FAQs

Who are Melios?

We are a private digital healthcare organisation, offering family-focused autism, ADHD, and combined autism and ADHD assessments to families.

Is Melios part of the Healios Group?

Melios is part of the Healios group, which has a decade of experience supporting tens of thousands of children, young people and their families. Proudly working in partnership with the NHS and adopting a digital-first clinical approach, Healios has redefined the way mental health, autism, and ADHD services are delivered. At Melios we draw on that expertise to offer an unrivalled service to families across the UK.

Where is Melios based? 

Our head office is located in London, but all of our clinical sessions are delivered online. Click here to learn more.

Will a private diagnosis be recognised by the NHS or local authority?

Public services, such as the NHS and Local Authorities, should accept private assessments that have been completed in compliance with the NICE guidelines.

At Melios we have a varied multidisciplinary team who are all highly skilled and experienced in autism and ADHD assessments. We follow the guidelines set out by NICE in our assessments and provide comprehensive assessment reports with recommendations to clearly highlight the information gathered within the assessment and how that has been formulated.

Upon conclusion of our diagnostic assessments, we seek to share our report, findings, and recommendations with the person’s General Practitioner to ensure coordinated healthcare.

Are Melios assessments compliant with the NICE guidelines? 

The National Institute for Clinical Excellence (NICE) publishes evidence-based recommendations for healthcare in England and Wales – including best practice guidelines for the assessment of Autism and ADHD in children, young people, and adults. Melios follow the guidelines published by NICE when assessing and diagnosing conditions such as Autism and ADHD.

Additionally, our parent company, Healios’ Autism Assessment Service pathway has also been included in NHS England’s National Autism Best Practice Guide.

Who is part of the Melios Multidisciplinary team? 

Melios currently employs a varied highly-skilled multidisciplinary team, including Psychologists, Psychiatrists, Speech and Language Therapists, Occupational Therapists, and Nurses. All of our assessments are discussed within the multidisciplinary team meeting to ensure different clinical specialisms are able to contribute to the formulation.

How are online assessments different from face-to-face? 

Online diagnostic assessments (also called virtual assessments) for Autism and ADHD follow a similar structure to in-person assessments but take place over a series of video calls rather than in a clinic.

At Melios, we use gold-standard diagnostic tools to ensure our assessments are of the highest quality. Our highly experienced clinicians carry out assessments using our digital platform, Panacea. With Panacea, you can chat with clinicians over video, view session notes, manage appointments and ask family members to join sessions.

Online assessments for Autism and ADHD have a number of benefits. They can be attended from a space where you or your child feels comfortable, therefore the stress of travelling to and spending time in an unfamiliar place is avoided.

What is the process for assessments with Melios? 

Melios provide a range of different services for both children, young people, and adults. For a comprehensive overview of the services we provide, the processes that we follow, and their associated costs, please visit our website here.

How do I book an initial consultation? 

You can book a free consultation with the Melios clinical team, where we can discuss your needs further and answer any questions you may have.

What happens if I need to cancel my initial consultation? 

If you are no longer available for the initial consultation with our team, you can reschedule or cancel the session using the booking confirmation email that was sent to you originally.

Additionally, please feel free to email us at hello@melios.org.uk or call 0330 088 3127 between 8.30am and 4.30pm on weekdays.

What payment options are available? 

We charge fixed fees for both assessments and interventions, which are invoiced to you via email upon agreement to proceed with the service. Please see our current fees schedule here.

We accept payments via credit and debit cards. Additionally, we can accept payment from Insurers and 3rd parties, where there is mutual agreement.

Unfortunately, we do not have any payment plans available for our services.

What device can I use for the assessment sessions? 

Our online clinical platform is best accessed using a laptop, tablet, or desktop computer, so long as it has a functioning microphone and webcam. Once you have a log in to the platform, you can test your microphone and webcam settings here.

We are unable to conduct sessions using mobile devices.

How do I contact the Melios team? 

If you wish to speak with a member of the team you are welcome to email us at hello@melios.org.uk or call 0330 088 3127 between 8.30am and 4.30pm on weekdays.

If you are looking to book an assessment, then you can also book a free consultation with the Melios clinical team, where we can discuss your needs further and answer any questions you may have.

How do I book an appointment? 

You can book a free consultation with the Melios clinical team, where we can discuss your needs further and answer any questions you may have.

What happens if I need to cancel my appointment? 

Should you decide not to go ahead with your first appointment with Melios, we require at least 48 hours notice. If however, life events mean that an appointment needs to be rescheduled, this can be accommodated. We are only able to reschedule twice, at which point we reserve the right to withdraw the service.

Cancellations of the whole service, with less than 2 working days’ notice, will incur a charge of 50% of the assessment fee. If less than 1 working days’ notice is given, or if you do not attend your appointment, then 100% of the fee will be charged. (For example, cancellation of Monday appointments must be given by 9am on the Thursday before).

How do I join my Melios 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.

What device can I use for the assessment sessions? 

Our online clinical platform is best accessed using a laptop, tablet, or desktop computer, so long as it has a functioning microphone and webcam. Once you have a log in to the platform, you can test your microphone and webcam settings here.

We are unable to conduct sessions using mobile devices.

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 088 3127. Our lines are open 8:30am to 4:30pm Monday through to Friday.

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.

Why does the online system say Healios, rather than Melios?

Melios is a brand under the Healios Ltd umbrella. Inspired by Healios but individual in our own right. Our clinical sessions are delivered through our secure digital platform, Panacea. Panacea carries the brand name of our parent company, Healios.

I can’t remember my username. What should I do?

Please call us on 0330 088 3127 if you forget your username. Our lines are open 8:30am to 4:30pm Monday through to Friday.

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. If you continue to experience problems, please call us on 0330 088 3127 if you forget your username. Our lines are open 8:30am to 4:30pm Monday through to Friday.

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 hello@melios.org.uk. We can also resolve this for you by phone. Please call us on 0330 088 3127 if you forget your username. Our lines are open 8:30am to 4:30pm Monday through to Friday.