GP 24/7 FAQs
Most frequently asked questions
Who provides this GP service?
HealthHero has been clinically chosen by Simplyhealth to provide this GP service and together we work to deliver a trusted service to our customers.
HealthHero is the largest digital-first healthcare provider in Europe – supporting 35 million people. Their Video GP service allows you to speak face-to-face to a doctor from the comfort of your own home or anywhere that is convenient.
Consultations are provided by HealthHero - https://www.healthhero.com.
By booking a consultation you are agreeing to HealthHero’s terms and conditions and consenting to data being collected and shared for legitimate purposes as detailed in HealthHero’s privacy policy.
How do I speak to a GP?
You can access the GP service via the SimplyPlan App, and clicking 'Book a GP appointment' or via the online Simplyhealth portal and clicking on 'My Wellbeing’.
What is the service availability?
Telephone consultations are available 24 hours a day, 7 days a week*.
Video consultations are available between 8am and 10pm, 7 days a week*.
*Excluding Christmas Day
Can I choose to speak to a male or female GP?
Yes. Where possible, they will always try to accommodate a patient’s preference to speak to a male or female doctor. There is an option to select your preference when booking.
What sort of things can I ask about?
Anything you would ask your own GP, for example, stomach issues, ears, nose and throat complaints, dermatological conditions, aches and pains and explanations or second opinions on diagnosis or treatment.
Can the GP issue a fit note?
If it is clinically appropriate and if the service is available to you, the GP can issue a private fit note. HealthHero does not charge for issuing private fit notes, but you will need to check with your employer to confirm that they will accept one. Private fit notes cannot be used to access state-funded sick pay or benefits, and the fit note will be for a maximum of two weeks.
For acute problems that the patient is consulting about, the clinician may, at their discretion, issue a fit note for up to 14 days from the date of the consultation (in exceptional cases up to 21 days).
They cannot issue extensions of fit notes, whether these were initiated by a HealthHero clinician or any other clinician.
Do I need to do anything before my appointment?
Please make sure you are available at the time of your appointment, you will receive a text and email reminder 10 minutes before, just in case you lose track of time.
You will need to explain your symptoms and/or condition with the doctor, so please make sure you are in a suitable environment, and where both you and the doctor can hear.
Will I still need to see a GP?
Many customers receive the advice, reassurance and, where appropriate, diagnosis they need from the GP. The GPs can assist with most questions you may want to ask a GP, but there may be some cases where you may have to see your own NHS GP due to the limitations of a virtual service.
What should I do if I need an emergency appointment?
You must not use the service for emergencies or urgent conditions as this may delay necessary treatment.
If you believe that you are in an emergency or life-threatening situation you should contact your local emergency services immediately, especially if someone:
- has difficulty or is not breathing
- you believe someone is having a heart attack or stroke
- has severe chest pain
- has severe abdominal pain
- has severe bleeding and it can’t be stopped
- has lost consciousness
- is in an acute confused state and/or is having fits which aren’t stopping.
You may still need to see your own GP or contact the emergency services if the clinician you speak with feels it is necessary.
Can the GPs issue a prescription?
Where the GP believes it is clinically appropriate, they can issue private prescriptions. The medication can either be collected from a nominated pharmacy or delivered to your nominated address. Since these are private prescriptions, the pharmacy will charge for the medication.
For delivery, there is a charge for postage and packaging. The online pharmacy will contact you directly to take payment. They cannot issue prescriptions if the consultation is conducted using the translation service.
In line with clinical best practice guidelines for remote prescribing, our GPs are unable to issue long-term, repeat medication. Should you require repeat prescription medication, it is in your best interests to be seen by your regular GP.
The GPs can offer advice on medication you are taking and may be able to offer short-course medication depending on the symptoms presented.
What happens if under exemption arrangements I don’t pay for prescriptions?
Your current exemptions will not apply. If you require a prescription following your medical consultation you will be required to pay for the prescription medicine.
How can I access my consultation notes?
HealthHero will share notes with members/patients directly following their consultation, but only upon request.
HealthHero are able to share notes with your current NHS GP, if consent is provided, and the notes will be sent via email. The GP is sent a secure link to access the notes and update their system.
Once these documents have been sent via the NHS secure emails system, HealthHero have no control over whether the documents reach the surgery, or if this is processed correctly by the surgery, once the document arrives. It is best to contact your NHS GP surgery for any updates.
Where will my medical records be kept?
All patient data and records are stored on a patient management system, in a secure data centre which is only accessible with multi-factor authentication by authorised personnel.
Patient confidentiality is very important, any records remain confidential.