FAQs

Please email support@mindler.co.uk 

This email is for internal use only and specially set up for clinicians. 

Clients can contact Customer Service via the app or by sending an email to customerservice@mindler.co.uk

Customer Service is open Monday to Friday 9am to 5pm

In order to access therapy session at Minder, you must be a UK resident and physically located in the UK at the time of the session. We cannot facilitate sessions whilst the client is abroad.

This is to ensure that we can provide the best clinical care. The app itself is optimised to work in the UK, so the client should be able to access the app to see messages and make bookings, but the full functionality may not be available. The third party company that sends the SMS to clients to access their apps is also set up to only send to numbers in the UK region (regardless of whether the mobile itself has a UK number)

If you join a session and the client is abroad, please advise them of our company policy and discontinue the session. Please email support@mindler.co.uk with the User ID and session details, so the Customer Service Team can update the booking and invoice. 

All sessions have to be carried out on Mindler Care. It is not permissible to carry out sessions via WX3(MBX), Zoom or any other platform in line with Mindler's compliance policy

Clinicians can send a message via Mindler Care to the client by selecting a pre-populated template. If there is not one suitable for you message or to send supporting documentations, please select "Send documents" for a free text version. 

For instructions and guidelines, please visit the Mindler Care FAQs section

Direct emails cannot be sent to clients by clinicians

No, it is just for outbound calls made by the clinician. 

In line with Mindler's compliance policy, there is no direct contact from the client to the therapist via phone, email or message.

You can now send homework and supporting documentation via the message system in Mindler Care

• Log into Mindler Care

• Enter the client’s User ID and go to their profile

• Select “Actions” 

• Go to “Messages” and press “open”

• Press the “New Message” tab

• Select "Send documents" 

You can type in free text messages and attach documents

For guidelines, please visit the Mindler Care FAQs in Mindlink

• Log into Mindler Care

• Enter the client’s User ID and go to their profile

• Select “Actions” 

• Go to “Messages” and press “open”

• Press the “New Message” tab

• Select the relevant templated message form the drop down list

If you find that there is no relevant templated message, please select "Send Documents" where you can now send a free text message with attachments

When a client registers with Mindler UK, only their mobile number is verified. As the email address is not verified automatically, Customer Service are not able to send out emails to unverified accounts.

Currently all sessions in Mindler UK are 50 minutes. You will select "Long Visit" for both initial and ongoing sessions.

To update your availability..

• Log into Mindler Care

• Go to your calendar 

• Go to the top right hand corner of the page

• Click on “Add New” 

• Select “Long Visit” 

Once selected you can easily add slots to your calendar by clicking on the desired day and time

Yes 

A green background shows an initial session and an orange background shows an ongoing session 

A green dot means the client has added a payment method to their booking, an orange dot means the booking has been made by the therapist or Customer Service, but the client has not yet added their payment method, and a red dot means the session is cancelled 

If the client is making the booking directly on the app, they need to add their payment method within 10 minutes of choosing the date and time otherwise the booking will automatically cancel

If the booking was made by the clinician or Customer Service, as agreed then the client has until 10 minutes into the start of the session to add their payment method 

If the client doesn't join the session, you can send them a templated message via Mindler Care (Name: Session has started) which advises that you will try to give them a call and wait for another five minutes to see if they are able to join the session

It is good practice to also follow up with a call to make sure the client is able to join the session and to see if they are experiencing any technical issues. If so, you can run through the Checklist | Technical issues which is the first line of troubleshooting 

Clients have until 10 minutes into the start of the session to add the payment method to their booking, so if the session is showing as unpaid then please send the "Session has started" templated message and call the client via Google Voice to see if they are able to join the session

All sessions should only be booked in agreement with the client, so if they fail to join the session then it will be classed as a no-show even if they had no payment against the booking

If your client joins the session, but is not able to continue please email support@mindler.co.uk with the user ID and details so that the booking and invoice can be updated

If sessions do not take place in full, please let Customer Support know 

Clients can reschedule or cancel a session up to 24 hours in the app. If they try to cancel a session within 24 hours of the session start time they will be prompted to contact Customer Services

For more details on the cancellation policy, please visit the FAQs in the Mindler app 

There is no facility to send an email to advise you of a new booking or when a client cancels a session. We recommend you regularly check your schedule if you have added slots to your availability to check for new bookings and to check the status of ongoing bookings to ensure you don't miss any sessions 

There is no "caseload full" functionality, but you can update your profile where you add your experience and working hours to show that you are not open to new clients. It won't stop you from being open to new clients and we can't guarantee that a prospective client will see this, but it is always worth adding. Customer Service can also see it should they receive any requests from new clients to book with you.

No. Clients will select their own therapeutic needs and preferences to be presented with suitable psychologists to book a session with. There is no self-assessment completed at the time of registration with Mindler for clinicians to read prior to the initial session

As there is no client list, as such then clients can effectively book with another clinician of their choosing at any time. If you feel that a client needs to be reallocated, please follow the process below:

• Write an anonymised message (e.g. no gender, age etc)  in the #colleagues-specialties channel.

• If no one replies within 48 hours, reach out to colleagues that have the required specialty in Colleagues Specialty 

• Connect directly with the colleagues selected 

• If not response received please email reallocations@mindler.co.uk

• please note that the assessing clinician remains the responsible clinician for the client, until a new clinician has been allocated; 

Nearly 70% of all sessions are booked by clinicians at Mindler UK. To develop the therapeutic relationship and to enhance engagement in our service, clinicians are recommended to book 2-3 sessions ahead to ensure the client has a regular slot at a time that suits

There is a high demand on our service, so we advise clients to agree upcoming sessions with their clinicians in their next session so they are in the diary or to arrange a call later in the week with their therapist to arrange sessions. This helps clinicians manage their client list and schedules and means if a client does have to cancel a session then there are another 1 or 2 in the diary for next time 

Mindler UK currently only offers sessions to individuals aged 18 and over

Any referrals, certificate of attendance, risk notifications or clinical letters are sent via the referral/certificate section of Mindler Care to be received into the secure mailbox by Customer Service

Please ensure you fully complete the referral and add in an email for the recipient. We cannot post letters. If the document is for the client or Vitality, please just add user ID or Vitality in the receipient section 

• Go to Mindler Care

• Enter the User ID - press search

• Go to the client’s profile 

• Go to Bookings - Treatments - Codes - Actions 

• Select Actions

• Go to Certificate or Referrals - press create 

• Select Referral

• Recipient - User ID if it is for the client, Vitality or email address for any other recipient

• Write in your referral/risk notification

  • User ID only (please don’t add any names, contact details)

  • Recipient - Specialised Care, Vitality or the name and email address only 

  • Referral to other services/Risk Notification - please specify

  • Follow the guidelines as laid out by the Senior Clinical Team for the content, but please don’t include any identifiable information or contact details 

• Press Send 

Please send an email to support@mindler.co.uk with the client’s ID to let Customer Support know that you have sent a referral/risk notification so that the team can look in the secure mailbox to pick it up in a timely manner 

NB: Please do not use any email addresses you may have from other platforms to contact Vitality directly, as that is not the process at Mindler

Therapists can send a safety plan via a DM in Mindler Care which have already been developed collaboratively with the patient. Safety plans are to be sent as soon as possible but no longer than 24 hours after the session. The immediacy of this should be dictated by the level of risk. Free-text messages are to be used to complement a thorough risk assessment and management process which took place in a live session, not as a replacement for it. Safety plans are not to contain any personally identifiable information. Please continue to follow the Mindler UK Risk Assessment, Management & Escalation Policy.