • good and flexible contracting
  • good and flexible
  • yes it was flexible
  • I was initially recommended 6 sessions on a weekly basis. I was allowed more sessions if necessary
  • But then you don’t have unlimited resources
  • I initially booked 3 sessions and then always discussed the matter directly with my counsellor, such that extra sessions were booked according to what I needed or wanted
  • Very helpful
  • My counsellor allowed me as many appointments as I felt necessary. I had ample time to work through my problems
  • After 10 sessions my counsellor agreed with me that I was able to take what I had learnt and use my new skills in tackling any further problems I had
  • I needed more for my problem

Q3.3 Are you satisfied with the confidentiality policy of the UCS?

03/04 04/05 05/06

Yes 96% 98% 97%

No 4% 2% 3%


  • I do feel that the service is very confidential.
  • Permission always asked before contacting others
  • dont know enough about it
  • No particular comment. I assume it works.
  • Definitely
  • Confidentiality was extremely important to me.
  • although I am filling this form in a crowded room on a shared PC. That doesnt bother me, but might bother some others.
  • Very good.
  • all thoroughly explained as if they had thought it through thoroughly
  • seems sound
  • all taken seriously
  • no, but then you have to keep some records
  • very satisfied
  • yes, every time I had given my name out during my time at the counselling service I was always aware that its was private and confidential and would not be used in anything else

Q3.4 Would you recommend others to use the University Counselling Service, if appropriate?

03/04 04/05 05/06

Yes: 100% 100% 93%

No: 0% 0% 7%


  • I have done to a couple of people following my first visit two years ago.
  • because i believe the service to be a worthwhile experience for both students and staff at the university.
  • The waiting process and the lack of time given is frustrating, and not something I would recommend to anyone already in a position of frustration.
  • In most cases
  • Well, I can only comment on the counsellor I saw but I found them to be obsequious, irritating and unnecessarily tentative. Given that I visited and counselling service for depression, the waiting period and indeed the fact that I didn't have any idea at all how long I was going to have to wait were unhelpful.
  • some people i have spoke to about it weren’t very satisfied
  • Yes. I saw myself as 'not the sort of person that goes to counsellors' and had never sought advice before. However, I was glad that I decided to see someone in order to try to nip issues in the bud. Many of my colleagues probably share my earlier attitude, but in these testing times, if in future I become aware that someone might benefit from the sort of help that I got, I will certainly 'come out of the closet' and share my experience of how helpful it was, if it will encourage them to consider counselling.
  • Absolutely
  • I would have no hesitation in recommending a university counsellor.
  • Perhaps create a filter system, where those with more minor needs are catered for, but not with the intensity of full counselling - gradients according to needs
  • I have already recommended it highly to some people - For students, who have just left home for the first time, with different levels of maturity, some encountering big life adult experiences for the first time, some feeling like they can express their true identity for the first time - some of these people may need guidance through any emotional turmoil they experience as a result
  • Yes. I have done.
  • I have recommended the service to friends already
  • everyone should, especially management
  • why not its free
  • depends on the person and their needs
  • I would recommend the counselling service if a friend needed counselling because it is what it available to use. My recommendation would be based on the mental health of my friend, and not on the commercial viability of the service.
  • yes – I was genuinely impressed
  • I think counselling can be extremely useful for a particular type of individual and especially for students who might have various personal issues while being at university that can be dealt with in a short amount of time
  • I have told a few friends about the counselling service and they can see how it has helped me and I would definitely recommend it to anyone, I think it is a fantastic service.
  • Have done so!

Q 3.5 Generally, do you find counselling useful?

