Ieso Digital Health (UK) Ltd - trading as Mindler

Mindler (formerly known as ieso): Adult Mental Health Service

Provision of digitally enabled typed and video therapy (including CBT, Counselling-for-Depression and EMDR). For patients with common mental health conditions, including anxiety and depression. Appointments are delivered 1:1 with BABCP accredited clinicians, including sessions out of hours. Mindler adheres to NICE guidelines and NHS Talking Therapies manual.

Features

• Online typed/video CBT, Counselling-for-Depression and EMDR delivered by clinicians
• Appointments available to book within days of referring
• Session transcripts and audio available for life
• Therapy appointments available 6am -11pm Monday to Sunday
• Online appointment booking system, with reminder SMS/emails
• 500+ BABCP accredited therapists
• Updating of patient management systems with clinical data and correspondence
• Integration with IAPTUS via prism
• Waiting list support, self-referral pathways, assessment and Step 2/3 treatment
• Compliant with NICE guidelines andd NHS Talking Therapies (IAPT) manual

Benefits

• Quick access, no long wait times
• No need to travel or take time off work
• Patients book appointment times to suit their availability
• Service flexibility and discretion means increased, ongoing access to therapy
• Increased courses of treatment and improved outcomes
• Flexible, additional capacity supports with fluctuating workforce and patient demand
• Multiple care pathways to maximise the impact of introducing Mindler
• Reduced internal resource burden through accessing Mindler's fully managed service
• Proven mobilisation plan to ensure quick, effective launch
• Activity and marketing support to meet patient volume requirements

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at partnerships@mindler.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

905115115801179

Contact

Arif Hussain
0800 074 5560
partnerships@mindler.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: N/A
• System requirements:
  • Suitable device eg phone, tablet, laptop
  • WiFi, 3G, 4G, 5G

User support

• Email or online ticketing support: Yes
• Support response times: 1 working day
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: Mindler provides technical and administrative support to all patients where required, from pre-referral to treatment completion. They can also contact our Patient Services team via email or telephone Monday to Friday 9am to 5pm with any queries related to their care.; ; All support is free of charge.; ; Each NHS customer has a named Account Manager who has overall responsibility for the contract. They will be involved from mobilisation, overseeing the launch and then providing ongoing, long-term support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users (patients) are provided with step by step instructions when signing up for the Mindler therapy service. They also have access to guidelines to explain what therapy is and how to use the therapy platform.; ; Patients can email and call our Patient Services Team for technical support, if required. ; ; Where a service sends Mindler referrals, we provide online training for clinicians in addition to supporting materials with clear instructions on how to refer suitable patients.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users (patients) continue to have access to their transcripts and audio recordings, even once discharged from our care.
• End-of-contract process: Referrals cease, Mindler continues to treat patients to completion and provide associated performance reporting. ; ; Mindler retains a record of care provided, patients have access to limited vesion of their record as well as transcripts/audio from all of their sessions.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Some pages are large in real estate and so the UX is optimised for a desktop experience. These are mainly back office applications/services.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: It is an online, proprietary built therapy platform for the delivery of typed and video-enabled CBT; typed and video-enabled Counselling for Depression and video-enabled Eye Movement Desensitisation Reprocessing with a qualified clinician.
• Accessibility standards: EN 301 549
• Accessibility testing: We carry out testing of the assisted technologies to ensure they work with our clinical delivery platform.
• API: Yes
• What users can and can't do using the API: Users cannot interact with API
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Patients (users) cannot customize but buyers can customise additional information we collect about the users. We customise service and patient facing marketing materials, as well as letter templates. ; All clinical and operational processes are agreed in line with local requirements.

Scaling

• Independence of resources: Our service is designed to ensure quick, increased access to talking therapies. ; ; Mindler manage capacity through regular planning and modelling to ensure all demands are met across all of our contracts at all times. We have a network of 500+ affiliate clinicians that we can scale up as required, depending on the needs of our customers and patients. This includes ensuring that of hours appointments can be provided, including weekends.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly Activity reports (referrals, engagement rate) and Outcomes Reports based on NHS Talking Therapies key performance indicators.
• Reporting types: Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Patients can export their session transcripts and audio files from our therapy platform
• Data export formats: Other
• Other data export formats:
  • PDF
  • MP4
  • Microsoft Word
• Data import formats: Other
• Other data import formats:
  • PDF
  • MS Word
  • SMS Text

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Mindler's service is based on supporting our customers to increase fast access to evidence-based treatment. We adhere to the NHS Talking Therapies waiting times guidelines, as committed to in our contracts. We do this infour main ways: ; ; 1. Treatment availability - offering times to suit the patient. Our network of clinicians deliver therapy 6am to 11pm Monday to Sunday. ; ; 2. Once registered, patients can use our choose and book tool that allows them to book slots within a minimum of two days.; ; 3. We maintain a network of 500+ clinicians that we can scale up to meet incerasing demands. ; ; 4. We have a robust capacity management process in place in which we continuously monitor supply and and demand across all of our NHS contracts. ; ; Our pricing and billing points are based on providing courses of treatment, as agreed in our contracts alongside budgets. We monitor actual courses of treatment throughout the term of the contracts to ensure patient target numbers are met.
• Approach to resilience: Resiliency is offloaded to Cloud provider (Azure). For example, databases are supported using multi-region HA resiliency, point-in-time snapshots and DR protocols and procedures as per ISO 27001 requirements. Further information is available on request
• Outage reporting: Outage reporting - Dashboards. API uptime checks. 24/7 on call support. Alerts triaged via Opsgenie. Notification automatically routed via mobile, SMS, Email and Slack based on priority.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Access restrictions in management interfaces and support channels: Only essential personnel have access provided. We use PIM in management interfaces.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Multi-Factor Authentication (MFA)

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We have an ISMS aligned to the ISO 27001 standard and a QMS in place for ISO 13485. Information security are regularly discussed by the Senior Leadership Team.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Compliance with ISO 9001 & ISO 27001
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Compliance with security standard ISO 27001 and Cyber Essentials Plus. Threat information is provided by internal vulnerability scanning using Microsoft Defender for Cloud, and via external pen-testing.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our monitoring approach is proactive. Systems and networks are monitored 24/7 for anomalous activity to support timely detection and response. Logging and audit trails are maintained. We use layered controls, including IDS/IPS and active network monitoring. Where required, an on-call Security Operations Centre provides real-time alerting. All security incidents are formally recorded, with priority processes for incidents involving personal data.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Our process follows a full lifecycle. Clear roles and responsibilities are pre-defined so there is no confusion during an event.We evaluate events in real-time to categorize incidents and trigger the appropriate documented response. Post-incident, we conduct reviews to identify root causes and strengthen our controls. We follow strict procedures for the collection and preservation of evidence to ensure forensic validity if required.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2.5%
• Between £500,001 and £1,000,000: 3.5%
• Between £1,000,001 and £2,500,000: 5.0%
• Between £2,500,001 and £5,000,000: 5.0%
• Over £5,000,001: 7.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SGS United Kingdom Ltd
• ISO/IEC 27001 accreditation date: Monday 7 September 2026
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Ab8486c9-6dfb-4722-ae9e-1ce8a06b2f4b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bf68833a-27b3-4970-ad4a-600aa57162dc
• Other security certifications: Yes
• Any other security certifications: NHS Data Security and Protection Toolkit

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at partnerships@mindler.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.