AMHS FAQs

How do I contact Customer Service?

For Clinicians: Please email support@mindler.co.uk. This email is for internal use only and specifically set up for clinicians.
For Clients: Clients can contact Customer Service via the app or by emailing customerservice@mindler.co.uk.
Hours: Monday to Friday, 9:00 AM – 5:00 PM.

Can clients have sessions if they are abroad?

No. In order to access therapy sessions at Mindler, clients must be UK residents and physically located in the UK at the time of the session. We cannot facilitate sessions while a client is abroad to ensure proper clinical care and compliance.

Technical Context: The app is optimized for the UK. Third-party SMS verification services only deliver to UK regional numbers.
Action Required: If you join a session and discover the client is abroad, advise them of company policy and discontinue the session. Email support@mindler.co.uk with the User ID and session details so Customer Service can update the booking and invoice.

Can we carry out sessions off the platform?

No. All sessions must be conducted on Mindler Care. Carrying out sessions via WX3 (MBX), Zoom, or any other external platform is strictly prohibited under Mindler's compliance policy.

Can I send my client a DM or email?

Clinicians can message clients through Mindler Care using pre-populated templates.

To send attachments or custom text, select the "Send documents" option (free-text version).
Direct emails from clinicians to clients are not permitted.

Can my client call me back on WX3 (MBX)?

No. WX3 (MBX) is strictly for outbound calls made by the clinician. Direct contact from client to therapist via personal phone, email, or unapproved messaging is prohibited per compliance policy.

How do I share homework or send a templated message in Mindler Care?

Log into Mindler Care.
Search the client’s User ID and open their profile.
Click Actions - Messages - Open.
Click New Message.
Select a pre-populated template OR choose "Send documents" to write a free-text message and attach files/homework.

Why can't Customer Service email a client directly?

When a client registers with Mindler UK, only their mobile number is verified automatically. Because email addresses are not automatically verified upon registration, Customer Service cannot send emails to unverified accounts.

How do I update my availability?

All sessions in Mindler UK are 50 minutes long. You must select "Long Visit" for both initial and ongoing sessions.

Log into Mindler Care.
Go to your Calendar.
Click Add New in the top right corner.
Select Long Visit and click on your desired days/times to add slots.

Does the app automatically update to the time zone I am in?

Yes.

What do the colors and dots mean on my schedule?

Background Colors:
- Green: Initial Session
- Orange: Ongoing Session
Status Dots:
- Green Dot: Payment method added by the client.
- Orange Dot: Session booked by therapist/Customer Service, but client has not yet added a payment method.
- Red Dot: Session canceled.

When does a client need to add their payment method?

Direct App Bookings: Within 10 minutes of selecting the date and time, otherwise the system automatically cancels the slot.
Clinician/CS Bookings: The client has until 10 minutes after the session start time to add their payment method.

What do I do if my client hasn't joined the session or the booking shows "unpaid"?

If the client has not joined at the start time, send the templated message: "Session has started".
Wait 5 minutes and call the client (via Google Voice/WX3) to troubleshoot technical issues.
Clients have up to 10 minutes past the start time to add payment details. If they fail to join, classify the session as a no-show (even if unpaid), provided the appointment was pre-agreed upon.

What if a client joins but cannot complete the session?

If a session is cut short or cannot continue, email support@mindler.co.uk with the client's User ID and session details so Customer Support can adjust the booking and invoicing accordingly.

What is the cancellation policy?

Clients can cancel or reschedule self-serve in the app up to 24 hours before the session start time. Cancellations within 24 hours require the client to contact Customer Support directly.

Do I receive email notifications for new bookings or cancellations?

No. There are no automated email notifications for schedule updates. Clinicians must regularly monitor their Mindler Care calendar to review new bookings and cancellations.

Can I mark my profile as "Caseload Full"?

While there is no native "caseload full" toggle, you can update your bio/working hours in your profile to state that you are not currently taking new clients. Customer Service will also reference this when handling client requests.

Does the client complete a self-assessment prior to the initial session?

No. Clients select their therapeutic preferences during registration, but no clinical self-assessment is completed prior to the initial consultation.

What is the client reallocation process?

Clients are free to book with another clinician at any time. If you need to reallocate a client:

Post an anonymized query (no age, gender, or identifying details) in the #colleagues-specialties Slack channel.
If unresolved after 48 hours, reach out directly to colleagues with matching specialties.
If no response is received, email reallocations@mindler.co.uk.
Note: You remain the responsible clinician until formal handover to a new clinician is complete.

Can clinicians book sessions for clients?

Yes. Roughly 70% of sessions are booked by clinicians. To build therapeutic engagement and manage schedules effectively, clinicians are encouraged to pre-book 2–3 sessions ahead with the client.

Do we offer couples or family therapy?

No. Mindler UK strictly provides individual therapy to clients aged 18 and older (excluding specialized youth pathways such as The Sandbox).

How do I send a GP, Crisis, or Social Care referral?

Complete the relevant referral template in Juvonno and notify Customer Service once complete. CS will deliver the documentation to the client or facilitate the onward referral.

How do I send my client a safety plan?

Safety plans (collaboratively drafted during a live session) should be sent via Mindler Care messaging ("Send documents" free-text option) as soon as possible, and no later than 24 hours post-session.

Do not include personally identifiable information (PII) in free-text messages.
Always follow the Mindler UK Risk Assessment, Management & Escalation Policy.