Mindler Care 

• Long Visit: Used to book client sessions within Mindler Care that are visible for clients to book in.

• Tech Test: Used internally when transferring a case between clinicians or providing clinical supervision.

• Clinical Supervision: Indicates when a clinician is receiving supervision. This session type is for internal tracking only and does not generate a joinable session link.

• Line Management / Point of Contact: Used for scheduling 30- or 60-minute meetings with a line manager or point of contact. Like clinical supervision, it does not create a joinable session link.

• Mindler Academy: Indicates that a clinician is attending Mindler Academy during the scheduled time.

• Blocked Time: Used to block availability when a clinician cannot see clients (e.g., annual leave). The title of the blocked slot can be edited after creation.

• Revisit: Creates an appointment slot that is visible and bookable only by clinicians and Customer Support. It is not accessible to clients.

• Skills Swap: Used to mark attendance at a skills swap session.

• Contracted Other: Used to indicate time spent on other agreed Mindler-related tasks, as approved by a line manager or point of contact.

Guidelines: 

Name and job title

You should enter your first and last name and use your Dr. title in front of your first name if you hold this. Please make sure not to enter any job title in front of your name, instead you should select your title from a dropdown menu.  

Phone number

Please note that the purpose of adding your phone number in this field on Mindler Care is for the purpose of getting the authentication code for you to login to Mindler Care and this information will not be shared with clients. Please ensure that you are inputting your phone number here and not your google voice number as you are not able to receive text messages on your google voice number. 

Gender

Please select one of the following options:

• Man.

• Woman.

• Other. 

Job title

You can choose your title from a dropdown list. The list includes the following options: 

• Counseling Psychologist.

• Clinical Health Psychologist.

• Applied Psychologist

• Lead Psychologist. 

• Clinical Psychologist.

• CBT Therapist. 

Presentation text

Minimum 230 characters, maximum 800 characters. If the presentation text is longer than 250 characters, the patient must press "Read more" to see the full text, so make sure to write the most important things first. Remember to write in the first person (I work with...) and feel free to include "warm" information about yourself or your work. 

Examples: Clinician's profiles

Checklist | Technical issues

When technical issues arise, please follow this checklist prior to reporting to Customer Service: 

• Make sure you are using Google Chrome, Mindler Care is developed for optimal use in Google Chrome browser.

• Reload the page. Shortcut F5 or the circular arrow in the left corner.

• Confirm that your and the patient's internet connection bandwidth is sufficient via https://www.speedtest.net/. Your upload and download speed should be a minimum of 20mbps for the video calls.

• Ask the patient if they are connected to Wi-Fi or 4G/5G. If they are connected to Wi-Fi, ask them to sit closer to their access point or switch to 4G/5G.

• Ask the patient to check that the app has been given access to camera and microphone. They can check this on their smartphone’s settings. 

• Clear cache on the page you have problems with, e.g. https://care.mindler.co.uk. When you are on the affected website. Click the three dots that are located on the top right corner of the browser and then proceed to: More tools> Developer tools> Application> Clear data.

• Update Google Chrome if there is an update available. If an update is available, this will be indicated in the top right corner of the browser.

• Turn off ad-blockers if you have these installed on your browser.

• Try surfing incognito. Click on the three dots on the right and select “New incognito window”. 

• Last but not least, try to restart your computer.

If you have tried all of the above it is most likely a bug, please report this via email to support@mindler.co.uk. Include which of the steps above you have tried and a detailed description of the problem together with:

• Type of device

• Booking ID 

• User ID

If there is a suspicion that something is wrong on the client's end, ask them to contact us. Clients can reach us by sending a message in “Customer Service” in the app or via email to support@mindler.co.uk.

• Log into Mindler Care

• Go to Calendar

• Go to the day/time to select the “long visit” slot you have added or add slot if required

• Click on the slot to bring up the booking card

• Add the client’s User ID to the slot and confirm the booking

• The session is now booked

Notes:

• All slots are “long visit” slots for 50 minute sessions 

• Clients will need to add the payment method to their session, so the booking will show as “unpaid” until they complete the booking

• The client can add their payment method until 10 minutes into the session 

• The client will receive a booking notification in the app when you have added this booking

A session can be cancelled up to 24 hours before the session date/time free of charge.

