My Health services

We’ve partnered with EQL, a digital healthcare company that has created Phio, a digital support tool you can use to get support with muscle and joint problems.

Accessed via a web-based app, available on most smartphones, tablets and laptops with access to the internet. If you are a Simplyhealth Health plan customer over the age of 18, you can access the service through your Simplyhealth online account or via the SimplyPlan app. To get started you just need to click on 'My Health' and then the 'Muscle and Joint' tile. You can then select 'Digital Assessment' and click on the link, following the on-screen steps to complete your assessment.

This is a digital-only service, it's not possible to use this service via a telephone call. If you don't have access to online services you can book discounted face-to-face physiotherapy sessions, by selecting the 'In-person appointment' option under 'Muscle and Joint'. You don't have to use the muscle and joint pain assessment first, and sessions can be booked by contacting Ascenti's customer service.

Created by physiotherapists, this digital support tool is designed to empower you to manage your health from the comfort of your own home. By answering a series of questions about your injury, symptoms and pain, you will be guided to the most appropriate care pathway for your needs. This may be signposting to speak to a GP, a recommendation for face-to-face physiotherapy or self-management. If the outcome suggests self-management, you'll be invited to download the Phio Engage app. Throughout your journey, you will be fully supported by physiotherapists who ensure you receive the right recommendations and support as you follow a tailored self-care plan.

Taking a modern approach, this service provides you with quick, impactful advice, guiding you towards the right care pathway online. Accessible from anywhere, it helps you to understand your recovery needs and fast-forwards you to tailored recovery from aches and pains.

You’ll need to register for a simple-to-use app, and a typical digital assessment takes around 20 minutes. The assessment is dependent on your specific condition and how many body parts you select. Your assessment is then used to guide you to your next personalised care steps.

The assessment can signpost you to in-person physiotherapy services if that is the right outcome based on your assessment. If in-person physiotherapy is the recommended pathway for your recovery, as a Simplyhealth member you can use your physiotherapy benefit to claim money back towards the cost of your physiotherapy treatment.

During your assessment, you’ll see a body chart. On this body chart, you can select which part of your body is affected by tapping on the relevant area. You can switch between the upper and lower parts of the body using the buttons at the top of the screen. Selecting ‘Top’ will show the upper half of the body, and ‘Bottom’ will show you the lower half. You can also switch between ‘Front’ and ‘Back’ using the buttons at the top of the screen.

Once you’ve answered a question an edit button will appear allowing you to change your previous response. You can edit one question at a time.

If self-management was the assessment outcome, then you will be provided a link to download the Phio Engage App, to access your personalised self-management exercise programme.

The app is available on the Google Play Store and the Apple App Store, the app is only available with a verification code, provided via email, following a self-management outcome. Once you’ve downloaded the app, enter the email address where you received your invitation. We will send you a verification code to the same email address.

Simply enter your code and start your recovery.

You can get in touch with a physiotherapist via the in-app chat function to discuss any questions about your self-management programme, your recovery, your exercises or anything else concerning your injury.

The clinician will get back to you within 24 hours and you will be notified of the message via an app notification.

If you’re struggling with anything within the app and you can’t find the answer to your question, please contact the service provider directly using the contact form at the bottom of the linked FAQ page.

The more detail you provide, the better and they will get back to you as soon as possible, generally within 2 working days.

The length of the programme depends on your condition/injury. Usually, the programme consists of 6 stages and each of these typically takes a patient 7-14 days to complete.

During the programme, you will be asked to complete short sets of exercises on a daily basis. This will take about 10-15 mins per day.

Simplyhealth has partnered with HealthHero to provide this GP and Advanced Nurse Practitioner (ANP) consultation 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 and ANP service allows you to speak face-to-face to a clinician from the comfort of your own home or anywhere that is convenient.

If you are a Simplyhealth customer over the age of 16, you can access the service through your Simplyhealth online account or via the SimplyPlan app. To get started you just need to click on 'My Health' and then the 'Nurse & GP' tile. You will then be directed to the HealthHero booking portal, using your same Simplyhealth log-in details, you can then register and book an appointment at a time that suits you.