03/04 04/05 05/06

Yes: 100% 98% 90%

No: 0% 2% 10%


  • Twice I have had counselling and it was not very useful but this time I think it worked well for me.
  • It has helped me to develop further in myself
  • VERY MUCH INDEED - I don’t know what I would have done without it
  • if you can say that counselling does not finish as soon as you walk out of the room but learn how to become your own counsellor in a way then i believe that the benefits of counselling will be long lasting.
  • Maybe...I'm still sceptical too be honest. But maybe with adequate sessions it could have been a useful resource.
  • Helped me loads
  • It is good to be able to talk things over with somebody objective
  • Not the university service, but I did find other counselling extremely useful, that's how I know that the university service was not in the least helpful.
  • helped me a lot
  • I thought that it was very helpful and I would definitely tell anyone who was having problems to go.
  • I thought my counsellor handled my problem sensitively, thoughtfully and constructively. I found my sessions very useful and I am pleased that I consulted the counselling service.
  • Found it very useful hence so disappointing that only so little was available!
  • The experience of a structured discussion resulting in putting issues together that had not been put together before by me was very useful.
  • I have only had one session, and that session was useful. I do not in know about a more general sense.
  • I think I would have found university, and life, very much harder without it. It probably even saved my life, in a literal sense, and in the sense of having some quality of life as well. It enabled me to deal with a lot of things that I needed to, and helped me cope with how i was feeling, a burden that otherwise would have either been kept to myself, or shared with friends who would have struggled to deal with it. I really wouldn't be who I am or where I am now without it. Thank you.
  • I do not regret going and would consider it again.
  • It made a significant improvement to my life.
  • Very much so. When your emotions take over your rationality - its very relaxing to have someone else walk you through your anxieties and show you the end of the tunnel
  • Very much.
  • you get out what you put in
  • absolutely
  • The counsellor did not offer much advice which was what I thought would happen. Instead of it being an interactive helpful experience it was rather an uncomfortable place to talk at someone
  • I have found it to be a vital resource, to enable me to do the important work of sorting things out in the aftermath of some pretty devastating life events. No-one should feel ashamed or embarrassed, or reluctant to go
  • Counselling has helped immensely, I have discovered so much about myself and changed my life around and counselling has provided me with a foundation for tackling any future problems I may have
  • Very valuable service, especially the cognitive behavioural therapy
  • Overall excellent
  • Very helpful
  • The methods used by university counselling are very basic, such that they might be useful to some, as I said, but generally, I did not find it useful for myself as I was looking for a more comprehensive in-depth approach to personal issues (and not just short-term solution-focussed techniques)
  • Yes to a smallish extent
  • It did help to talk though things, identified one or two problems and focussed me more
  • It clarified a number of issues in my life and helped me to feel ok about myself and the way I feel. Boosted my confidence
  • It helps me confront personal issues and manage my time

Respondents were asked to complete either 3.61 (students) or 3.62 (staff) as applicable.

Q3.61 Students

Q: Do you think counselling can help:

Improve your ability to do your course? 69%

To stay on at University? 64%

Develop ‘emotional literacy and intelligence’? 65%

Manage anxiety? 90%

In life as a whole? 89%

  • It can help to shift the last pieces into place to become a more rounded person
  • I believe counselling aided to all of the above. in my own case certainly encouraged me to stay at university and in this way improved my life as a whole.
  • Well I left university - I don't know if counselling at an earlier date would have helped or not. It increased my anxiety in that I felt pushed aside and not really treated with much care/consideration.
  • helped me in all these ways
  • Many strategies offered for coping and dealing with depression by the counsellor I saw outside of the university were so helpful that they had an almost immediate effect on my depression. There were times when I was tempted to give up but the counselling I had helped me to remain at Warwick.
  • If you don't want to do your course or stay at university I don't think that counselling can 'persuade' you to stay but it can be helpful in other areas of your life.
  • It helps you question aspects of your own personality that you would otherwise not think about
  • Stress or anxiety can affect everything. If you are at the stage where what you are feeling is stopping anything else from mattering then counselling can help with everything.
  • I think counselling can, in certain circumstances, help in all of the above areas. However, I would say that counselling empowers people to make decisions about what's best for them - whether it's staying on a course or deferring for a year. My particular counsellor wasn't helpful when it came to providing techniques for relaxation - I don't know whether it was just not a part of her job?
  • Not sure about developing emotional intelligence. I have a high EQ (apparently). I suppose that counselling has in some way developed my understanding of that, in the sense of control of my emotions.
  • I felt trapped before. I feel much better now.
  • Counselling is particularly good at developing ‘emotional literacy and intelligence’
  • Manage short-term crisis, relieve from emotional build-ups that cannot be discussed in one’s social sphere, manage stress, anxiety, especially when related to academic matters. I do not think though that it can help in life as a whole for it lacks a deeper dimension in which personal issues that affect individuals over a lifetime can be uncovered and released (probably due to time restrictions, since such work will probably only be accomplished though long-term professional therapy).
  • I particularly like the constructive help that I received from [the counsellor] which helped me immensely to cope
  • Controlling my anxiety led to improved confidence in my course and in life in general
  • Counselling has helped immensely, I have discovered so much about myself and changed my life around and counselling has provided me with a foundation for tackling any future problems I may have
  • Helps me to get a different perspective on things
  • I think there is no area in your life which is not affected by your ability to cope with events in your life. Coping strategies can pervade academic work and emotional relationships and friendships, how you eat, sleep and talk to people. Understanding what lies behind your otherwise incomprehensible reactions to situations is really important and counselling can help you to do that

