Health & Counselling

Frequently Asked Questions (FAQ)

What are my rights as a client?

  • To be treated with dignity and respect.
  • To have any questions about the counsellor's way of working or their counselling experience adequately answered.
  • To have your personal information kept private and confidential unless there are concerns about your safety or the safety of others. Note that counsellors discuss their work with their professional supervisor, and that relevant information may be shared with other counsellors of the doctor or nurse to ensure everyone is working together to provide you with the best possible health care.
  • To work with a counsellor who is a member of a professional association, and who receives regular professional supervision.
  • To stop attending counselling at any time for any reason.

How is my personal information stored?

All health information is kept on a secure medical database.

All counsellors keep written notes - as hard copy, electronic copy, or both. Hard copy notes are kept in locked filing cabinets. Electronic notes are stored on the Health and Counselling Centre secure electronic database. All notes are confidential and may only be seen by the counsellor's supervisor, or other counselling staff if there are safety issues to be considered. You may ask to see these notes at anytime or have a copy of them if you wish. They remain the property of the counsellor, and once counselling has been brought to an end these notes are securely stored in line with the Privacy Act 1993.

How can I give feedback or voice a concern about the counselling or health service?

If you would like to give positive or negative feedback, or you have a concern about any aspect of the service you have received, you have several options. You may:

  • Discuss the matter with the staff member concerned (either on your own or with a support person).
  • Make an appointment to speak with the manager of the Health and Counselling Centre: Leanne Radovanovich - (04) 979 3030 ext 63037
  • Make an appointment to see another counsellor.
  • Contact the President of your respective Campus Students Association.

As an agency we believe that feedback is an important way of assessing, evaluating and changing the service to better reflect your needs. It is also one way of maintaining professional and ethical standards for counsellors. In all cases the feedback or concern will be responded to as quickly as possible.

Do I need to make an appointment or do you provide a drop-in service?

Appointments are preferred to avoid waiting, unless the visit relates to an urgent matter.

How much will it cost me to see a doctor, nurse or counsellor?

Please refer to the up to date schedule of fees.

Do you have female doctors?

Yes, all Massey University campuses have female doctors.

Can I just see a nurse for a repeat script?

Usually yes. Note that this may differ depending on the particular medication, and when you were last seen by our doctor for the same medication. Please phone reception to confirm.

English is not my first language. Can I access a translator?

Under certain circumstances, a translator can be arranged.

How can I apply for a Community Service Card?

Application forms are available online, and from Health and Counselling reception. You will need to complete this form and forward it to WINZ.

Do I need to be referred to a counsellor, or can I just make an appointment?

You can self-refer by contacting us directly. Please complete an Introductory Questionnaire, either online or at reception.

If I need medical care after hours, where should I go?

If you require urgent medical care or accident/emergency care outside of our hours (8:30am - 4:30pm Mon - Fri) you will need to visit an Accident & Urgent Medical clinic or Hospital in your local area. You can find listings of these in the front of your telephone directory. Be aware that at some of these clinics they will charge considerably more than at our centre even with a Community Services card.

Additional information about after hours and emergency care is available here.

Massey Contact Centre Mon - Fri 8:30am to 4:30pm 0800 MASSEY (+64 6 350 5701) TXT 5222 contact@massey.ac.nz Web chat Staff Alumni News Māori @ Massey