Vitality 

Valid for clients registering or making a new claim with Mindler from 9th Sept 2024

Vitality clients are now approved to have 4 sessions when they register and/or add a OTP for a new claim 

During the initial session, the therapist will discuss a treatment plan with the client and if there is a clinical need for further sessions then the first Treatment Plan is completed within WebdocX - select "New Journal Entry"

First Request

• Select "Treatment Plan - First Request 5 to 8 sessions"

• Email support@mindler.co.uk cc Antigone once this is completed so the Treatment Plan can be sent over to Vitality to review in the Daily Activation Report (DAR)

Second Request

• Select "Treatment Plan - Second Request 9 to 16 sessions"

• Email support@mindler.co.uk cc Antigone once this is completed so the Treatment Plan can be sent over to Vitality to review in the Daily Activation Report (DAR)

Notes

• The client's account will be updated once the DAR has been returned by Vitality confirming that the client's claim has been updated for the new number of sessions. Please allow a minimum of five working days.

• Treatment Plans can only be sent for up to a new total of 8 sessions and up to a new total of 16 sessions, so even if the client's needs are complex and it is known that more than 8 sessions are needed they will need to be submitted by individual treatment plans 

• Please check the "What conditions are excluded in a Vitality policy?" article in Mindlink to ensure the Treatment Plan is valid 

• There is no change to the process where 17+ sessions are required 

If you have any questions or need further clarification about the new procedure, please do not hesitate to reach out to support@mindler.co.uk 

Link to New Treatment Plan for Vitality clients effective from 9th Sept 2024

Vitailty clients register their account with Mindler by linking their policy to access treatment. Vitality share a database of all active policies, so when the client adds in their Membership No and DOB their policy will be validated and the sessions are added to their Mindler payment method. 

All sessions are booked in line with their policy terms and are only available whilst the policy is active

Vitailty have confirmed that risk and vulnerabllity notifications does not impact on a client's premium. Vitality use the information in order to handle their members' needs appropriately, in line with their obligations with FCA requirements.

For further information, please visit their Privacy Notice | Vitality

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This process is only valid for clients who registered with Mindler and validated their Vitality policy up to and inc Sun 8th Sept 2024. If the client registered or made a new claim from 9th Sept 2024 then the new Treatment Plans process would apply 

1st Request - An additional session request can be made by submitting an email to Customer Support at support@mindler.co.uk. Please provide the client’s User ID only and advise that a further 8 sessions are required. A template is not required and the client’s promo code will be updated to show that they have a total of 16 sessions.

2nd Request - If you need to make a further request where 17 sessions or more are required, then a more detailed request will need to be submitted to Vitality to review. Please advise how many more sessions in total you feel the client will need to complete their treatment.

Please complete the template provided below

Additional session request instructions and template

• Go to Mindler Care

• Go to the client's profile

• Select Actions

• Go to Certificate or Referral and press create

• Enter the name or clinic as Specialised Care

• Enter the Address as Vitality

• Paste in the completed template into the text box

• Press send

This is sent to a secure mailbox, so please send an email to Customer Support  at support@mindler.co.uk with the User ID to advise that you have submitted a request for further sessions 

The request will be sent to Vitality to review and you will be advised when a response has been received to confirm if the request was approved or rejected

Vitality members are only eligible for sessions that take place whilst their policy is active. Any sessions scheduled to take place after the policy expires will be cancelled and can be re-booked by the client on a self-funding basis if they wish to continue with therapy. Mindler can only invoice Vitality for completed sessions that are attended by their clients and take place during the active policy year. 

As you know, we have always operated with the exclusion criteria shared by Vitality which stipulated that they do not cover direct treatment for conditions including anger management, sleep disorders, psychosexual treatment or drug or alcohol abuse. 

This has now changed! 

All Vitality members can access talking therapy sessions using their policy. Their acceptance terms and any specific medical conditions listed in the "Exclusions - what's not covered" on pages 30-33 of their personal policy terms documents DO NOT APPLY TO THIS BENEFIT.  he remaining plan exclusions do apply and they will not cover treatment that is not helping to improve the condition or is only serving to control the symptoms.  Clients can find out more in their Member Zone account or Care Hub in the Vitality portal

What does this mean?