Q3.62 Staff

Do you think counselling can help:

Improve your ability to do your work? 35%

To stay on in your job? 25%

Develop ‘emotional literacy and intelligence’? 30%

Manage anxiety? 60%

In life as a whole? 60%


  • A very rewarding and helpful experience conducted in a highly professional way
  • Not sure what 'emotional literacy and intelligence means - if it means understanding and expressing your feelings, then yes.
  • I enjoyed the experience of being able to take control of my own narrative. Counselling is really helpful, it enabled me to gain a clearer perspective on things.
  • I am not sure if the 'you' in the responses here is a generalised 'one' sort of 'you', or a personal 'you' and thus an invitation to me to respond for my own case only. Anxiety - and behaviour traceable back to anxiety - was my problem and I was enabled to see how I got myself into the state and how I could take measures to get myself out of it. I didn't tick the the work-related boxes above because my own issues did not seem to me to be work related. At my age and stage of career, if I needed counselling to enable me to bear my job, I think the rational thing to do would be to quit the job!! For others I am sure that the 'help you to stay on in your job' would be highly relevant so if your question was a general one, you can consider that box ticked also!

Q4: Overall

Q 4.1 Indicate your overall level of satisfaction with the University Counselling Service

03/04 04/05 05/06

1 very satisfied 57% 46% 49%

2 satisfied 43% 48% 31%

3 quite satisfied 0% 4% 10%

4 dissatisfied 0% 2% 10%

5 very dissatisfied 0% 0% 0%

Q 4.2 What, in your opinion, could be improved to increase your overall satisfaction of the Service?*