Alternatively, you can call to book an appointment via telephone and the number can be accessed via your Simplyhealth online account.

This service allows Simplyhealth Health Plan members to book a consultation with a GP or an Advanced Nurse Practitioner. Both are qualified to treat and diagnose minor illnesses and chronic conditions and there is also the option for customers with any women's health concerns, to speak to a GP with a special interest in women's health. If clinically appropriate, they can also provide private referral letters, private prescriptions (charges apply) and fit notes.

Depending on the symptoms you enter when booking, you'll be shown details of an appropriate clinician to book with, who can assist with your concern. You will always have the choice to choose which clinician you book with and can select whether you want to see a male or female clinician.

For over 16s:

1. Any dependants over 16 named on the plan will need to register separately for a HealthHero account and book their own appointments to speak to a GP.

2. If there are any dependents over the age of 16 named on your plan, you will see a banner on your Simplyhealth online account homepage asking you to invite your dependents.

3. Click on the Invite Dependent button, add the dependent's email address next to the relevant dependent and click 'Send invitation'.

4. The dependent will receive an email from Simplyhealth. They need to click 'Register' which will open up a browser where they can complete their registration.

5. Once the dependent is registered, they can access the online account for the plan they are named under. They will be prompted to register for Health Hero and they can use the same login details they use for Simplyhealth. Once they have registered with Health Hero they can go ahead and book a GP appointment.

For under 16's:

1. The policyholder needs to sign in to their online account and book the appointment on behalf of any child on their plan who is under the age of 16.

2. The policyholder needs to register for a Health Hero account using their Simplyhealth normal login details.

3. From their Health Hero account homepage the policyholder just clicks the ‘Dependant’ button and adds the details of each child named on their Simplyhealth plan.

4. When booking an appointment for the child, ensure that you select the child's dependents name

Telephone consultations are available 24 hours a day, 7 days a week.

Video consultations are available between 8am and 10pm, 7 days a week.

This service is not available on Christmas Day.

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.

Following a consultation, if the clinician feels it is clinically indicated and within remote prescribing guidelines, they may issue a prescription.

Prescriptions can only be issued in the name of the person who the appointment has been booked for. This is important for accurate medical record keeping.

Occasionally the GP may not be able to determine via a remote consultation if a prescription is appropriate and may advise that a face-to-face examination is required with your own GP.

As this is a private prescription service, private costs will apply. The medication can either be collected from a nominated pharmacy or delivered to a nominated address, delivery charges also apply and there are geographical limitations.

Yes, as this is a private prescription service and not covered by the NHS. The medication can either be collected from a nominated pharmacy or delivered to a nominated address.

Nominated pharmacy:

The pharmacy will charge for the medication cost.

Delivery to nominated address:

There is a charge for postage and packaging and the online pharmacy will contact you directly to take payment.

Please note: the cost of medication will vary in different parts of the country and therefore the GP cannot give you an estimate of how much your prescription medication will cost you.

If you have the Prescription benefit as part of your Simplyhealth plan, and you have entitlement remaining for the year, you can claim money back towards your private prescription up to your maximum entitlement. When you make your claim, all you need to do is include a receipt and a photo of the prescription label on the box or bag of your medication.

Most patients receive the advice, reassurance and, where appropriate, diagnosis they need from our doctors, however, if your symptoms require a physical examination or a repeat prescription, you may be referred to your own GP. The service is not a replacement for your own GP.

Yes. Where possible, we will always try to accommodate a patient’s preference to speak to a male or female doctor.

If you have the Prescription benefit as part of your Simplyhealth plan, and you have entitlement remaining for the year, you can claim money back towards your private prescription up to your maximum entitlement. When you make your claim, all you need to do is include a receipt and a photo of the prescription label on the box or bag of your medication.

Simplyhealth has partnered with Spectrum.Life, who are a whole-of-health digital partner that guides organisations and their people to thrive, delivering clinically backed digital health, mental health and wellbeing solutions. They integrate clinical services with advanced digital capabilities and 24/7 in-the-moment support so that you can live and work well.

