Online GP service with AXA Doctor at Hand

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

Simply head over to Doctor Care Anywhere website, click the “sign up now” button and then enter your Health-On-Line membership number when prompted.

You can then register yourself, add anyone else covered on your plan and start booking appointments. Make sure you add your details EXACTLY as they appear on your insurance documents.

By using this service you are accepting the terms and conditions.

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

Doctor Care Anywhere is the company that provides the online GP appointments, AXA Doctor at 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, if your GP needs to prescribe something for you, they can arrange for this to be delivered to your home or local pharmacy.*

"Are diagnostic tests available through this service?"

Yes, depending on the cover level you choose and it’s out-patient benefit, the doctor may also be able to refer you for diagnostic tests for some conditions. This will be where they are clinically and geographically appropriate (England, Scotland and Wales)

Dependants must also be aged 18 and over for a GP to organise diagnostic testing.