Muscles, bones and joints service

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.

This service is delivered by HBSUK a specialist-led online service that is part of the AXA Group, on their Virtual Lucy platform, so you'll see these names when you use the service.

How it works

94% of our members get an online physio appointment within one working day^¹

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 the support 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

Please only book your appointment from your own HBSUK account. If you book on behalf of someone else, the physio or specialist won't have the right details.

Make an appointment

What members are saying about the online service

"Quick to get an appointment. Video call was easy to join. Appointment length allowed for a full discussion."

^{AXA Health member, 2024}

"Seamless service, quick, efficient and stress free while you are unwell."

^{AXA Health member, 2024}

"The advice and treatment I received was excellent and thanks to the support I received the problem has now been completely resolved."

^{AXA Health member, 2024}

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
The team may advise further treatment, for example a personalised exercise plan or treatment and tests. You’ll be able to see your documents and manage your appointments from your HBSUK online account.

If you need a face-to-face appointment, or need more treatment
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 January 2024 – May 2024.

94% of members needing an online specialist appointment were offered one within 3 working days^¹

FAQs

Using the service

How it works with your membership

Most of our members have access to our phone and online muscle, bones and joints support service, as part of their membership. However, if you’re referred for diagnostic tests, hand-on treatment or further investigation with a specialist, please check your membership handbook to find out what benefits you have access to. If you work for a large business (250 plus employees), check to see if your employer has selected the muscle, bones and joints digital service by referring to your company wellbeing hub, under the ‘muscles, bones and joints‘ section.

Already got an account?

If you've already signed up to your HBSUK account, you can log in here

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You can’t postpone back pain or schedule a sprain

94% of our members get an online physio appointment within one working day^¹

How to book an appointment

What members are saying about the online service

When you have your appointment

94% of members needing an online specialist appointment were offered one within 3 working days^¹

How it works with your membership

Already got an account?

You can’t postpone back pain or schedule a sprain

94% of our members get an online physio appointment within one working day1

How to book an appointment

What members are saying about the online service

When you have your appointment

94% of members needing an online specialist appointment were offered one within 3 working days1

FAQs

Using the service

What happens if my GP has recommended seeing a physiotherapist or specialist (such as an orthopaedic consultant) already?

Do I have the healthcare benefits I need to see a specialist face-to-face, have a scan or hands-on physiotherapy?

What happens if I’m unable to log in to the HBSUK online service?

I have accessibility requirements; how can I access this service?

Will I always see a physiotherapist?

How will a video or phone call help?

What happens to my health data?

How it works with your membership

Is this included in my membership?

Do you have to pay towards treatment?

Do all members have access to this service?

Does it matter if this was a condition I had before I joined AXA Health?

Already got an account?

94% of our members get an online physio appointment within one working day^¹

94% of members needing an online specialist appointment were offered one within 3 working days^¹