  • Shorter waiting time for appointments
  • time to get an appointment and number of appointments given
  • The improvements would be the waiting time, and maybe a bit more contact in between registration and the confirmed appointment just to feel a bit more aware with what’s going on..possibly? and also the location, whilst secluded whilst there and the rooms very spacious, just the walk past the reception next to the learning grid was quite uncomfortable
  • More care...I went right to the edge while i was on the waiting list, attempting suicide. Yet I know of people using the service in the past for less serious reasons who had not to wait as long. There was no where on the application process for me to fully express my situation. Time is important for people in my situation, and I felt like the service did not have any for me
  • Decrease waiting time
  • Nothing
  • less pressure to stop before you feel ready
  • In my opinion, the counsellor I saw was not helpful, and so seeing another counsellor could have made the whole experience very different, apart from the long waiting time the actual service as a whole seems OK
  • More clarity around waiting times
  • maybe a bit longer. 50minutes quite short. also the seating area. as above
  • My experience of the counselling service was a very good one. There was nothing that needed improvement
  • I was very satisfied with my counsellor and the counselling service as a whole but not with the waiting time for the appointment
  • Number of sessions offered, availability of summer and evening appointments
  • Quicker referral times, but I absolutely understand that my case was not a high priority one. It's just that in a perfect world everyone would be seen very soon
  • Greater level of communication regarding the status of appointment waiting times
  • A short initial appointment should be arranged to judge how immediate a persons needs are. Further appointments can then be scheduled at an appropriate time
  • Again, the waiting time
  • Nothing in particular, except the location
  • Possibly shorter waiting times between registration and first appointment.
  • The time from application to referral
  • The only downside was the waiting time which is obviously going to be long due to the demand. However, the reason I made an appointment for counselling was reactionary to something happening and by the time I saw a counsellor that had passed. I still got a lot of out seeing someone though. This would be my only criticism
  • I think it was more me who got in the way
  • The time frame for the first appointment. The provision of anxiety management techniques. Making sure the client is aware that the counselling sessions are coming to an end well in advance so as the client has some time to prepare
  • More counsellors or less patients to provide more time for those with issues of special concern
  • Any comments on improvement are really just a bit of tinkering - as the service is very well managed and effective. My only suggestions really is one of marketing the service and one of confidentiality at the appointment and waiting area. For example, do you have completely different times for staff and students, because if I were an academic, I would be worried about sitting in a waiting area with a student or with a colleague. I think that it would be nice for the service to do training sessions for personal tutors - as it is hit and miss whether a personal tutor is sympathetic etc
  • Just the waiting room area in case you bump into someone you know and don't wish them
  • to know you are waiting for counselling
  • Discussing with student how many sessions they expected to have and maybe correcting this view so that they are not surprised when counselling ends
  • better provision for admin/secretarial support
  • better, more discretely sited offices and counselling rooms
  • a wider set of different counselling methods could be made available across the range of counsellors, in order to suit personal needs, which vary from individual to individual and might not always be accommodated by the methods currently in use (person-centred, psychodynamic, cognitive-behavioural)
  • more counsellors
  • faster service, maybe more counsellors would help with this
  • It would help if the reception staff were a bit more proactive. For example I cancelled an appointment once (by psychically going to the reception to make sure the message was received) and this information was not passed on to [the counsellor] who then thought that I had just not turned up. On another occasion I arrived just on time some seconds after [the counsellor] had come out to the reception area to look for me. I sat down and waited for over 15 minutes while I thought [the counsellor] was busy and [the counsellor] thought I hadn’t arrived. The receptionist might have told [the counsellor] I was there or told me that [the counsellor] was waiting for me. She said nothing to either of us.
  • I have absolutely no complaints at all, I was satisfied with every aspect of the counselling service, I never at any time wished any aspect to be any different. I was made to feel comfortable and welcome at every stage and my counsellor was professional, understanding and she is AMAZING at her job
  • Not much really – was wonderful
  • The counsellor could be more active and open. My first impression was quite negative, did not shake hands for example on first meeting which created a very impersonal atmosphere
  • More immediate scheduling
  • Service would be improved if it had stronger links with the Doctor’s surgery (on campus)

Q 4.3 Complete the following statements about your experience of the University Counselling Service:

It may be better if....*

  • estimates of waiting times were accurate
  • people could be seen more quickly (but I know this is an endemic problem, and not the fault of the counselling service)
  • the counselling department was in a quieter environment
  • appointments were arranged sooner
  • you could have more sessions
  • there were more counsellors so people don't have to wait so long
  • the waiting time was shorter and there was some indication of how long the waiting period would be
  • there was more clarity around waiting times - perhaps more counsellors
  • there were longer sessions
  • appointments were available more quickly
  • there was a shorter wait, but it's understandable that a lot of people use the service
  • there was a shorter waiting time for appointments
  • more time was offered
  • you had more counsellors so that people could be seen sooner
  • the wait wasn't as long
  • I was initially seen quicker
  • there were more counsellors
  • I had to wait a shorter time for my first appointment
  • the time between application and referral was decreased
  • the waiting time is shorter
  • there was more specific information about the techniques available. I'm still not sure what type of counselling I received, for example, and I have no idea whether relaxation techniques were something I should have been offered
  • it was more tailored to individual needs
  • you marketed what you can help with to all
  • the waiting area was more private
  • there was more promotion of the service to first years
  • the waiting time was shorter
  • there was another secretary and a few more counsellors
  • the waiting area was not so open
  • more comprehensive and varied counselling techniques were at disposal
  • the location was more secluded
  • there were more counsellors available
  • I had more sessions
  • There was a water dispenser in the room
  • Constructive advice was offered and it was a little more personal
  • Counsellors were available throughout the working week
  • The initial response was quicker – If a young person has reached the point of asking for help, they probably need it now

