If your child is under the age of 18, they are considered a child for the purposes of their assessment and will follow our child assessment pathway (ages 7–17).
Please be aware that any consent you already have in place to manage your child’s care with their GP or another organisation does not automatically transfer to ProblemShared. We have our own consent contacts procedure to make sure your child’s personal information is protected.
Select the section you need more information about:
Children under 16
When you speak to AXA to arrange your child’s referral to ProblemShared, your email address and contact details will be registered as the Primary Parent for the account, as you are the AXA policyholder.
Our Client Support team can only discuss the account by phone or email with the person registered as the Primary Parent, unless a Consent Contact has been arranged.
Arranging access for another person
We understand that you may want someone else, such as another parent or guardian, to be able to discuss your child’s account with us.
You can arrange this after your child has completed their Initial Needs Assessment. To protect your child’s personal information, we’ll need you to complete our Consent Contacts process.
- Contact our Client Support team by phone or email at help@problemshared.com to let us know you want to give account access to someone else.
- We’ll send the Contact Consent Form to you by email.
- Complete the form with the details of the person you would like to give access to and return it by replying to the email.
- We’ll confirm with you via email once the Consent Contact has been set up.
It’s important to note that until you’ve received the confirmation email, we can’t speak to the person you’ve named on your behalf even if your form has been submitted. Your form must be processed before we can speak to them or disclose any information about the account.
Please note that setting up consent for another person to speak to us does not change the main email address registered on the account. Automated communications will continue to be sent to the primary email address on file.
Young people aged 16–17
From the age of 16, young people are generally presumed to have capacity to make their own decisions under the Mental Capacity Act 2005.
You can read more about this in our Understanding Gillick Competence article. [link]
When arranging the referral, the AXA policy holder can provide AXA with the young person’s own email address if they would like to manage their assessment journey themselves.
All automated communications, including appointment information and reminders, will be sent to the email address registered as the main contact on the account.
Secondary contacts won't be contacted or copied into these emails automatically.
If your child is the main contact for their account but would also like someone else to be able to help them manage their assessment journey, they can give that person access by following the Arranging access for another person process above.
When your child turns 18
Once your child turns 18, they are legally an adult and parental responsibility no longer applies.
This means they are responsible for decisions about continuing with the service and who their personal information can be shared with.
We will presume that they have capacity to make these decisions unless there is evidence otherwise, in line with the Mental Capacity Act 2005.
If you contact our Client Support team after your child has turned 18, we will no longer be able to discuss their account with you unless the client has given us consent to do so.
This is necessary to protect the client’s personal information and comply with our data protection responsibilities.
What happens when they turn 18?
On or after their 18th birthday:
- The client should contact us by phone or email to provide their own email address and telephone number. We’ll use these details to contact them going forward.
- If they would like another person, including a parent or guardian, to continue helping them manage their account, they can give that person access by following the Arranging access for another person process above.
- Even when a Consent Contact is in place, automated communications will continue to be sent to the main contact email address registered on the account.
What if parents or carers disagree about access?
If parents or carers disagree about who should have access to a child or young person’s account, please contact us before making any changes. We’ll review the individual circumstances and advise on the appropriate next steps.
For more information about your child’s assessment journey click here: Your Child's Assessment Journey – ProblemShared Client Support
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