Onboarding

Please find below links for your induction videos - you can watch them all in just over half an hour, so grab a brew and click play...and apologies for being on mute at one point 😊

Clinical Induction Video

Length of video: 16 mins 56 seconds

Mindler Care induction video

Length of video: 16 mins 35 seconds

All sessions take place via Mindler Care (clinician) and the Mindler app (clients) All sessions are 50 mins video calls and must take place via Mindler Care. It is not permissible for sessions to take place via telephone call, facetime or other platforms e.g. Zoom, Google Meets. All clients must be in the UK at the time of session. If the client is abroad, please discontinue the session and advise the client that we are not able to continue at this time. Please update Customer Service via email support@mindler.co.uk so the booking (and invoice) can be updated to reflect that the session was not completed. 

By popular demand, sessions can now take place on a larger screen with clients able to join a session on their laptop or desktop PC using a code assigned to their session in the app.

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 MBX/Wx3 number or a roaming sim. 

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

Clinician Photo

• Choose a natural, quiet outdoor location or an indoor space with a neutral background and some depth (avoid plain walls or studio shots).

• Capture an upper-body portrait (not full-body); square format is not necessary, as cropping will be done.

• Use natural daylight; ensure the image is clear, sharp, and at least 500x500 pixels (high resolution preferred).

• Wear any colour but avoid bold prints or outerwear (if outdoors); present a warm, positive expression.

• Use a colour photo, portrait or landscape orientation; no selfies—use a tripod or ask someone to take the picture.

You can read through the full guidelines and see examples here.

For you and your sessions:

Mindler Care  - Platform used by therapists to offer therapy to clients  and record treatment outcomes  

Webcur  with User Manual and  notes templates here -  Journal system used for entering in your patient notes and notes from clinical supervision of cases. (It was until recently called Webdocx).   

RISMA - Platform used for deviation reporting and where all clinical policies are held   

Mindlink - Mindler’s intranet page - contains everything a clinician needs on their working day: email, calendar, Webcur, Mindler Care, policies, Vitality FAQs etc.

For you:

BOB - Mindler’s HR system - used to request absence eg holidays, sickness

Slack - Every day communication with your colleagues 

Google Meets - General meetings e.g. weekly team meetings. Not to be  used for any clinical discussions, seeing patients, or passing on sensitive medical/ therapeutic information . 

MBX/WX3 Phone system - Mindler does not offer therapy over telephone. All psychologists will be set up with WX3 account during their onboarding to use when making phone calls. Psychologists can call their team lead/ lead psychologist by telephone in emergency situations, or if prearranged. 

This is the main system used by clinicians and Customer Service to manage bookings and client accounts

Clinicians will use Mindler Care to…

• Manage their schedule

• Book Sessions

• Join Sessions

• Assign iCBT coursework

• Access client accounts

• View Outcome Measure Surveys  and Clinical Questionnaire 

Sessions can be booked within Mindler Care by clinicians and Customer Service which the client can then complete 

by adding their payment method

Customer Service will use Mindler Care to manage bookings, reschedules and cancellations 

All client info is stored in Mindler Care in relation to personal details, bookings and payments 

For more info, please visit the Mindler Care FAQs in Mindlink

Set up your Mindler Care account: Go to https://care.mindler.co.uk/ Click “create account” at the bottom (make sure to select UK)

• Create an account using your email and phone number, select a password

• Login in using your email and password

• Input the code sent to your phone number

• Send your user ID to the system administrator Sabrina Di Mauro

• The system administrator will get back to you when they have finished setting up your account. You will then be able to login to Mindler Care.

Please ensure that you have read through the Clinical Policies and sign off in RISMA once you have read them. 

These include the: 

• Mindler Clinical Handbook  

• Risk Assessment, Management and Escalation

• Safeguarding/Risk to Third Parties  

• Risk Management SOP

• Clinical Record Keeping

• Line Management

• Point of Contact

• Clinical Supervision

For Clinicians

There is a Tech Support checklist available in Mindlink to run through should you experience any issues with accessing Mindler systems. If a client has not joined the session and is experiencing some tech issues, we kindly ask psychologists to run through this checklist with them via a Google Voice call 

Before raising the issue with Customer Service, we kindly ask that this checklist is followed as part of the troubleshooting process

Points to remember:

• Verification Codes sent via SMS are managed by a third party company, so Mindler cannot send these independently 

• Mindler Care and other browser based systems eg WebdocX, Mindlink are optimised to work on Google Chrome

• Usual device maintenance and laptop settings must be updated 

• An incognito window is sometimes handy for a quick fix 

For Clients

The app is optimised to work in the UK and clients must ensure they have a strong network or wifi connection to stream the video calls. It is the client’s responsibility to maintain their device eg battery, app storage and to have a strong connection to join the session and complete it in full 

Cancellations Policy:

A client can cancel or reschedule their session up to 24 hours before the session start time. We recommend therapists book 2-3 sessions ahead, so there is always a follow up session in the diary

Late Cancellations:

If a client requests to cancel their session within 24 hours of the session start time they are prompted to contact Customer Service

No Shows

If a client does not join the session, please send them a message via the app and call them via MBX/WX3. The booking will automatically update to no show - fee 

Incomplete Sessions:

If a client joins a session, but is not able to continue due to work, illness, childcare, being abroad etc then please contact CS to update the booking and invoice for the client to pay or non-refundable

Can a client have a session when they are abroad?