  • I did not like...*
  • walking through the office
  • walking past the reception next to the learning grid
  • the lack of time I was given
  • having to sit in an area screened off from a very busy office
  • the counsellor I saw
  • the length of time I had to wait for an appointment
  • the seating area
  • nothing
  • the location of the service
  • barging my way through UniTemps to get to the Counselling section. This was not a big dislike but I thought it was odd
  • not knowing how long until my appointment would occur
  • waiting
  • the location the abrupt end of the sessions and the lack of an idea of where to go or what to do next.
  • the atmosphere created by some of the counsellors
  • the waiting area being so communal
  • walking past other offices
  • the waiting time for appointment
  • the lack of reading material in the waiting room
  • the resentfulness of the counsellor. Maybe more cheerful?
  • Feeling uncomfortable in the surroundings
  • To be in a waiting list
  • The amount of time I had to wait before getting my first appointment
  • The long wait for an appointment
  • The reception area
  • To wait in the waiting area
  • The superficial aspect of counselling sessions, which focused only on current emotional states and anecdote-like surveys of past situations without effectively targeting core issues that needed to be strategically worked on in the long-term in order to deeply affect and change the more superficial, current states
  • Breaks in the vacation

  • It was good that...*
  • i felt very comfortable speaking with my counsellor
  • I now know such methods are a waste of my time
  • we have a service like this
  • I was made to feel like my problems were valid.
  • I was seen so quickly
  • my counciller was a woman
  • the service exists at all despite its inadequacies
  • the councellor helped me understand my feelings
  • the counciller was professional and suited to me
  • my counsellor was so helpful and knowledgeable and had a gentle approach and manner. he made me relax straight away. The reception staff were always approachable
  • the counsellor was so helpful
  • my counsellor was so easy to talk to
  • the way I could see relationships between my present and past behaviour
  • The service took me at my word when I said what sort of help I wanted
  • I felt very comfortable with the counsellor assigned
  • the counsellor was easy to talk to
  • it worked so well for me, and both the receptionist and counsellors were so kind and helpful
  • much assurance was given with regards to privacy and confidentiality
  • I felt relaxed and not forced into anything that I didn't feel comfortable with
  • it is free and available to students
  • I was able to hear things from someone else’s point of view
  • the counsellor was easy to get along with. The room was lovely
  • if wishing to rearrange an appointment, it was done quickly and effectively
  • I was seen so quickly
  • the rooms were calming and the counsellor was wonderful. Everybody was friendly
  • the service is off the centre of campus
  • the counselling was so flexible
  • I got so much support from a person-centred counsellor
  • I did not have to wait too long for an appointment and that I was able to book as many sessions as I needed, although I did not find these as useful as they could have been
  • I had an appointment fairly quickly
  • [the counsellor] was so professional and helpful
  • I was given as much time as I needed
  • There was somebody there to help me when I needed them the most. That could shed light on the problems I had and lift me up when I was feeling particularly low My counsellor proved to me that there was always choices and ways to deal with problems
  • The rooms were cosy and homely
  • I had someone to talk to
  • The counsellor approached me with respect not censure, that we laughed a little about life while talking, and that I didn’t feel at all constrained to talk only about the really big stuff – death, divorce, disability – but also about arguments with my partners relationship with my mother…all the other parts of life that the big things have an impact on
  • I got an opportunity to talk and that the people were friendly
  • You can call the clients personally to set appointments etc. The staff was very welcoming and helpful (reception)
  • Appointments were regular, continuity v. important
  • I could tell somebody things that I couldn’t tell anyone else

