My mental health portal user guide

Find out more about how to use the My Mental Health Portal. It’s a Xyla service for booking, attending and managing online appointments with a professional clinician.

The portal enables you to book, attend and manage online appointments with a professional clinician, as well as access help when you need it. If you’ve been invited to register, you can access the portal on your mobile, tablet or desktop computer.

Registering

To register for the My Mental Health Portal, please follow the link in your invitation email or text. You will also need your account ID and passphrase – these will be sent to you within 24 hours of your invitation.

You can then register in four easy steps…

Step 1 – You’ll need to enter an email address or mobile number and create a password. We will use this email/mobile number to contact you in future. It may take up to 24 hours to update your contact method if it differs to what we currently have on record.

Step 2 – You’ll need to enter a verification code. This will be sent to the email or the mobile number you entered in the first step.

Step 3 – You’ll receive a unique account ID and passphrase in two separate emails or SMS. These will be sent to the email/mobile number you gave us in step 1. Simply enter them here, along with your surname and date of birth.

Step 4 – Tell us how you would like to be addressed. You can enter your preferred name and pronouns. Finally, select ‘Finish’ to complete registration.

Signing in

Wondering how to sign in to the My Mental Health Portal? It’s easy. Enter the email or mobile you used when you registered, along with the password you created.

You’ll then need to enter a verification code. This will be sent to the email or mobile you used to register.

Forgotten your password?

No problem. Select ‘Forgot password?’ to reset your password with the email or mobile you used to register.

We’ll send you a verification code to the email or mobile number you used to set up your account, which you’ll need to enter in the portal. You can then create a new password for your account.

Home

The Home screen includes an at-a-glance summary of your next step. It helps you see what you need to do and view your care progress.

Using the menu

You can select the menu on the top left-hand side. From here, you can navigate to the different sections of the app:

Home
Appointments
App settings
Log out
Need help now?

Appointments

This section enables you to book, view, rearrange, and attend appointments directly from the portal.

When booking your appointment(s), we will give you a choice of dates and times. Simply select what date and time suits you best. Once you’ve booked an appointment, you can also log in and view the details about your appointment at any time. You can also rearrange an appointment up to 24 hours before it is due to start.

Each booked appointment includes a direct link to Microsoft Teams, so you can attend the appointment with your clinician via the portal. You can also share this link with your parent, carer, or trusted adult, so they can attend the appointment with you. The link will only be activated 5 minutes before your appointment. Don’t worry, you don’t need the Microsoft Teams app, and it won’t show up on any account you may already have. You can access your appointment using the link from any mobile, desktop or tablet.

Please note, you can’t cancel appointments in the portal. If you want to cancel an appointment, please contact us at servicesupport@xylaservices.com or call 0333 188 5316.

Need help now?

If you need help before your next appointment, we’ve included contact details for relevant organisations here. If you’re logged in, the contacts will be local to you. Even if you’re logged out, you can still quickly see national organisations. We’ve added links so you can visit their websites immediately too.

App settings

Here you can switch the content in the portal between ‘light mode’ and ‘dark mode’ for different colours and contrasts. You can also change the size of the text to your preference.

Hide portal

We understand confidentiality is important. That’s why you can hide the portal at any time by selecting the eye icon in the top right-hand corner of the screen. A calculator overlay will appear to hide the portal. Select anywhere on the screen to go back to the portal when you are ready.

Need more advice?

If you need further guidance on using the portal, we’re here to help:

Please call us on 0333 188 5316 or email us at servicesupport@xylaservices.com. You can also find these details in the ‘Contact’ section at the bottom of any screen in the portal.