• Log into Mindler Care

• Find the session via your calendar, user ID or booking ID 

• Click on the session

• Scroll to the bottom of the booking details

• Click on “Cancel Timeslot”

• A message will appear asking “Are you sure you want to cancel meeting”

• Click “Yes”

The slot should then be added back to your calendar so another client can book, but it is always worth checking to make sure that this has been actioned. You can add another “long visit” to your schedule if you need to.

If you would like to remove the timeslot completely so a further booking can’t be made, please follow the steps above and the following: 

• Click on the session again

• Find “Remove Timeslot”

Notes:

• The booking will be marked as cancelled in the client’s profile 

• On your schedule, the session should have a red dot and a line across to indicate that the session has been cancelled

• The client needs to contact Customer Support if the cancellation request is within 24 hours of the session time

• We can only invoice Vitality for completed sessions the client attends, so if they cancel within 24 hours or don't show to a session they may be liable to pay the session fee (See FAQs in the client app for more details)

A session can be rescheduled up to 24 hours before the session date/time free of charge.

There are two methods you can use to reschedule.

Method 1:

• Log into Mindler Care

• Find the session via your calendar, user ID or booking ID 

• Click on the session

• Drag the session to the new time

• A message will appear asking “Do you want to change the slot time?”

• Click “Yes”

Method 2:

• Log into Mindler Care

• Find the session via your calendar, user ID or booking ID 

• Click on the session

• Find the session date under “Booking ID” and click on it

• Choose the session date

• A clock will appear. 

• Click on hour you want the session, and the minute

• Click “OK” once done

Notes:

• Please ensure that the new slot is available to reschedule

• You may only change the session time within the same week for method 1. Please use method 2 if you are changing the session for another week. 

• Please ensure the client has agreed to the new session time before updating the booking 

A session can be booked by the clnician, client or Customer Service

If the client books a session they need to select the date and time of the session then add their payment method to complete the booking. If the client does not add the payment method to complete the booking the session will be automatically cancelled after ten minutes.

If the clinician or Customer Service book the session then the client needs to add their payment method to complete the booking. The client can add their payment method up to ten minutes from the start of the session time.

Sessions cannot be booked by the clinician or Customer Service unless agreed by the client

You can now send a message via Mindler Care to your clients:

• Log into Mindler Care

• Go to Actions

• Go to Messages

• Click Message

• Enter "Send documents" 

• You can now write a message with free text to send to your clients and send attachments. 

Full guidelines below

Free text messages are messages that can be sent to patients through Mindler Care without using a pre-written template. Mindler clinicians and Customer Service (CS) can send a written message to patients of up to 1000 characters, send weblinks and attach PDF documents, jpegs or png images only (Please do not send Google Docs)

Free text messages do not replace the message templates already in place. We encourage you to continue using templates for speed and ease of use. Free text messages are intended to be used as a compliment to therapy and the therapeutic journey. They are not intended to be used instead of therapy sessions or instead of iCBT materials. 

Patients are not able to respond directly to the messages sent. There will be no changes to the routines around patients contacting Mindler. 

Other clinicians will not be able to see the messages you have sent if the patient decides to swap therapists and you will not be able to see messages sent by other clinicians or CS. There is a super-user function where a senior team will be able to read all messages sent. Super-users are the senior clinical team, the senior CS team, and global clinical governance.  This is for patient safety, quality assurance, and the handling of any complaints or clinical investigations. 

It is expected that Mindler GDPR and data handling policies continue to be complied with. As per the Mindler Clinical Record Keeping Policy, which states that any communication to the patient is to be documented, it is expected this is also done with any free text messages sent. 

Free-text messages can be used for: 

• Sending homework materials to a patient which cannot be found in the iCBT.

• Sending weblinks which support the therapy.

• Cancelling appointments for reasons not covered in the templated messages. Please note: only book in new sessions with patients if this has already been agreed with them. 

• Sending safety plans 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. 

• Sending contact details of other services but only if this has been discussed in session beforehand. 

• Therapeutic engagement encouragement if this is not already covered by a templated message. 

• Anything else that cannot be found in a templated message.

Full caseload management

• If a new patient books in but you do not have current availability to see them, case management protocols are to be followed. 

• As a reminder, these are:

  • Send caseload full template

  • Follow up with a phone call to the patient

  • If you are not able to get through to the patient via  a call, a free text message is to be sent saying when you will have availability and encourage the patient to book in then.

What free-text messages are not be used for:

• Cancelling appointments if the clinician is off sick. This can be covered by a templated message.

• Booking in sessions with patients which have not already been agreed with them.

• Sending GP letters.

