Dear TELUS Health Customer 

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Thank you for using the counselling service provided by TELUS Health. Our affiliate counsellors abide by a professional code of ethics and practice, which ensures the confidentiality of your sessions. Your counsellor has been selected to work for us because of their high standards of professional training and experience. 

For your assistance, we find it helpful to explain the counselling process at the outset so that you receive the most benefit from it. Counselling is not giving advice. Our counsellor will actively listen to what you have to say and will help you to express your feelings about issues that cause you concern. Your counsellor will try to help you think clearly about any decisions you have to make and will help you explore the options available to you so you can manage problems more effectively and move forward in your life. 

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Your organisation’s scheme provides short-term counselling where appropriate. It may be that, together with your counsellor, you decide that longer-term counselling or some other source of support would be more appropriate. If so, your counsellor will refer you on to the more appropriate service e.g. Health Services, Relate or private counselling. For contractual reasons, it is not possible for your counsellor to continue working with you privately beyond the sessions provided by your organisation. 

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Detailed below are several guidelines to enable you to use the service most effectively: 

• Each session will last between 50-minutes and one hour. To ensure that you gain the maximum benefit from your session, please arrive punctually as the counsellor must finish on time. 

• If you find that you need to cancel an appointment with your counsellor, please ensure that you give at least 24 hours’ notice. Failure to do so will result in the loss of one of your sessions, since our counsellors need to be reimbursed for their time. If two sessions are lost we may have to close your counselling case. (See statement of consent) 

• At the end of counselling, you will be sent an email with a link to a brief evaluation form. Your feedback is important to us and we would be grateful if you would complete it. 

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CONFIDENTIALITY 

The information and details you disclose to your affiliate counsellor are shared only with appropriately qualified staff at TELUS Health. No information will be disclosed to your organisation that could identify you. We will be responsible for ensuring that the counselling service TELUS Health provides is of the highest quality. If you have any problems or questions about the service, please do not hesitate to contact us. 

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TELUS Health recognises the importance of confidentiality. However, there may be rare occasions when a

TELUS Health counsellor will need to disclose personal information relating to your case. These are situations where there may be a threat to human life or physical safety, or a major threat to the interests of your organisation. In these circumstances, you would normally be made aware of our requirement to breach confidentiality and we would attempt to get your consent. Any such disclosures are handled according to established ethical and professional practice, on a need to know basis, by an appropriate professional. If you have any concerns about confidentiality, please discuss them with your counsellor. 

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If you have any concerns about your counselling or counsellor, please do not hesitate to call the TELUS Health helpline to discuss these concerns. We hope that you find counselling a beneficial and positive experience. 

Take Care 

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TELUS Health 

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