FAQ

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.

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.

We work with children and young people aged between five and 25.

Yes. All our services are delivered exclusively 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.

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.

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.

Our head office is located in London, but all of our clinical sessions are delivered online.

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.

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.

Please note that autism and ADHD assessments must take place over a large device, such as a tablet, laptop or desktop computer, not a mobile phone.

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.

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.

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.

Almost all mothers and most fathers have legal rights and responsibilities as a parent – known as ‘parental responsibility’. If your child is under 16 and not mature enough to make decisions on their own, then someone with parental responsibility will need to consent to the child’s healthcare on their behalf.

Where two parents share parental responsibility, it will be the duty of one parent to ensure that the rights of the other parent are respected, and vice versa, for the benefit of the child. Decisions regarding planned medical care should be made in consultation with the other parent, where possible.

Healthcare staff legally only need one person with parental responsibility to give consent for the assessment / treatment to go ahead. This consent for health appointments is given at the point of referral and is assumed to be ongoing (although it can be withdrawn at any time). Consent for planned medical treatment, should be made in consultation with all holders of parental responsibility. It is the parents responsibility to ensure this.

If we become aware of information that suggests that there is a dispute between people with parental responsibility regarding the assessment / treatment, Healios may not be able to proceed until we have consent from both parties or evidence of a court order authorising that it is in the child’s best interest. It is down to both parties with parental responsibility to resolve this matter and we rely on those with parental responsibility providing us with accurate information.

We welcome both parents to the child’s appointments, although this is not a requirement. Our expectation is that the parent who receives the appointment letter, or any other documentation, will share it with the other parent. It is the parents responsibility to communicate information relating to the assessment with other people with parental responsibility.

We do not require information from both parents in order for an assessment to be clinically valid. We consider multiple sources of information when reaching a diagnostic decision. Parental information is just one part of this.

In cases where one parent disagrees with the treatment or diagnosis, we may not be able to provide additional or separate appointments. It is therefore essential that people with parental responsibility communicate with each other regarding attendance at appointments, from the point of referral., especially in cases where one parent does not live with the child.