• Sending Vitality risk notifications.

• Sending letters to employers.

• Any other referrals to other services. 

• To replace Mindler’s iCBT materials.

• As a replacement for a therapy session.

• Risk management which has not been already handled in a call. 

Reasons CS may send a free text message: 

• Information about a patient’s Vitality policy or payment plans.

• Information about a complaint or feedback sent by Vitality. 

• To prompt payment for invoices.

• To ask patients to update their Mindler account so invoices can be successfully submitted.

• With general information that is not available in a templated message.

Note: CS will be in contact with clinicians if any information they send is relevant to the therapy e.g. debt issues which may signal an additional vulnerability.  

Free text message writing and sending guidance

• If you have informed a patient you will send them a message then set clear expectations around when they can expect to receive it. For example, if you work one day a week and will not be able to send the message with a patient’s homework until the next week, make this clear to them.

• Make it clear to the patient what to do if they do not receive a message they were expecting from you, which is, to discuss with you in your next therapy session or to contact CS.

• Start the message with the patient’s name.

• Explain what you are sending.

• Check for any spelling mistakes or grammatical errors.

• Check any links or uploaded documents are correct and do not contain any personally identifiable information.

• Write your name at the end of the message.

Please follow these instructions if you for some reason have to cancel or reschedule your appointment(s). We do want to avoid rescheduling or cancelling appointments from our end as far as possible. This should only be done in exceptional circumstances. 

Rescheduling a patient

1. You must get in contact with the patient via telephone first. This is to make sure the patient is being rescheduled to a time that they are available. If you cannot reach the patient the first time, try to call again later. 

2. If you are still unsuccessful at reaching the patient by phone, you are to cancel the appointment completely and send the patient a message through Mindler Care about the cancellation. You can see the routine for this further down in this document.

3. You must also inform CS, via an email to support@mindler.co.uk, that an appointment had to be cancelled and the patient was not contactable by phone - so that we know about the situation if the patient contacts us.

4. If you have been in contact with the patient and they have approved the new time slot, you don’t have to inform CS about the situation.

5. You must inform your line manager of any cancellations or rescheduling you needed to do without the patient knowing, via email, detailing the reason for this.  

How to reschedule in Mindler Care

If the appointment is already paid for by the patient, and you are going to move the session within the same week, you can just drag and drop the already booked appointment on a new time slot. If you cancel it and book another appointment slot, the payment will be automatically refunded and the patient will have to pay the new appointment again.

If you move the appointment to the next week, it’s better to cancel it and book a new appointment the upcoming week. This is since it’s a bit tricky to move a paid appointment slot from one week to another. If this is the case, make sure to explain to the patient that they will receive a refund and will have to pay the new appointment again.

In case of cancellation with short notice or sick leave 

1. If you need to cancel appointments with short notice, you need to cancel the appointments in Mindler Care. After each cancelled appointment, open the appointment slot again, go to Patient card > Bookings > Actions and from there message each patient about the reason that you had to cancel. You can choose from different message templates, depending on the reason for cancellation. 

2. Don’t forget: You also have to remove all of the empty time slots the same day, or else new patients will be able to book themselves in at those times.

3. E-mail support@mindler.co.uk with information about that you had to cancel and that you have sent messages to the patients. If you are calling in sick, use “SICK” in the subject line as soon as possible on the first day of absence and preferably no later than 3:00pm the day before in case of continued absence. 

4. You must inform your line manager of any last minute cancellations or rescheduling needed to do, via email, detailing the reason for this.  

If your client does not log in to the session, you can send  the “Session has begun” template in their profile on Mindler Care and/or give them a call via Google Voice. 

• You can send a templated message if the client hasn’t joined the session from the start time - Choose “Session has begun” from the dropdown menu

• Please call the client if they don’t log into the session by contacting them via MBx/Wx3. Only leave a voicemail if they have consented to this. 

Notes: 

• You don’t need to send an email to Customer Support to advise of any DNAs. They are marked on the client’s profile in Mindler Care.

• Customer Support Billing Team will pick up the booking marked as “no show - fee” and will send an email to the client advising that they are liable to pay for the missed season fee, as part of the standard process

• For self-funding clients, refunds are not available if the client does not log in to the session

 Caseload Management.pptx

Please use this section for emails to be sent to Vitality, clients, GPs or third parties - please add the email address only for GPs and third parties. Referrals cannot be sent by post.

