Teledoctor HQ

Updated 15 May 2025

Teledoctor Ltd trading as ProblemShared is an online practitioner-led mind health platform who work together with NHS trusts and integrated care boards, universities, insurers, and private medical healthcare providers. They provide access to mental healthcare services and neurodevelopmental assessments for autism, attention deficit hyperactivity disorder (ADHD), and specific learning difficulties, as well as post-diagnostic care and support.

We visited the service after providing two working days’ notice on 3 June 2025. During the visit, and in the weeks following the visit, we spoke with 11 patients/parents of patients, and 20 members of staff including the CEO (and registered manager), medical director, chief operating officer, head of clinical quality and governance, chief quality and improvement officer, director of neurodevelopmental assessments, prescribing clinical lead, 2 prescribers, 4 ADHD assessors, and 5 autism assessors (including team leaders). We looked at 6 patient records, observed an autism assessment and attended 2 multidisciplinary discussions.

Patient feedback was very positive about the service indicating that the provider had a strong client focus. Patients described kind and approachable staff, clear information provided about the process, medication options and side effects, good support for parents, and very helpful post diagnostic support run by staff with lived experience.

We observed detailed risk assessment and planning, including reviewing all patients on the waiting list every 12 weeks. There were regular meetings for staff, and lots of team support available. Staff spoke highly of the training available including opportunities to train as assessors whilst working at the service. There were clear measures of outcomes for people, including significantly reduced waiting times for assessment. There were safe systems for prescribing and titrating medicines, and clear processes for safeguarding people. The service employed a cardiologist and had recently employed a GP to oversee people’s physical health. We found evidence of good contact with patients’ GPs and other healthcare professionals. The service focused on having a clear relationship with the NHS, was involved in research, and had plans to further develop the post diagnostic offer for patients, particularly for people who did not end up with a diagnosis, but display some traits of neurodiversity.

Managers were clear about the challenges and risks to the service. They displayed flexibility, and innovative ideas, so that they could introduce changes to the service quickly.

Updated 15 May 2025

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. We observed staff engaging positively with patients on an assessment call. Staff demonstrated a good knowledge and understanding of patients’ individual needs.

Patients and carers we spoke with were very positive about their experience of the service. They described staff as kind, polite, helpful and knowledgeable, putting them at ease. Parents spoke of good support in helping them to support their children. Post diagnosis, patients spoke positively about the neuro-affirmative, psychoeducation sessions provided by people with lived experience of neurodiversity. Patients felt they were given time to speak about their experiences, and the process was not rushed.

Some patients expressed concerns about lack of consistency between prescribers, and delays in getting through to the service. Patients generally fed back that the service made reasonable adjustments for their needs in completing assessments. Patients were keen to have the opportunity of developing a community support group following the post diagnostic groups, and the service was looking at how this could be facilitated safely.