Patient FAQs

Below you’ll find answers to commonly asked questions. If you would like further information, please don’t hesitate to get in touch.

For adult services please call 0333 577 3024, for children and young people call 0333 188 5316. Or email us at

Who is Xyla?

At Xyla, we partner with the NHS, private sector and higher education institutions to offer accessible assessments and evidence-based talking therapies.

When can I have my appointment?

We strongly believe in being led by patient choice and accessibility, and therefore offer appointments between 7am – 10pm, 365 days a year. We also offer therapy in over 40 different languages.

What does IAPT mean?

The Improving Access to Psychological Therapies (IAPT) programme began in 2008 and has transformed the treatment of adult anxiety disorders and depression in England. IAPT is widely recognised as the most ambitious programme of talking therapies in the world and in the past year alone more than one million people have accessed IAPT services for help to overcome their depression and anxiety, and better manage their mental health.

I have an assessment with you, what should I expect?

During your appointment, the clinician will ask in-depth questions in order for us to best understand your current situation. The clinician will want to get as full a picture as possible to ensure that you get the best and most appropriate form of support.

What happens after my assessment?

Following an assessment, your therapist will discuss suitable treatment options with you. You will then be offered treatment with us or your local IAPT service.

How can I refer myself to Xyla?

We accept referrals directly from our partner IAPT services and universities. Please speak to your local IAPT service or university counselling service about a referral to us.

How long will my sessions last?

Most courses of talking therapy are delivered over 6-8 weeks but these do vary based on the specific type of therapy you are receiving.

How often will my sessions be?

Your treatment sessions will take place weekly or, occasionally, fortnightly. Please note that your sessions are expected to take place at the same time each week.

What happens if I need to rearrange?

Should you need to rearrange your assessment or first treatment session, please contact our office team on 0333 577 3024. Rearranging ongoing sessions is done directly with your therapist.

How do I contact you if I have a question?

Our Patient Services Team can be contacted on the following:

Please note, our Patient Services Team are available Monday to Friday, 9am – 5:30pm.

Xyla is a trading name of ICS Operations Ltd (Registered No 4793945), Pulse Healthcare Limited (Registered No 3156103), Carehome Selection Limited (Registered No 3091598), Independent Clinical Services Limited (Registered No 4768329) and CHS Healthcare Software Limited (Registered No 11582111)