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 service, or 24/7 Mental health helpline we're always on hand to support you through difficult times.

Our 24/7 GP service remains accessible to members as normal and experienced doctors are able to provide advice on a wide range of health and medical issues, including concerns relating to coronavirus (COVID-19)

Please be aware that due to high demand as a result of the ongoing coronavirus (COVID-19) crisis, our GP service is experiencing longer than normal call waiting times to book an appointment, and also longer waiting times for consultations with a doctor.

We thank you for your understanding and patience during this period of increased demand.

If you think you have symptoms, which you believe might be due to the virus, 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.

  • Call us on 0800 414 8247 (press option 1)

  • Lines open 24 hours a day, 7 days a week, we will make an appointment for a GP to call you

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 Counselling Support

If appropriate, our Mental Health Counseling Support service can provide short term structured support for mild to moderate distress for common mental health problems. This will be provided remotely at this time. 

This service is available after six months of membership.

  • For help during this time of isolation and anxiety

  • Call us on 0800 414 8247 (press option 2)

Diagnostics and treatment

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

What's happening?

It is important to let you know that private hospitals, consultant and therapists are working with the NHS to maximise capacity to care for people with coronavirus (COVID-19).

Therefore, it’s highly likely there will be a delay to your diagnostics and treatment appointments unless urgent. Your existing letter of authorisation is still valid and you won’t have to update your authorisation.


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

If your care is delayed: 

  • We have agreed that all diagnostic and treatment authorisations from 1st January 2020 are now valid for 12 months 

  • Please refer to your existing letter of authorisation once you are in a position to proceed, there’s no need to worry about updating your pre-authorisation

Other services

Access advice and support during these unprecedented times.

Members 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

Members can call us to request a physiotherapist to assess their condition over their 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 
    We’re unable to provide face to face treatment with the current restrictions in place. Treatment and assessments will be provided remotely 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