Policies and procedures

A list of policies and procedures relating to City University's Neurodiversity support services

Lateness and Cancellation Policy

Lateness

  • If you arrive more than 10 minutes late for an appointment we will be unable to see you but will offer you an opportunity to reschedule your appointment.  At times of peak demand there may be a wait of several weeks before the next available appointment.
  • If you are running late due to exceptional and unforeseen circumstances, please contact the service to check if we can still see you when you arrive by calling us on 020 7040 0246.

Cancellation

  • You must give us at least 24 hours' notice if you need to cancel an appointment. If you cancel a Neurodiversity/Disability appointment at times of peak demand there may be a wait of several weeks before the next available appointment.
  • If you do not attend or cancel a diagnostic assessment for a specific learning difference with less than 2 working days’ notice without good reason, you will be charged the full cost (currently £350).
  • If you cancel late or do not attend an appointment on two occasions, we may offer you a shorter discussion session before booking another appointment.
  • If you cancel late or do not attend a study skills session(s) these will still count towards the number of sessions you have been offered

Students who receive Disabled Students Allowances (DSA) for Specialist Study Skills

  • If you provide less than 24 hours’ cancellation notice or do not attend your appointment on two consecutive occasions, you must speak to the Neurodiversity and Disability Support Team Leader before further appointments can be booked.  This may involve cancelling pre-booked appointments.
  • If you cancel without providing us with 24 hours’ cancellation notice or do not attend appointment(s) without providing us with advanced notice, an invoice will be sent to your funding body and the cost will be deducted from your Disabled Students’ Allowances.
  • If we cannot claim payment for these sessions from your funding body you may be charged for the hourly support cost which is currently £60 per hour.

Revised July 2019

A contract for 1:1 Specialist Study Skills/Mentoring

Our commitments and what we expect from you.

We agree to

We agree to:

  • Provide specialist support from a qualified, DSA QAG registered practitioner.
  • Offer you the support recommended under specialist support in your needs assessment.
  • Offer you the full amount of specialist study skills recommended in your needs assessment.
  • Meet the recommendations of the DSA QAG non-medical help framework.
  • Respond to all enquiries in a timely manner with your preferred contact method.
  • Let you know in advance of any alterations to your appointment.
  • Offer you the next available appointment if your session is cancelled due to staff absence.
  • Contact you if you did not attend (DNA’d) a session to check-in with you.

You agree to

You agree to:

  • Attend all appointments independently, the only exception arising where you have a formal support worker/non-medical helper (e.g. BSL interpreter or notetaker).
  • Provide advanced notice if you wish to be accompanied by your formal support worker. This is at the discretion of your specialist study skills tutor/mentor.
  • Provide official documentation confirming the nature of the support worker role and contact details, in advance of any meetings which you would like them to attend.
  • Set yourself goals (short and/or long term)  to work towards and which we will review regularly.
  • Inform us of any difficulties requiring our input in a timely manner.
  • Sign timesheets at the end of each session.
  • Contact us in advance to book support sessions if you don’t have regular slots (please bear in mind that there are likely to be longer waiting times at peak periods). Arrive for appointments on time (we will not see you if you are more than 10 minutes late).
  • Provide us with at least 24 hours' notice via phone or email if you cannot attend an appointment.
  • Let us know if you are unhappy with any aspect of your support.

We will

We will:

  • Request a medical note from a G.P. if you do not attend or cancel more than two sessions due to illness.
  • Review your access to your service if you cancel or do not attend two or more appointments.

If you have DSA

If you have DSA:

  • We will claim a fee from your DSA allowance if 24 hours' cancellation notice is not provided.

Revised July 2019

Complaints and Feedback Procedure

In the first instance...

  • If you wish to make a complaint about any aspect of Neurodiversity and Disability Support Service, you should first discuss your complaint in person with the tutor that you are seeing.
  • Complaints will be handled in a professional manner and with openness to discuss your dissatisfaction with any aspect of your experience within Neurodiversity and Disability Support Service.

Following this, if you are not satisfied...

Neurodiversity and Disability Support team

  • You should write to the Neurodiversity and Disability Support Team Leader explaining the reason for your complaint. This should be sent via email to neurodiversity@city.ac.uk.
  • We will aim to respond to your complaint within 2 weeks via your preferred contact method. We may invite you to have a phone conversation or to meet us in person to talk about your concerns.
  • If you have further complaints you can contact the Head of Service to escalate your complaint in writing. This should be sent via email to coun@city.ac.uk.
  • We will aim to respond to your complaint within 2 weeks via your preferred contact method. We may invite you to have a phone conversation or to meet us in person to talk about your concerns.

If you remain dissatisfied following this...

Feedback

We encourage students to send us any feedback via email for us to consider service development. We will soon have a feedback questionnaire ready for you to complete.

Revised July 2019