FAQs
About Healios
What is Healios?
Healios is a leading digital provider of mental health, autism and ADHD services for children and young people. By combining clinical expertise with the right technology, we offer quick access to online assessments and support. Read more.
What does Healios do?
We provide quick access to mental health, autism and ADHD services for children and young people. This includes mental health assessments, Cognitive Behavioural Therapy (CBT), Goal Based Intervention (GBI), autism assessments, ADHD assessments and post-diagnostic support. To find out more, click here.
Who does Healios support?
We work with children and young people aged between seven and 25.
Is Healios available online?
Yes. All of our services are delivered online through our clinical platform, Panacea. Children, young people and their families can join sessions from wherever they feel most comfortable, while accessing expert care from compassionate clinicians around the UK. Click here to find out more.
What types of clinicians work at Healios?
We currently have more than 220 registered clinicians covering 30 different specialities. From cognitive behavioural therapists and mental health practitioners to speech and language therapists, clinical psychologists and learning disability nurses, we have one of the most comprehensive clinical teams in the UK.
Is Healios part of the NHS?
Healios is not part of the NHS but we do work in partnership with NHS trusts and CAMHS services. If Healios is available in your area, your local service may refer you or your child to us for mental health, autism or ADHD support. You can read more about our services here.
Where is Healios based?
Our head office is located in London, but all of our clinical sessions are delivered online.
Referrals and bookings
How do I get referred to Healios?
Healios works in partnership with NHS services throughout the UK. This includes CAMHS and other services that refer children and young people for mental health, autism and ADHD support. Different areas work in different ways, so it’s best to contact your local CAMHS or GP service to find out if Healios is available in your location.
Does Healios take self-referrals?
We currently accept self-referrals for mental health services through Healios Private Care. We are hoping to expand this offering in 2022 so come back soon for updates.
How do I book an appointment with Healios?
Once we have received a referral from your local service, we will contact you about activating your Healios account. When your account has been activated, you’ll be added to our appointment list. From there, a member of our team will schedule your first appointment.
Depending on the service you’ve been referred for, you might also be able to book an appointment on short notice through your Healios account. If this option is available to you, you’ll receive an email explaining that appointments are available. You will also see a booking section on your dashboard when you log into your account.
Why do I have two appointments on the same day?
If you are coming to Healios for an autism or ADHD assessment, it is likely your first day with us will include two appointments. The first appointment will be an initial assessment, which will be followed by a break. The second appointment will be an observation session.
How do I reschedule my appointment?
Please call 0330 124 4222 to reschedule your appointment. Our team is available between 8am and 6pm on weekdays.
Attending appointments
How do I join my Healios appointment?
Log in to your Healios account using your username and password. Five minutes before your appointment is due to begin, a “Join session” button will appear on your dashboard. Click this button to go to your appointment.
If you are redirected to the Waiting Room, you will need to complete a questionnaire before you can join the session. Once you have finished the questionnaire, you will automatically be taken to your appointment.
Which web browser should I use for my appointment?
This depends on the type of device you’re using:
- For a Windows laptop or desktop, use Google Chrome.
- For a Mac laptop or desktop, use Safari or Google Chrome.
- For an Android mobile or tablet, use Google Chrome.
- For an iPhone or iPad, use Safari.
My connection test has failed. What should I do?
If your connection test has failed and you’re not sure why, click the “Support” button at the bottom of your screen. From there, you will be able to talk to a member of our Technical Support team. If you’d rather discuss this by phone, call 0330 124 4222 between 8am and 6pm on weekdays.
I can’t hear my clinician. What should I do?
If you can’t hear the clinician during your session, please try the following:
- Leave your session and rejoin. This will refresh the connection.
- Double-check you are using the correct browser. You can learn more about this here.
- Check your volume is turned up.
- Restart your device.
- Restart your internet router.
- Try another device.
I can hear an echo. How do I fix this?
If you can hear an echo during your session, please try the following:
- Leave your session and rejoin. This will refresh the connection.
- Double-check you are using the correct browser. You can learn more about this here.
- Turn down your speaker volume.
- Try using headphones.
- Restart your device.
Your Healios account
I can’t remember my username. What should I do?
Please call us on 0330 124 4222 if you forget your username. Our team is available between 8am and 6pm on weekdays.
I can’t remember my password. What should I do?
To reset your password, click the “Forgot your password?” link at the bottom of the log in page. Enter your username in the box provided and hit the “Reset password” button. You will receive an email with instructions for resetting your password.
I’m locked out of my account. What should I do?
To unlock your account, click the “Forgot your password?” link at the bottom of the log in page. Enter your username in the box provided and hit the “Reset password” button. You will receive an email with instructions for resetting your password. Once your password has been successfully reset, your account will be unlocked.
I haven't received an activation email. What should I do?
If you haven’t received an activation email, please email [email protected]. We can also resolve this for you by phone. Call 0330 124 4222 between 8am and 6pm on weekdays.
ThinkNinja
What is ThinkNinja?
ThinkNinja is an app created by Healios that helps children and young people to build resilience and manage their mental health through CBT-informed exercises.
Who is ThinkNinja for?
ThinkNinja is designed for 10 to 18 year olds.
How do I access ThinkNinja?
ThinkNinja is currently only available to children and young people who are receiving support from Healios. If you or your child is attending sessions with Healios, ask your clinician for access to ThinkNinja.
Contacting Healios
I have a Healios account. What should I do if I have a question?
Did you know you can share your service, tech and appointment questions with our team using the chat feature on your Healios account? Log in to get started. Alternatively, email [email protected] or call 0330 124 4222 between 8am and 6pm on weekdays. We’d be happy to support you.
I work for a healthcare organisation and would like to learn more about how Healios can support my service. Who should I contact?
Thank you for your interest in Healios. Our Commercial team would be happy to take you through our service offerings and answer any questions you have. Email [email protected] and our business development managers will be in touch.
I’m interested in working at Healios. How can I reach your Talent team?
We’re delighted you want to join our team! You can find out more about working at Healios on our Careers page and apply for open roles on our jobs site. If you have a specific question for our Talent team, send it to [email protected].
I have a question about Healios. How do I get in touch?
You can find contact information for different types of enquiries on our Contact page.