If a client presents to you with any conditions that were previously in the exclusion list , you will be able to treat them at Mindler. Of course, our own exclusion criteria may apply and Mindler as a Digital Health Platform may not always be a suitable service, so that would always take priority. 

Treatment Plans and Requests for 17+ sessions

Please be mindful that the client will be able to access up to 8 sessions as parr of the general exclusion criteria. If there is a clinical need for further sessions, these can be submitted via the Treatment Plan for a new total of 5-8 sessions and 9-16 sessions with a more indepth report submitted for 17+ sessions. Although clients are able to access sessions for previously excluded conditions, we can only offer sessions with a view to improving their condition and not for controlling symptoms or managing it. 

Clients can cancel or reschedule their session up to 24 hours before the session start time. We can only invoice Vitality for completed sessions that the client attends, so if they don't show for the session or cancel within 24 hours then the session is refunded to be used for another time. Sessions cannot be deducted in lieu of a no show or late cancellation invoice.

In the first instance, follow the Mindler UK Risk Assessment, Management and Escalation Policy and SOP.

All medium or high risk is to be fed back to the Vitality Mental Health Team. Please note: The Mental Health Team are not medically trained and do not have the expertise to provide risk support themselves. They serve an administrative function. The reason Mindler clinicians pass on risk information to Vitality is so they are aware of which customers are additionally vulnerable and to be prepared in case they need to arrange additional support. If additional support from Vitality is needed, this has to be requested by you as a professional. They cannot decide this themselves.

Send a referral note to Customer Support via the client’s profile on Mindler Care for submission to Vitality. 

• 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 - Specialised Care, Vitality

• Write in the risk information to be passed on

• Press Send 

When writing the risk information, the Vitality Mental Health Team want to know:

• A brief description of the concern you have (e.g. details of risk to self)

• What you have done to address the concern (e.g. safety plan put in place)

• If you have any professional requests for the Mental Health Team to act on (e.g. request for psychiatric assessment)

The timeframes for passing on the risk information is:

• Within 24 hours if the risk is high

• Within 48 hours if risk is medium

The information you write will be sent via secure mailbox to Customer Support who will add in the client’s membership number and send it to the Mental Health Team on your behalf. For prompt attention, please email Customer Support with the patient’s user ID to advise that you have added a referral to be sent to Vitality. 

For more information on what to include you can have a look at the Risk Notification Template and the Risk Notification Example. 

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

If you have a client who needs to be referred back to Vitality for access to other services, please add a referral note to the client’s account in 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 - Mental Health Team, Vitality

• Write in your referral request

• Press Send 

In your referral request, please state:

• A brief description of what you have already done (e.g. assessment)

• Why another service is more suitable

• What other service/intervention would be more suitable

The timeframe for passing on this information is set as:

• Within 24 hours if the patient’s need is complex/risky

• Within 48 hours for less immediate concerns

This will be sent via secure mailbox to Customer Support who will add in the client’s membership number and send to Specialised Care on your behalf

For prompt attention, please email Customer Support with the user ID to advise that you have added a referral to be sent to Vitality 

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 

Vitality wants to know when a customer is not deemed suitable for Mindler. If at any point during assessment or treatment it is decided a Vitality customer is not suitable for further Mindler intervention, the Vitality Mental Health Team is to be informed.

Through the patient’s MC referral/certificates section, send an update to the Vitality Mental Health Team stating:

• A brief description of what you have already done (e.g. assessment)

• Why the patient is not suitable for Mindler

• If you have any suggestions/ requests for a more suitable intervention to be arranged by Vitality

The timeframe for passing on this information is set as:

• Within 24 hours if the patient’s need is complex/risky

• Within 48 hours for less immediate concerns

• PHQ-9 (Patient Health Questionnaire - 9 item)

• GAD-7 (Generalised Anxiety Disorder - 7 item)

• KEDS (Karolinska Exhaustion Disorder scale - 9 item)

• CORE-10 (Clinical Outcomes in Routine Evaluation - 10 item)

• PCL-5 (PTSD Checklist for DSM-5 - 20 item)

As a clinician, you can assign one or multiple questionnaires to the patient through Mindler Care.