If the recipient is Vitality or the clients, please just add in Vitality or the user ID

• 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 client, Vitality or email address only if the recipient is a GP, third party

• Write in your referral

  • 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- 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 

• Customer Support will send this on your behalf adding in the relevant client information required

• Please note that an email address is required, as the referral is not posted so please ensure you have added a recipient’s name and email address 

• 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

All sessions have to be carried out via Mindler Care. Sessions cannot be offered off the platform. Bookings cannot be updated retrospectively, but will reflect as a no show. 

END OF TREATMENT  STATUS IN MINDLER CARE

Treatment completed: When a client  has completed a course of treatment including assessment, treatment sessions and end of treatment session. Client has also completed pre and post mandatory outcome measures.

Does not comply with user agreements: When a client is not meeting the user agreements outlined in the website and app, some examples include, inappropriate behaviour, booking with different clinicians after they have been advised that Mindler is not best placed to help them.  

Several missed visits: When a client repeatedly fails to attend scheduled therapy sessions, DNAs or cancel sessions and is not responding to a clinician’s attempts to rebook. Clinicians are using the caseload management flowchart to follow up clients. 

Didn´t meet care criteria: When a client’s presenting a problem has been assessed to be outside of the scope of what can be offered by Mindler without referring to another external service. 

Patient referred to external care/institution: When a client is referred to external care eg. secondary care, couples  therapy, GP services.

End of patient's request: When a client explicitly requests to terminate treatment without this being completed. 

Referred to colleague: When a client is referred after assessment or during treatment to another Mindler clinician. 

Treatment not applicable: When a client has completed treatment  (assessment, treatment sessions and end of therapy session) but no PRE and POST OMs completed. Please discuss these clients in line management / POP and clinical supervision sessions and keep a record on WebdocX.

*Please note this is only to be used for internal service purposes. Clients won't be accessing this information but the clinical progress notes and discharge status on Webcur.

• Join meeting (patient is not connected yet)" = The patient has not entered the "waiting room" in the app yet

• "Join meeting (patient is connected)." = The patient has opened the "waiting room" but has not necessarily entered the conversation yet

• "Joining meeting when patient is connected." = Appears when the psychologist has clicked on one of the first two modes above. ATTENTION! The idea is that the psychologist will automatically connect when the patient has connected, but in exceptional cases this cannot happen due to various technical reasons (e.g. that the psychologist uses a certain type of browser)

• "Join meeting" = Patient is in the conversation and waiting for the psychologist to connect

• "Joining the meeting." = Appears briefly while the psychologist joins the conversation."

If you are unable to see your clients OMs it may be because they have not given consent to share their OMs. We do need explicit consent from clients for psychologists to be able to see the OMs. Clients can do this by going to Menu > Privacy > Data Collection, and from there give consent in the app.

Agree with your supervisor on the date and time of clinical supervision. 

Your supervisor will then book a tech test in their Mindler Care Calendar and add you to it. 

In order to attend the meeting you need to download the Mindler app if you haven't already and login using the same username and password as you would on the MC platform. 

Your Mindler Care Calendar and the Mindler app on your phone don't sync so you will have to also add the appointment in your Mindler Care Calendar by clicking “+ add new”, selecting “clinical supervision” and adding it to the time and day you have agree to have your clinical supervision in. 

The time is set as 60 mins. If you need to alter the duration you can do this by expanding or contracting the box created. 

You will then need to add with whom the supervision is with. To do this, click on the box created and enter your supervisor's name. If the name doesn’t come up immediately, try adding your supervisor’s title if they have one or alternatively, contact your supervisor and ask them for their User ID. Once the name has been added, click “book”. 

To create a certificate please click on the client’s booking card on Mindler Care, then select Actions, select Certificate or referral and select Certificate. 

The Certificate form prompts you to complete the following recipient details: 

Name or Clinic - Add Client ID. 

Address - Add Client ID. 

Certificate / referral - The certificate should include the following : 

To whom it may concern, 

(Surname, forename,  DOB) was seen by myself, (Clinician’s name), at Mindler, an online therapy platform for (number of sessions) 50 minute sessions during the period of time between (date of assessment session) and (last session). 

Brief description of treatment and engagement so far. 

Kind regards,

Name

Clinician’s title

Please add your letter to WebDocX prior to saving it on MC and ensure that your letter is factual, respectful and does not contain any spelling or grammatical errors. 

CS is there to ensure that the letter is sent safely onwards and not to proofread. 

Inform CS that you have sent a Certificate form for User xxxx.