As an organisation, they are a registered provider of the UK Employee Assistance Programme Association (EAPA) and are fully compliant with all standards of practice/professional guidelines set by the EAP Industry Association and the guidelines outlined by the British Association of Counselling and Psychotherapy (BACP).

Members can access support in various ways. The different entry points ensure that the service is accessible and easy to use for all members.

• Accessible 24/7, 365 days a year.

• A completely free and confidential service, with access available via:

  • Telephone

  • WhatsApp/SMS

  • Live chat

  • Digital Mental Health Booking option where you can book an in-the-moment support consultation, at a time and date that suits your schedule.

    
    

You'll receive guidance on how to book a callback or receive in-the-moment support depending on your situation.

To access the digital booking journey, simply log in to your Simplyhealth online account or open the SimplPlan app. Select 'My Health', then by clicking 'Mental health support' and 'I would like to talk to someone about my mental health' you can then choose the right path for you. You and anyone named on your plan over the age of 16, can use the Mental Health support services to speak to a fully qualified Counsellor 24/7, 365 days a year.

Alternatively, a phone number can be accessed through your online portal and a qualified counsellor will answer your call.

If you’ve called before, they’ll ask you some security questions. These are simple – your date of birth or postcode. Data security is important, so you must answer these correctly to continue.

They’ll ask what your call relates to. This is to make sure you get the right support, as quickly as possible.

This service provides both emotional support and practical guidance. The counsellors on the helpline will triage and provide in-the-moment support for early interventions.

This service can provide you with support for a range of issues such as relationships, low self-esteem, and emotional wellbeing struggles of anxiety, stress or depression. If the counsellor feels that you would benefit from short-term structured therapy, then they can complete a clinical assessment to determine whether short-term therapy is appropriate for your presenting issues.

This service is designed to support in line with the short-term therapy model, of up to 6 sessions of structured counselling, if deemed clinically appropriate following a clinical assessment.

The service is not designed to provide long-term support or act as an alternative to emergency services. In instances where a member‘s needs are more complex or severe, the Counsellor will ensure the member understands what care is most appropriate for them and guide them in how to access that care outside of this service. This can include signposting to high-intensity counselling or in-patient care. If a member is showing signs they are a risk to themselves or others, the Counsellor will immediately contact emergency services and alert the listed emergency contact.

Diagnosis of a medical condition or prescription of treatments is not covered under this service.

To help you have the best experience when having a video consultation with a counsellor, we recommend that you find a quiet, confidential space to have your conversation. This will help reduce any external noise so that you can hear and be heard clearly, as well as enable you to share your concerns in a safe space.

To ensure your connection is high quality, please make sure that you are connected to a strong internet or WiFi connection at the time of your consultation.

Please note: if you are connected via a work or company network there's a chance there could be high security restrictions. If you are experiencing issues connecting, you might want to try connecting to an alternative network. If you are experiencing issues connecting at the time of your consultation, please contact the Mental Health Support helpline

Simplyhealth has partnered with Spectrum.Life, who are a whole-of-health digital partner that guides organisations and their people to thrive, delivering clinically backed digital health, mental health and wellbeing solutions. They integrate clinical services with advanced digital capabilities and 24/7 in-the-moment support so that you can live and work well.

To access the digital booking journey open the SimplyPlan app or simply log in to your Simplyhealth online account. Select 'My Health', then by clicking 'Financial & Legal'. Anyone named on your plan over the age of 16, can use this service.

Alternatively, to access this service via telephone, the number can be accessed through your online portal.

If you’ve called before, they’ll ask you some security questions. These are simple – your date of birth or postcode. Data security is important, so you must answer these correctly to continue.

They’ll ask what your call relates to. This is to make sure you get the right support, as quickly as possible.

This service can help you with a wide range of practical, day-to-day issues, providing you with access to financial advice or advice on legal issues. You would be matched with a legal expert who specialises or has experience with this type of query.

