The phone is generally answered between 9 am & 5 pm Monday to Thursday
and 9 am - 2 pm on Friday. Any messages left on the answerphone are
responded to between these hours.
Due
to our limited resources, it is sometimes necessary to put the answering
machine on. We know it can be off-putting, but we will call you back. If you
leave a message, please give a number where you can be contacted during
the day. At this stage, it is not necessary to give any more information
other than your name and telephone number. When we call back, we will not
discuss
your call with anyone else or say that it is NEECS calling.
The office is not open on Saturday & Sunday.
* We
check that your address is inside the catchment area for the service.
(It covers an area around the North East including Leith, Lochend,
Craigentinny, Northfield and Portobello).
* We ask you whether you wish to be on the waiting list for the Short Term
Service or Core Service, explaining what each one offers.
(Information about the two services in the "Counselling" section).
* We take your name, age, address, telephone number and email
address (if
applicable).
We will ask where you heard about the service. If you have
been recommended to contact
us by your doctor, you will be asked for your
permission to send a simple form
which will let them know if you have used the
service. This feedback can include dates/numbers
of sessions, but does not
include any information on your reasons
for attending nor the content of your
sessions. It is your
choice whether this form is sent or not and your decision
does not affect your use of
the service. The feedback form is intended to
show the uptake of counselling when suggested
by GP practices and to provide
information to help develop the services which people need.
* At this stage, we do not ask personal questions regarding your reasons
for seeking counselling. If you need urgent help and support while you are
waiting, we can give you information on this.
* The contact information you have given us is then
stored on computer
and you are emailed or sent a confirmation
letter that you are
on the waiting list.
Appointments:
You will be contacted as agreed by email, letter or phone to offer you an initial session.
When sending out appointments, we always ask clients to confirm they will be coming in order to avoid unused
sessions and further lengthening waiting times. When you have agreed to come for a number of sessions, they will take
place on a regular day and time. At your initial appointment, your counsellor will give you printed information about
appointment arrangements and confidentiality
