Increased Capacity, Reduced Wait Times: Health and Counselling Services

Wait times plummeted and capacity soared when the single-session counselling model was introduced at Health and Counselling Services (HCS).

“The shift has been incredible,” said Louise Shearman, director of Health and Counselling Services. “We see students sooner, which means they’re getting support when they need it most.”

Single-session counselling connects students quickly with a professional counsellor to address mental health concerns, specific problems, or goals. Counsellors work with students to develop a clear plan of action to help them move forward independently. Students who require further support are connected with further individual counselling, group counselling and workshops, or other resources.

“Poor mental health significantly impacts students’ academic performance, retention rates and overall educational outcomes,” said Kristie Tousignant, associate vice-president of student health and wellness. “These factors, in addition to increasing wait times, led the drive to improve services within HCS.”

Student feedback is favourable: 86 per cent of survey respondents say they would refer a friend to try single-session counselling, and 76 per cent found their session mostly or very helpful in developing a plan to address their problems.

The new model increased HCS’ capacity to see students seeking counselling by 54 per cent compared to fall 2023.

Along with the single-session counselling initiative, the hiring of an additional psychiatrist has reduced the average wait time for students seeking support significantly. The current average wait for psychiatric appointments in HCS is now two to three weeks. Community wait times are four months to a year for similar services.

Four students were on the waitlist to see the on-campus psychiatrist at the beginning of February 2025. Each student was seen within a week or two. This waitlist was more than 350 students long five years ago.

“Reducing the waitlist was a daunting goal,” said Shearman. “Innovating our approach helps students in need now, as well as those who may need support in the future by reducing wait times and barriers to care.”

HCS is proud to provide timely and effective care for students in need.