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Our services during COVID -19 - Healthcare

Helplines and support

At a time when we all want the peace of mind of knowing that the people we hold dearest are in good health, we want you to know that we're here for you. Whether you're using our 24/7 GP Heline, or 24/7 Mental Health helpline we're always on hand to support you through difficult times.

Our 24/7 GP Helpline service is available as usual and can provide advice on a wide range of health and medical issues, including concerns relating to coronavirus (COVID-19).

At this time, members may experience longer than normal waiting times to book an appointment or consultation. We'd like to thank you for your understanding and patience during this period of increased demand.

If you think you have Coronavirus symptoms you must follow the latest advice from the government and NHS.

  • Use the online NHS 111 coronavirus service which will ask you a series of questions on your symptoms and provide appropriate advice.

  • You should only call 111 if you cannot cope with your symptoms, your condition gets worse, or your symptoms do not get better after 7 days and you cannot get help online.

Please note the 24/7 GP Helpline service is not able to offer Covid-19 testing and vaccination

  • Call us on 0800 414 8247 (press option 1) to book an appointment or a telephone or video consultation.

  • Or use the app to book an appointment.

Lines open 24 hours a day, 7 days a week.

Mental Health Helpline and Support

Our Mental Health Helpline is available as normal. Members can call our helpline 24/7 to speak to a counsellor who can provide immediate emotional support and signposting for problems such as;

  • Anxiety

  • Depression

  • Relationships 

  • Legal and debt concerns 

Mental Health Support

If appropriate, our Mental Health Support service can provide short term structured support for mild to moderate distress for common mental health problems. Services will be offered remotely and in some instances face to face. 

This service is available after six months of membership.

  • Call us on 0800 414 8247 (press option 2) for help during this time of isolation and anxiety.

Diagnostics and treatment

COVID-19 has had a major impact on both the NHS and private healthcare

What's happening?

As COVID-19 continues to impact access to NHS and Private Healthcare services, your consultant/healthcare provider will be able to provide guidance for you should you face any delays in accessing the healthcare service you need. Please contact the consultant(s) or hospital(s) listed in your original authorisation letter. They will guide you in arranging your appointments.

We are unable to defer appointments due to personal commitments and you must be available for any appointment offered.


Please call us as usual to request authorisation for diagnostics or treatment.

If your care is delayed please contact the consultant(s) or hospital(s) listed in your original authorisation letter and they will guide you in arranging your appointments.

Other services

Access advice and support during these unprecedented times.

You can still call to request access to a care adviser who can provide information and advice about adult care issues including short or long term care.

Our care advisors can also provide advice and guidance on matters such as how to keep in contact and monitor care with the current restrictions in place and advice on who can help if you or a family member are unable to leave your home.

  • Call us on 0800 414 8100

You can call us to request a physiotherapist to assess your condition over the phone to determine if you are likely to benefit from physiotherapy.

The service lets you speak to a qualified physiotherapist who will make a clinical decision to determine the most appropriate clinical pathway for your current symptoms.

  • Self-Management.
    If guided self-management is offered the physiotherapist will provide you with a treatment plan that you can access either online, via an app or in paper format.

  • Face to Face and Virtual Treatment.
    Treatment and assessments will be provided in person or virtually where clinically appropriate.

  • Call us on 0800 414 8100 to request a phone call with a physiotherapist who can assess your condition over the phone. 

How to stay healthy in mind and body during COVID-19

We’re here to care for our members. For help and advice during this challenging time take a look at some of our articles on how to reduce stress, infection control and the importance of getting a good night’s sleep.

Health & wellbeing hub