Overview & Introduction

Mindler UK has been working with Vitality since March 2023, offering access to talking therapy sessions to their members using private health insurance as part of the Adult Mental Health Service (AMHS).

Starting Monday, 3rd March 2025, we will be offering our services to Vitality members aged 5 to 17 via The Sandbox.

There is no difference between the NHS and Vitality services being offered in terms of clinical care. However, there are specific considerations and processes to follow because access to our service is through private health insurance.

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Action Required: Clinician Registration (PPR via Healthcode)

All The Sandbox clinicians working with Vitality clients must register on the Private Practice Register (PPR) via Healthcode.

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What is PPR/Healthcode?

Healthcode is the central system used by all private medical insurance companies in the UK to process invoices for completed treatment carried out by private healthcare providers. Registering on the PPR ensures Vitality recognizes you as a qualified clinician practicing under Mindler UK.

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Instructions by Account Status

• If you already have a Healthcode account: Add Vitality to your list of recognized insurers.

• If you need to create a new account:

  1. Go to https://www.healthcode.co.uk/the-ppr/.

  2. Scroll to "Health professionals" and click ‘Register now’.

  3. Complete the registration form using your Mindler email address.

(For assistance during registration, contact PPR Customer Services at 0330 900 4900).

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Information & Documents Needed for Registration

Have the following details and scanned files ready (PDF, PNG, JPEG, or GIF under 5MB):

• Details of current NHS post (where applicable) or ASV/AB military certification.

• Specialty, procedures, treatments, qualifications, and relevant certificates.

• NHS Reference, Professional Certificates, and Professional Indemnity details.

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Mindler Billing & Contact Details to Input:

• Address: Mindler UK, 24 Old Queen Street, London, SW1H 9HP

• Bank Name: Revolut

• Account Name: Mindler UK

• Sort Code: 04-00-75

• Account Number: 42691214

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Client Onboarding & Claim Process

1. Making a Claim: Patients (aged under 18) contact Vitality directly via telephony. The dedicated Specialised Care team opens the claim and provides a One-Time Passcode (OTP).

2. Joining The Sandbox: The client receives an email containing their OTP and a dedicated landing page link.

3. Policy Validation:

   • The client logs into the landing page using their Membership Number, Date of Birth, and the OTP.

   • Vitality shares a CSV file of active policies with Mindler every 24 hours to automatically validate membership.

4. Registration Completion: The client submits their therapeutic needs and adds parent/guardian details for emergency contacts and billing liabilities.

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Policy Types, Excess, and Funding

Vitality Policy Types

• Core Policy: Approved for up to 8 sessions per policy year.

• Mental Health Policy: Approved for up to 8 sessions per policy year, with options for clinical requests for additional sessions.

• Everyday Care Health Policy: Approved for up to 8 sessions per policy year; client pays £7 at booking towards their claim.

Note: Mindler does not have visibility of a client's specific excess level or policy type upon initial registration.

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Excess & Billing

• Most Core and Mental Health policies carry an excess ranging from £100 to £500 (typically ~£250).

• Mindler invoices Vitality via Healthcode after each completed session.

• Vitality returns a remittance outlining any client liability (excess).

• The Medical Billing Team emails the main policyholder an invoice for their portion, payable via credit/debit card (Stripe).

• Excess is billed per session until the threshold is met, not as a single upfront sum.

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Credit Control & Policy Endings

• Unpaid invoices trigger automated reminders. If unpaid, they move to "bad debt," and further bookings may be paused.

• Discount Scheme: If a client’s policy expires, cover ends, or benefit limits are reached, they may continue care on a self-funding basis with a 10% discount off the standard self-funding rate (£105 / 50-minute session).

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Clinical Scope & Exclusions

Policy Exclusions Update

Previously, Vitality excluded coverage for conditions like anger management, sleep disorders, psychosexual issues, and drug/alcohol abuse. This has changed.

All Vitality members can now access talking therapy for these conditions provided treatment is aimed at improving the condition, not merely controlling or monitoring chronic symptoms.

Mindler's standard platform exclusion criteria still apply if online digital care is unsuitable.

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Unsuitability & Referrals Out

If a client is assessed as unsuitable for The Sandbox (e.g., requires in-person or MDT care):

1. Notify Vitality via Juvonno: Create an update containing a summary of work done, reasons for unsuitability, and recommendations.

2. Timeframes: Within 24 hours for complex/risky clients; within 48 hours for standard cases.

3. Referrals: Add a referral note in Juvonno addressed to "Mental Health Team, Vitality" and post the User ID in the #sandbox-therapists Slack channel.

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Session Structure & Bookings

Session Types

• Standard Length: 50 minutes.

• Split Sessions: Can be split into 2 x 25-minute sessions for children who benefit from shorter formats (e.g., 8 x 50-min sessions = 16 x 25-min sessions).

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Scheduling Guidelines

• Initial assessment (50 mins) is booked by the Care Coordination Team.

• Ongoing bookings are made by the therapist.

• Crucial: Bookings must only be added when active sessions remain available on the client's account.

Requesting Further Sessions

All clients receive 4 initial sessions upon registration. Further sessions require submitting a request to Vitality via the Daily Authorisation Report (DAR). Please allow at least 5 working days for processing.

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Request Procedures

1. Treatment Request No. 1 (Total of 5–8 Sessions)

• When to submit: After Session 1 or 2.

• Details needed: Diagnosis, recommended session count, first symptom date, and clinical rationale.

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2. Treatment Request No. 2 (Total of 9–16 Sessions)

• When to submit: After Session 5 or 6.

• Details needed: Standard details plus chronic status flag, Outcome Measure scores (caseness level), and an expanded summary/treatment plan.

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3. Treatment Request No. 3 (17+ Sessions)

• Requires a comprehensive extended template submitted for manual review by Vitality's Mental Health Team.

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Exception: OCD & Trauma Cases

To avoid care delays, OCD and Trauma cases can bypass standard step-by-step requests. Submit Treatment Request No. 1 outlining the full session count required; Care Coordination will send this directly to the Vitality Mental Health Team for upfront approval.

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Reporting Guidelines (GDPR)

• Keep reports strictly anonymous (use "the client" or "the patient"—no names or initials).

• Do not mention names/details of family members or third parties.

• Share only information directly relevant to the treatment plan.

• Ensure verbal client consent is obtained before submitting.

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Rescheduling, Cancellations, & Missed Sessions

• Rescheduling/Cancellations: Clients can cancel or reschedule self-serve up to 24 hours before the session.

• Late Cancellations & No-Shows: Mindler can only invoice Vitality for completed, attended sessions.

• Three-Strike Rule: Recognizing clients are under 18, a 3-strike policy applies for missed/late-canceled sessions before an invoice is issued directly to the client. Session credits cannot be deducted in lieu of late fees.

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Additional Policies & Operational Notes

• Direct Contact: Therapists must not contact Vitality directly via email or phone. All interactions are handled by Care Coordination, Clare Glascott, or Boyana Ivanovich.

• NHS Referrals: Informing Vitality is not required if referring a client to standard NHS pathways without active risk.

• Vulnerable Customers & Block User Policies: Currently under adaptation from AMHS frameworks for full deployment post-launch.