Helping children and young people get fast access to the right mental health support, first time

Initial clinical consultations available Monday to Friday 8am – 8pm
Access to remote or face-to-face therapy
Treatment with Onebright* is available Monday to Friday 8am – 6pm
You will need a GP referral and benefits for mental health treatment
This service is available to members aged 5 to 17

^{* We're working with Onebright (one of our selected mental healthcare providers) enhance our service for the care of children and young people's mental health.}

Quick access to an initial clinical consultation by video or phone call – usually within 2 working days of calling us

We know it’s difficult to know where to turn when your child or teen is going through a tough time with their mental health.

Which is why we’re working together with one of our mental healthcare providers, Onebright, to help children and young people aged 5-17 covered under your AXA Health membership get quick access to the right kind of support.

How to access the service

See your GP

To use this service, you will need a GP referral for your child (aged 5-17).

Call us

Call us on your claims number, which you can find in your handbook (lines are open Monday to Friday 8am – 8pm and Saturday 9am – 5pm) and we’ll check if they’re eligible for this service.

Book the initial clinical consultation

We’ll get you and your child booked in for a video or phone appointment with one of Onebright’s counsellors, psychologists or mental health professionals. They’ll take you through an initial clinical consultation – usually as soon as within 2 working days of calling us.

Appointments are available Monday to Friday 8am – 8pm, excluding bank holidays (subject to availability).

Before your appointment

Onebright will send you an email, prior to your child or teen’s initial clinical consultation, asking for your child’s GP contact details, any medication your child’s taking and for your consent.

Onebright will also send a questionnaire link to you by email when the appointment is confirmed to gain a better understanding of your child’s needs. Please allow approximately 20-30 minutes for completion by you and your child, prior to initial clinical consultation.

When you have your appointment

You and your child will have an appointment

The initial clinical consultation will be carried out by a mental health professional by video or phone call and will usually take between 45 minutes – 1 hour.

They'll advise you on next steps

After this call, together you’ll be recommended the most clinically appropriate treatment – whether that’s therapy on the phone, face-to-face, or a referral to a psychiatrist. And if you choose not to use the service from Onebright, we can help source other mental health support as recommended by your child’s GP. Alternatively, you might need to seek care from the NHS Child and Adolescent Mental Health Services.

Treatment access

Treatment from Onebright is available Monday to Friday – 8am – 6pm, excluding bank holidays. Appointments outside of these hours can be discussed if needed.

Using this service

FAQs

Onebright has a network of over 2,500 experienced clinicians, including psychiatrists and CBT (cognitive behavioural therapy) practitioners and psychotherapists who can provide support for a number of mental health conditions including:
- Post-Traumatic Stress Disorder (PTSD)
- Extensive phobia
- Severe Obsessive Compulsive Disorder (OCD)
- Body Dysmorphic Disorder (BDD)
- Depression and low mood
- Anxiety disorders such as social anxiety, separation anxiety and health anxiety
There are some conditions that the mental health professionals at Onebright will not be able to provide treatment for, these include:
- Neurodiverse conditions
- Harmful behaviour including attempted suicide
- Symptoms such as delusions and hallucinations
- Manic episodes
- Eating disorders - anorexia and restricted eating
- A child or teen receiving in-patient care
- In these instances we’ll help you source other mental health support.
If following the initial clinical consultation Onebright are unable to provide treatment, AXA Health will be notified of the outcome, and we can help source other mental health support as recommended by your child's GP.
Onebright will send a report of the outcome of the initial clinical consultation to your GP. Onebright may communicate directly with your GP if this is clinically appropriate and will let you know. The only exception to consulting with your GP beforehand is if there is an imminent risk to yourself, the child or others.
It's important to us that everyone can access our services. If this service is appropriate for your child or teen, they’ll be booked for an initial clinical consultation with Onebright, which will be carried out as a video or phone appointment. You'll be able to discuss any accessibility requirements when you book the initial consultation.
We want to provide our members with the best service, but sometimes we know things can go wrong.

If you've had a bad experience using the service you can contact Onebright using the details below.
Email: axahealth@onebright.com
Phone: 020 7929 7911 (option 1)

Alternatively, you can log in to your online account select 'contact us' and then 'make a complaint', call us or write to us using the details on our website here - www.axahealth.co.uk/contact-us/raising-a-complaint.

How it works with your membership

Our mental health support for children and young people service is available to most members with children or young people on their membership aged 5-17. To use this service, you'll need to have benefits for mental health treatment and a GP referral for your child. To check if you have access to this service please call us on your claims line number which you can find in your handbook or under ‘contact us’ in your online account.

The initial clinical consultation won’t count against your outpatient or specialist consultation limit, any no claims discount or any contribution you normally pay towards treatment each year. We can check your membership and let you know what is or isn’t covered.
You'll need to provide a GP referral to access this service, you can use your own GP, or the AXA Health online GP service, if you have access to this service. If eligible your child or teen will be booked for an initial clinical consultation with our provider Onebright - usually within 2 working days of calling us.

You’ll need the appropriate healthcare benefits. The initial clinical consultation won’t count against your outpatient or specialist consultation limit, any no claims discount or any contribution you normally pay towards treatment each year - but any subsequent treatment that Onebright recommend, will. This might be talking therapies, or psychiatry. Or if needed, your child’s treatment can continue self-funded by you. We can check your membership and let you know what is or isn’t covered.