What surprised me was...*

  • how perceptive the counsellor was and how much of a positive experience it was. I wasn't even expecting it to help that much
  • how confidential the service was
  • the wait, and lack of communication
  • how much it helped
  • how much I got out of the sessions
  • how much it helped and how nice all the staff were
  • that the counsellor completely understood everything I was feeling
  • the ineptitude of the counsellor I saw and the length of time I had to wait for an appointment
  • how angry I was when I did not realise it
  • not feeling rushed, how much I became aware of myself and how much i improved
  • how quickly the sessions helped me in my everyday life
  • how much counselling helped me
  • counselling isn't that scary
  • that there was no real prompting or questioning. I was expecting more advice as to how to cope, but instead i worked it out myself, which was good
  • This caring side of Warwick is a jewel in Warwick's crown alongside the more sharkpool elements
  • the reception area was so tucked away
  • I had seen her before outside the University
  • the size of the counsellors room
  • the extent to which it helped me
  • how easy it was for me to settle down and chat and that was due to the ambience and the counsellor
  • how much I got out of it
  • how much better I felt afterwards
  • how quickly we made progress
  • the speed with which I received appointments
  • how transcendentally beautiful my counsellor was
  • how much it helped
  • the level of support and understanding
  • the counsellor was still sane
  • seeing one of my friends in the waiting room!
  • The nature of the session. Little two way communication
  • How much work you do yourself between sessions – your subconscious keeps working away at things even if you aren’t aware of it
  • The quality of the work of my Therapist
  • How friendly and helpful the counsellor was
  • How quick I got an appointment and that such a fantastic service was free
  • How effective the service was
  • How effective and useful the counselling was
  • Not surprised but made to feel less anxious about making the step by a skilled counsellor…
  • That methods were rather restricted (and too person-centred for my taste), also that no alternative techniques such as, for instance, existential or religious counselling, were not available
  • How frank I was able to be

Q4.4 Are there any other comments you wish to make? *

  • Overall i would like to say how beneficial the service has been, i felt listened to and very comfortable with talking about difficult issues. The experience has made me want to stay on at university and just enjoy life again
  • The counselling service really lacks resources. And I feel needs more counsellors and at the very least needs to prioritise its clients
  • Thank you
  • I got a huge amount out of the sessions, and am very grateful for the help and support I received.
  • Too little too late I'm afraid
  • [ ] is a wonderful counseller. She has been amazing. If I ever use the counselling service a gain I would definitely ask for her again as well as suggesting her to others. She is very good at her job. Thanks
  • Just a big THANKS both to the counsellor and the reception staff who organised my appointments.
  • The counsellor [ ] was excellent and the sessions were very helpful. There was nothing else I could have asked for or wanted from the service
  • [ ] was very good, and I am so grateful for the help!
  • I have had an excellent experience of the service. My counsellor[ ] was super
  • It was very useful to have been given some information about groups and activities beyond the Counselling Service that I might like to join. I don't think I will, but I was impressed that the Service is not hermetically sealed inside Warwick
  • Both councellors I've seen were very helpful
  • I did not feel that counselling was helpful for me, not that the counselling service was particularly inadequate. I wanted to see a counsellor to discuss the death of a parent as a result of suicide, but found that I was talking to someone who clearly did not have the same experience and I realised counselling would be more or less pointless for me personally. I figured that I would prefer to let myself cope even if that means blocking out things rather than talking, because that was what my mind had done so far and I decided that trying to force myself to talk about how I felt would not help me. I don't think I would use the service again, but this was not the fault of the counsellor at all.
  • I would have appreciated a follow-up appointment some time after the sessions had finished to assess how well things were progressing
  • Overall, however, I was very pleased with the counsellor who was assigned to my case and the service I received
  • Any chance of a couch to lie on, like the Americans do?
  • Fantastic overall, keep up the good work
  • I can’t fill the boxes of this from electronically
  • I thought my counsellor was very good
  • I think it might be useful if Counselling Services maintained an informed list of professional therapists available beyond campus and helped students to choose one of those if required. Information on prices and cost of professional therapy, methods, techniques and approaches should also be made available along with advice on solutions for financially limited students
  • The service helped me a great deal
  • I thought [ ] was an exceptional counsellor – very professional, kind, considerate and helpful – helped me get back on my feet and probably changed my entire life for the better. I actually enjoyed talking to [ ] which was not what I expected. I cannot be more grateful for the support. Thank you.
  • A really excellent service with a brilliant counsellor. Has had a tremendous positive impact on my life!!
  • I want to thank you for helping me, I really do not think I could have tackled any of the problems I had without your help! Keep up the good work.
  • The form is not easy to fill in electronically. The requirements are different from paper form
  • Thank you for all your help
  • A comment on the questionnaire: since it is to be posted or returned by email, perhaps it would be possible to for at it better ease in filling in on the computer?
  • The approach to the service is a bit public, you have to walk past a lot of people who look up and you feel they know why you’re there

*All comments recorded by respondents have been included verbatim.