Small business guide to online health services

Imagine after a long day making big decisions for your business, you get home late and can still have that GP appointment you need. Imagine being able to book an appointment during the working day that suits your schedule, not your surgery’s. Imagine you need a prescription ahead of your business trip abroad in 48 hours.

At AXA Health, we’ve imagined it all. It’s why we developed our AXA Doctor at Hand service, powered by Doctor Care Anywhere, which is included as standard when you take out business health insurance with us. Our online GP service means that you can have an appointment with a GP or Advanced Clinical Practitioner at a time and place that suits you, 24/7, 365 days a year. Advanced Clinical Practitioners are available 8am-10pm. Appointments are subject to availability.

Here are some examples of some of the conditions that our online GP service can treat:

• Allergies
• Bites and stings
• Cold and flu
• Headaches and migraines
• Joint pain
• Lifestyle support
• Mental health
• Sexual health
• Skin conditions
• Stomach and digestive problems

Our online GP service is not an emergency medical service so emergencies are not treated. If you think you have a medical emergency, you should call 111/999 or go to an A&E in the UK.

Here are some examples of medical emergencies that can’t be treated on Doctor at Hand:

• Difficulty in breathing or severe shortness of breath
• Chest pain/suspected heart attack
• Suspected stroke or seizures
• Severe pain especially of sudden onset
• Severe infections
• Obstetric or pregnancy complications
• Severe bleeding
• Serious trauma to head, spine or limbs (e.g. broken bones or burns)
• Severe mental health concerns (e.g. self-harm, suicidal thoughts or psychosis)
• Dental issues (if the GP identifies that your symptoms are related to a dental issue they will sign post you to dental services for further assessment)

1. Register for our online GP service or sign in to your existing account. To register you will need your AXA Health membership number and some photo ID to validate your identity. You can also book an appointment via the AXA Doctor at Hand app
2. Answer a few questions about your health concern. The next available appointment will be offered to see a GP or an Advanced Clinical Practitioner where appropriate. Appointments are usually within a day

Yes, you can choose to speak with an Advanced Clinical Practitioner or a GP. You can also choose a GP by the areas they specialise in, by name if you’ve seen them before or by gender if you’d prefer to speak to a male or female doctor.

When you book your appointment, you will be directed to the most appropriate clinician based on your answers to the health related questions. This will either be an Advanced Clinical Practitioner or a GP. However, you can always choose to have an appointment with a GP if you would prefer to.

Video consultations are available via your normal web browser, IOS and Android devices (via the app). Alternatively, you can choose to have a telephone consultation. 

All the clinicians are trained in video consultations. You’re also able to share photos and comments with your clinicians before your appointment, if you feel there is any information that would be useful for them to know.

If the clinician thinks a prescription could help, the e-Prescription will be uploaded to your AXA Doctor at Hand account, straight after your appointment. Simply log in to your account to choose to collect your medication from your local pharmacy or have it delivered to your home or office. Prescriptions are available in most circumstances and in the UK only. The costs for prescriptions and deliveries is not covered by the plan and may cost more than on the NHS.

If the GP or Advanced Clinical Practitioner refers you to a specialist or you need some diagnostic tests, there are two ways that you can choose to access care:

• The GP or Advanced Clinical Practitioner will share a referral letter directly with our specialist appointment booking team. We’ll check your benefits to make sure that you have the right cover in place for onward treatment to be paid for. Once confirmed, we can book an appointment for you or give you a choice of up to three specialists to get in touch with when you’re ready.
• There are some conditions for which we have an online service. Therefore, if these are available to you, you can complete an online clinical needs assessment. This will be reviewed by an experienced clinician who can quickly advise on the next steps for care. If a further consultation is needed, or you have any questions, you can have a phone or video call with the specialist clinician from the comfort of home.

Our muscles, bones and joints service can help with a number of problems, including:

• Back pain
• Tennis elbow
• Frozen shoulder
• Anterior knee pain
• Tendinopathies

We can also provide support pre- and post-surgery. 

1. Visit our muscles, bones and joints website to get started
2. Set up a HBSUK online account – you’ll need your email address and membership number, which you can find on your documents
3. Fill in a few details about what’s wrong. This is an online form that normally takes about 10 minutes to complete. The team uses your answers to make sure you get to the treatment and care that’s right for you
4. Set up a video or phone appointment. You can choose an appointment at a time that suits you (appointments are available Monday to Friday)

• You’ll have a video or phone appointment. Your physiotherapist or specialist will talk through your symptoms, assess you and work out what could be wrong
• They’ll advise you on next steps. For example, you may need a personalised exercise plan. You’ll be able to view and track your exercises and see your documents and manage your appointments from your HBSUK online account

Sometimes the team may advise further treatment or tests. This could be a face-to-face appointment, a scan or an x-ray.

If this happens, you will need the relevant cover options in place for this to be covered by your plan. Any outpatient limits or contribution you normally pay towards treatment each year will apply.