Brief Counselling Appointments

As a client of Campus Wellness, you may be using Medeo for virtual care, online booking and/or secure messaging. We suggest you setup your Medeo account security using 2FA with the following instructions: 

1. Log in to Medeo. 
2. In the top right corner, click the person symbol. From the drop-down menu, select My Account. 
3. In the Password & Security section, click Phone Verification. 
4. 2FA (or 2-Step Verification) is a second layer of security for your login. Click Start Setup. 
5. Enter your cell phone number. Note: You must include +1 in front of your number e.g. +15193234453. 
6. A Setup Pin Code (4 digits) will be sent to your cell phone. Enter the code. Click Finish. 
7. Once 2FA (or 2-Step Verification) is setup, you’ll see a green bar with ‘Turned ON’. 
8. When you sign-in to Medeo next, a pin code will be sent to your cell phone. 

To book a video or phone appointment with Counselling Services, call us at 519-888-4096. 

• If this is your first time contacting us, our admin staff will ask you some basic information (address, phone number, email etc.) 
• They will email you our privacy and registration form 
• They will book you a 30 minute appointment with our Intake Specialist (IS) for triage 
• Remember to email us back the privacy and registration form before your intake appointment 

Counselling Services will contact you with full directions for how to call or video conference in for your appointment. 

At the time of your scheduled appointment you will receive a call from a blocked number. If you do not answer the counsellor will leave a Voicemail (if we have consent) to let you know they will be calling back in 10 minutes. If you do not have a voicemail, they will call back 10 minutes later. If you do not answer, you will receive an email with information regarding rescheduling. 

When your appointment begins, the counsellor will determine the following: 

• Both the counsellor and you can be heard clearly 
• Your location at the time of the phone call 
• If you have enough privacy to talk about what you want 
• If there is a possibility the session could be interrupted and what would be best for you if that were to happen 
• If the call is disconnected due to technical issues, the counsellor or someone from Counselling Services will call you back 

Counselling Services will contact you with full directions for how to call or video conference in for your appointment. 

All video conferencing appointments will be conducted through Medeo. Medeo is a web-based program used by healthcare providers around the world for private and secure communication with clients. 

• Medeo offers you secure video visits when in-person visits may not be possible 
• Medeo is easy to set up and easy to use 
• Full instructions and directions regarding how to download Medeo and get started will be provided to you by email after booking an appointment 

*If you have any questions about Medeo, please contact Medeo Customer Support. If you have health related questions, please contact Counselling Services directly (519-888-4096). 

What do I need for my appointment? 

Phone 

• A reliable phone or cellphone to make the call 
• A space that's quiet and private

Video 

• High-speed internet (Wi-Fi or LTE) 
• A computer with Google Chrome, webcam and microphone OR 
• An iPhone or Android smartphone or tablet with the Medeo app 
• A space that's quiet and private. 

What happens if connection is lost during an appointment? 

• The clinician will try and call you back. If that does not work, please call the Counselling Service office at 519-888-4096 

What do I do if I have an emergency? 

• If you require emergency assistance, please call 911 

How do I get started with my virtual appointment (video)? 

• Accept your appointment invitation 
• Sign up or login to your Medeo account 
• Accept your appointment in Medeo 

What to expect during your Intake appointment?

• Intake Specialists will call you from a blocked number 
• They will review Counselling Services privacy and confidentiality policies with you 
• They may ask questions regarding the reason for your call 
• The Intake Specialist will schedule an appointment for you based on your needs and concerns 
• You have an option to choose between phone appointments or video appointments 

What to expect during your follow up appointment? 

During your appointment, you and your counsellor will work together to determine the best approach for you. This could include cognitive-behavioural therapy, mindfulness exercises, and many other approaches that will be tailored for your situation. 

If you are unable to attend a scheduled appointment or service, please let us know by contacting our office (519-888-4096) as soon as possible. If you do not provide at least 24 hours notice of a cancellation, you may be charged a missed appointment fee of $35.00. If there are reasons (ex. illness) that you might not be able to predict 24 hours or more in advance, please let either our receptionist or your counsellor know and this fee might be waived. 

At your earliest convenience, we invite you to reschedule any missed or cancelled appointments by contacting our office (519-888-4096). Given the demand for service, it may be some time before we are able to reschedule a missed or cancelled appointment.   

Confidentiality 

All information you share with your counsellor will be held in the strictest confidence. However, Ontario health privacy legislation allows us to collect, use and share your personal information among health care providers who provide or assist in providing health care to you. 

Please speak to your counsellor if you would like to limit how we give out personal information to your health care providers. 

The only exceptions to the strict privacy policy are those required by law (e.g., when a person presents clear indications of intending harm to self or others, where there is suspected or current child abuse, where there has been sexual abuse by a regulated health professional or when records are subpoenaed). Please see our privacy policy for more details. 

Email 

We do not provide counselling using email because: 

• Email is a vulnerable way to communicate 

• We cannot guarantee that your email will remain confidential 

• If you are concerned about security, consider calling us instead 

If you email us: 

• We reply to the address from which it was sent 

• If you worry about your email being hacked, please call us or come by one of our offices   

• Response time may vary (vacation, network problems, illness, etc.)  

If you need an instant answer, call us during business hours at 519-888-4096.