Here is a “How to use” document explaining with pictures how the questionnaires work.

Once the patient has completed a questionnaire, they will come to the results page where they can see their score, what it might indicate, and a disclaimer saying “This result is not a diagnosis. If you have any questions, you can discuss them with your psychologist in the next meeting”. 

The results are saved in the app for the patient to see and are visible to you in Mindler Care, under the Actions tab.

We can only invoice Vitality for completed sessions that the client attends. An invoice is submitted via Healthcode within two working days. A remittance is sent back to Mindler on a weekly basis detailing who is liable to pay. If the client has an excess on the policy they will be liable to pay in contribution to their claim with Vitality then covering the remainder of their treatment. 

Vitality have a 30 days payment terms with Mindler with invoices sent to clients with a request to pay their invoice using a credit or debit card via Stripe. 

If a client does not pay the invoice then a reminder is sent by the Medical Billing Team with a follow up message to remind the client to pay. As part of the credit control process, if the invoice is still outstanding following two reminders and messages then the invoice is moved to "Bad Debt" The number of Vitality sessions available to the client may be reduced to prevent further sessions being booked and to help minimise the risk of the client being liable to pay any further invoices. The Medical Billing Team will email the therapist to advise with a request that further sessions are not booked. Any scheduled sessions can still take place. 

Although Vitality may approve sessions, the client will be liable to pay in contribution to their claim. Clients will have set a fixed excess on their policy with Vitality to pay per claim or per policy year. This is typically £100, £150, £250 or £500. Mindler submits an invoice to Vitality once the session is completed and they return a remittance advising who is liable to pay for the sesion. The client will also receive a statement in their Member Zone account on the Vitality app for all completed sessions we have invoiced Vitality for.

If the client has an excess to pay, Vitality will return the remittance advising the client is liable to pay in contribution to their claim. Mindler will send the client an invoice to pay via Stripe using a credit or debit card. Once the client has paid their full excess, any further sessions will be covered by Vitality for that course of treatment.

If the client's policy renews during the course of treatment, they may be liable to pay the excess again for the new policy year.

If the client's policy changes and their benefit level expires, the client may be liable to pay for their treatment due to cover eligibility. 

If the client fails to pay outstanding invoices, Mindler may not allow any further sessions to be booked until the outstanding invoices are paid in full. The Medical Billing team will inform therapists if clients are not able to book sessions in this scenario.

Mindler does not have visibilty of a client's excess at the point of registration.  

Although Vitality may approve sessions the client will be liable to pay in contribution to their claim if they have an excess on their policy. When they make a booking they select Vitality as the payment method, so they are not paying up front for a session but using one of their approved sessions to complete the booking. The "receipt" is a booking confirmation email showing that the client has selected Vitality as the payment method.

We submit an invoice to Vitality after each completed session and they return the remittance detailing who is liable to pay. The client will also receive a statement in their Member Zone account for every invoice we submit following a completed session confirming who is liable to pay. If the client has an excess on their policy they will be sent an invoice by Mindler to pay by return. 

Vitality clients can view their policy terms including excess in their Member Zone account where they can also see any excess they have on their policy. They will have also received a letter or email from Vitality when they registered with Mindler confirming that their claim was open with access to 8 sessions and confirmation of what their chosen contribution (excess) is on their policy,

Mindler does not have visibility of their policy terms including any excess at the time of booking, so it is just the payment method of Vitality that is selected to allow them to complete the booking and have the session that indicates to us that we then need to submit an invoice once the session is completed

As we can only invoice Vitality for completed sessions that the client attends, the client may be liable to pay the session if they fail to attend the session or cancel within 24 hours

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