You can’t postpone back pain or schedule a sprain
Get the help you need; we make sure our members can speak to an expert fast.
- You can have a video or phone appointment with a physiotherapist or specialist without a GP referral
- This service is available to members aged 18 and over.
We’re working with HBSUK, specialists in consultant-led digital services for muscles, bones and joint care, on their Virtual Lucy platform, so you will see these names when you use the service.
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 |
1Source: AXA Health members who accessed the online service from 1st August 2022 – 31st July 2023.