98% of members needing an online physio appointment were offered one, within 1 working day1

How to book an appointment

Set up a HBSUK online account
You’ll need your email address and membership number, which you can find on your documents or on a recent email from us.

Fill in a few details
This is an online form that normally takes about 10 minutes to complete. The team uses your answers to make sure you get to the treatment and care that’s right for you.

Set up a video or phone appointment
You can choose an appointment at a time that suits you (appointments are available Monday to Friday).  Frequently asked questions about using this service

89% of members needing an online specialist appointment were offered one, within 3 working days1

When you have your appointment

You’ll have a video or phone appointment
Your physiotherapist or specialist will talk through your symptoms, assess you and work out what could be wrong.

They’ll advise you on next steps
For example, you may need a personalised exercise plan. You’ll be able to view and track your exercises, see your documents and manage your appointments from your HBSUK online account.

If you need a face-to-face appointment, or more treatment
Sometimes the team may advise further treatment or tests - they’ll help you choose which. That could be a face-to-face appointment, a scan or an x-ray.

If this happens
You will need the appropriate healthcare benefits for the recommended next steps - outpatient specialist consultations, diagnostic tests or hands-on physiotherapy. Any outpatient limits or contribution you normally pay towards treatment each year will apply. Please check your membership documents to find out what benefits you have access to.

1Source: AXA Health members who accessed the online service from 1st August 2022 – 31st July 2023.


Using the service

How it works with your membership