Clients must be in the UK at the time of the session to ensure we can provide the best clinical service. Clients can still access the app for iCBT or to manage bookings when abroad

Reallocations

If a client or therapist feels they would be best with another psychologist, the therapist will reach out to their colleagues via Slack and check the Clinicians Speciality Notion Page to identify a suitable therapist 

Sessions can be booked by the client, therapist or Customer Service. We recommend clients book 2-3 sessions ahead of time to promote engagement with the treatment plan and help you manage your caseload. Sessions can be paid for via credit/debit card, a promo code or insurance. Mindler currently works with Vitality and corporate partners including Beder. Clients can pay for session up to 10 mins from the start of the session time. Sessions can be rescheduled or cancelled up to 24 hours before the session start time directly in the app. To join the session you click on the link in the booking card in Mindler Care. The client is sent a link in the app to join the session and must log in first before the therapist is then able to connect

The client completes the booking by adding the payment method which will change the status from "Unpaid" to "Paid" 

If the client cancels a session within 24 hours, misses a session or does not a complete a session:

• For self-funding clients - the session fee is non-refundable

• For Beder clients - the voucher is non-refundable 

• For Vitality clients - we can only invoice Vitality for completed sessions, so the session will be refunded to be used for another time and the client will be sent an invoice to pay for the session fee 

We have been working with Vitality clients since March 2023 with all clients transferring from My Online Therapy in October 2023. Vitality clients can access talking therapy via the Care Hub or directly in the Mindler app by adding their membership no and DOB to validate their policy. Vitality share a database with Mindler of all active policies, so can the account can be linked . If there is a flag, past claim, underwriting claim etc then the client will not be able to validate their policy and be asked to contact Vitality to review. If clients make a telephony claim with Vitality they are given an OTP that they are prompted to add when they enter their membership no and DOB to validate their policy. If a client is in ongoing treatment further sessions can be requested by the therapist if there is a clinical need. If a client has completed treatment and would like to come back for sessions they must contact Vitality to make a new claim 

The Initial Session or New Claim

In the initial sessions (session 1 or 2)  you will be required to complete a Treatment Plan template in Webcur to confirm 

how many sessions you recommend the client to have as partof their treatment. All Vitality clients are approved to have 4 sessions when they initially register with Mindler (effective 9th Sept 24) You can request further sessions if you feel there is a clinical need which is submitted to Vitality to review to update the new total of sessions to 5-8 (Treatment Plan No 1) and 9-16 (Treatment Plan No 2)

Requesting Further Sessions 17+

If you feel there is a clinical need for clients to have 17+ sessions, you can request further sessions from Vitality by submitting a report. This is send to Customer Service via the Referral/Certificate section in Mindler Care. Requests can only be sent with the client’s consent 

Example here. 

There are also a list of helplines on the Mindler UK website

Link:  https://mindlercare.com/uk/emergency-resources/

• Samaritans - call 116 123 (24 hours a day, 7 days a week), email jo@samaritans.org 

• SANELine - 0300 304 700 (4.30pm-10.30pm everyday). 

• The Mix - 0808 808 4994 (for under 25s, Sunday-Friday 2pm–11pm),  can text THEMIX to 85258, or chat https://www.themix.org.uk/get-support 

• Papyrus HOPELINEUK - 0800 068 4141 (weekdays 10am-10pm, weekends 2pm-10pm and bank holidays 2pm–10pm), email pat@papyrus-uk.org or text 07786 209 697. For under 35s.

• Campaign Against Living Miserably (CALM) - 0800 58 58 58 (5pm–midnight every day) or use their webchat service https://www.thecalmzone.net/help/webchat/. For those that identify as male.

• Nightline - students can look on the Nightline website https://www.nightline.ac.uk/want-to-talk/ to see if their university or college offers a night-time listening service. Nightline phone operators are all students too. 

• Switchboard - 0300 330 0630 (10am–10pm every day), email chris@switchboard.lgbt or use their webchat service https://switchboard.lgbt/. For those that identify as gay, lesbian, bisexual or transgender, Phone operators all identify as LGBT+

• Maytree Suicide Respite Centre - 020 7263 7070, maytree.org.uk Offers free respite stays for people in suicidal crisis.
  
  

• National Suicide Prevention Helpline UK - 0800 689 5652, www.spbristol.org/NSPHUK, 24 hour helpline for people experiencing suicidal thoughts, plans or intent.
  
  

• Shout - 85258 (text SHOUT), giveusashout.org, Confidential 24/7 text service for those in a crisis.
  
  

• Stay Alive - prevent-suicide.org.uk, app for those who feel suicidal or for those supporting someone else
  
  

• Survivors of Bereavement by Suicide (SOBS) - 0300 111 5065, uk-sobs.org.uk, support and support groups for anyone bereaved or affected  by suicide.