Online GP service with Doctor@Hand

“How do I get started with the virtual service?”

Your five appointments with Doctor Care Anywhere are on a cashback basis. This means you go direct to Doctor Care Anywhere (DCA) and register you and your policy members

You then need to purchase a “single” appointment at a time, pay for this, and download the receipt from your DCA profile to send to our claims team to be reimbursed. Please note, we will only reimburse the cost of individual appointments and not subscriptions.

“What is the difference between Doctor Care Anywhere and Doctor@Hand?”

Doctor Care Anywhere is the company that provides the online GP appointments, Doctor@Hand is what AXA and Health-on-Line have named the whole service.

“How do referrals work from the virtual service?”

Doctor Care Anywhere referrals will always be “open referrals”. You can download your referral letter after your appointment and then submit it to our claims team to process.

Please note in some cases, we may request additional information from your NHS and private GP to approve your claim. An open referral can also be taken to your own choice of private specialist.

“Can an ‘open referral’ from a Private GP be taken to an NHS hospital?”

We cannot guarantee this process. In this instance, it is best to send your open referral letter to your NHS GP. They will then assess if the referral is eligible for NHS treatment or if it needs further investigation.

“Do you still need to provide five years of medical records from your NHS GP if you are referred by this service?”

Not always, but claims are assessed on an individual basis. So, if we did need to access your medical history, all we would need you to do is sign a consent form, either electronically or by post.

You will then need to take the form to your historical GP with the pre-prepared ‘Note to GP’ letter (this tells the GP what information we require). Your GP will then action the request and send the requested information to us.

“Can I get a prescription?”

Yes, private prescriptions and NHS repeat prescriptions only*. This can either be delivered to an address of your choice or be picked up from your local pharmacy.

Medication can be delivered within four hours in London, 24 hours in the rest of the UK, and 48 hours globally. If abroad, your DCA GP can advise how to obtain prescriptions in specific countries. Some countries have different restrictions but DCA can prescribe almost globally.

“How much does a private prescription cost?”

The cost of medicines can vary to the standard NHS prescription charges. DCA GPs will always try to prescribe you the most cost effective medicine and will let you know if it is going to be expensive.

As a rough guide, a UK delivered private prescription tends to cost less than £10 per item, including delivery. DCA do not charge for writing prescriptions, like some other providers do. They will only charge you the medication cost. This means you can take away your e-prescription without charge to a participating pharmacy of your choice, if you prefer.

“How do diagnostic tests work from the virtual service?”

If the GP recommends a diagnostic test then this will not be fulfilled through the virtual service. Unfortunately, most PMI policy wordings exclude primary care tests so it may only be eligible if it is part of an eligible claim. There is also the option to use an NHS GP for these tests.