Session Management

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How to Book a Session

1. Log in to Mindler Care and navigate to Calendar.

2. Select a pre-existing "Long Visit" slot (50 mins) or add a new one at the desired time.

3. Click the slot to open the Booking Card.

4. Enter the client’s User ID and confirm.

5. Note: The booking will show as "unpaid" until the client adds a payment method (available up to 10 minutes into the session).

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Rescheduling a Session

Must be done at least 24 hours in advance to avoid charges. Always agree on the new time with the client via phone first.

• Method 1 (Same Week): Click and drag the session to the new time slot. Click "Yes" to confirm.

• Method 2 (Different Week): Click the session > Click the date under Booking ID > Select the new date/time > Click "OK".

• Payment Note: Moving a paid session within the same week preserves the payment. Moving it to a different week requires cancelling and re-booking (the client will be refunded and must pay again).

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Cancelling a Session

1. Find the session in your calendar and click it.

2. Scroll to the bottom and select "Cancel Timeslot" > "Yes".

3. Important: If you want to prevent others from booking that gap, click the slot again and select "Remove Timeslot".

4. Late Cancellations: If within 24 hours, the client must contact Customer Support (CS) via email.

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.

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When the Session is Starting, but the Booking Shows as "Unpaid"

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.

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Compliance & Location Policies

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Sessions Abroad

Clients must be a UK resident and physically located in the UK at the time of the session.

• The Policy: We cannot facilitate sessions while a client is abroad due to clinical care standards and technical optimizations (SMS and app functionality).

• Action Required: If you join a session and the client is abroad, discontinue the session immediately.

• Reporting: Email support@mindler.co.uk with the User ID and session details so CS can adjust the invoice.

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Off-Platform Sessions

Strictly Prohibited. All sessions must occur within Mindler Care. You may not use Zoom, WX3 (MBX), or any other third-party platform.

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Communication & Messaging

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Free-Text Messaging Guidelines

You can now send custom messages (up to 1,000 characters) and attachments (PDF, JPEG, PNG only) via Actions > Messages.

• Usage: Use for homework, weblinks, safety plans, or engagement encouragement.

• Restrictions: Do not use for GP letters, employer letters, or as a replacement for live therapy.

• Protocol: Always start with the patient's name, sign off with yours, and document the communication in the clinical record.

• Caseload Full: If a new patient books and you are full, send the "Caseload Full" template, follow up with a phone call, and use free-text only if the call is unsuccessful.

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No-Shows (DNA)

If a client hasn't joined by the start time:

1. Send the "Session has begun" template via their profile.

2. Attempt a phone call via MXB (only leave a voicemail if consent is on file).

3. CS will automatically handle billing for "No Show - Fee" sessions.

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Referrals, Certificates & Admin

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Sending a Referral or Certificate

1. Search the User ID > Go to Bookings > Treatments > Codes > Actions.

2. Select Certificate or Referral and click Create.

3. Referrals: Enter the recipient (e.g., Vitality, GP email). Use the User ID only; do not include names or contact details in the text for GDPR.

4. Certificates: Follow the standard template (Name, DOB, session count, brief description).

5. Final Step: Email support@mindler.co.uk with the Client ID to notify CS to process the document.

Discharge Definitions

• Treatment Completed: Full course finished + Pre/Post outcome measures done.

• Did Not Meet Criteria: The presenting complaint is outside Mindler's clinical scope.

• Several Missed Visits: Repeated DNAs; non-responsive to rebooking.

• Treatment Not Applicable: Treatment finished but no Pre/Post outcome measures done.

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Technical Tips​

"Join Meeting" Statuses

• Patient is not connected: Patient has not opened the app/waiting room.

• Patient is connected: Patient is in the waiting room.

• Join Meeting: Patient is in the video call waiting for you.

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