This service covers legal concerns such as consumer rights, divorce, traffic issues, civil litigation, tenancy, wills and probate support as well as support for financial concerns such as credit, debt, budgeting, taxation, benefits, mortgage, insurance support and more.

This service doesn’t cover legal advice on employment, criminal issues, or immigration.

Simplyhealth has partnered with Randox, the largest healthcare diagnostics company from the UK and Ireland. As a Simplyhealth member, you have access to discounted at-home health test kits that cover a range of key health concerns.

The at-home health test kits allow you to understand your health with quick, easy and convenient tests. Your report will give you valuable insights into certain areas of your health, providing peace of mind and quick results.

At-home health test kits allow you to understand your health with quick, easy and convenient tests. Your report will give you valuable insights into certain areas of your health, providing peace of mind and quick results. Your results provide you with information and suggested next steps, which may then prompt you to make lifestyle changes or to speak to a GP for further advice and support.

You can purchase the convenient home sample collection kits via the SimplyPlan app or your Simplyhealth online account. Just click 'My Health' and then go to the 'At-home tests' tile to be directed to the webpage.

You have discounted access to ten at-home test kits:

• Vitamin D

• Vitamin B12

• Heart Health

• Thyroid Health

• General Health

• Male Hormones

• Female Hormones

• STI

• Anti-mullerian hormone (AMH)

• Prostate-specific Antigen (PSA)

There are detailed descriptions and information about each test kit on the Randox Health website, when you purchase.

No, at-home test kits are not covered under the terms of the ‘Health Assessment’ or the ‘Diagnostics’ benefits so you can’t use your health plan to claim money back towards the cost of your at-home test. However, Simplyhealth members have the benefit of accessing these tests at an exclusive discounted cost.

Follow the instructions with your at-home test kit and activate your kit before sending your sample back. The kit will either require a urine sample, swab, or blood sample via finger prick. Detailed instructions will be provided to assist you in collecting the sample. Once you have collected your sample, please use the pre-paid Royal Mail label provided to send it back to Randox Health.

Once you have collected your sample, please use the pre-paid Royal Mail label provided to send it back to Randox Health. To ensure there are no issues with processing your sample, please make sure you collect your sample on the same day as you send it back, and avoid sending on Friday or over the weekend, or during any postal strikes.

Once the lab receives your sample, they will begin to process it. Your results will be ready 2-3 days after arriving at the lab. The easy-to-interpret report will provide a breakdown of your results, what they mean and the next steps. Reports will be emailed to the email address provided at the time of registration.

At-home blood tests can fail due to multiple reasons, like postal delays, or not enough samples collected. If your results fail because of external reasons (like postal delays, or a faulty kit), you will be offered a choice between a free in-person, venous re-test at one of Randox Health’s clinics and another at-home test kit.

If your sample fails because of user error, for example, there’s not enough blood collected, then you will be offered a free in-person re-test, or the option to pay £7.80 for a replacement kit.

We've teamed up with Scan.com the leading network of private medical imaging services across Europe and the USA, to give our members speedy and discounted access to private MRI, CT, X-ray, Mammogram and Ultrasound scans.

Scans booked through Scan.com are discounted for Simplyhealth customers, and your discount will be shown before payment is made.

If you are a Simplyhealth customer over the age of 18, you can access the service through your Simplyhealth online account or via the SimplyPlan app. To get started you just need to click on 'My Health' and then the 'Scanning' tile. You will then be directed to Scan.com's website where you can book your discounted scan.

A key benefit of discounted self-referred scanning is that you don't need a GP referral to book a scan. Instead, included in the cost of the scan, is a pre and post scan consultation call with an expert clinician.

Once you have booked and made payment for your scan, a clinician will contact you and ask you for all of the relevant information they need to compile a referral on your behalf, which is then passed on to your chosen scanning site.

Once you've had your scan, your radiologist’s report will be emailed to you in PDF format, usually within 7 working days.

Digital copies of your images are also available as required for onward care. The method for accessing the images differs depending on your chosen scanning site.

Some sites use IEP (Image Exchange Portal), while others require an image request form to be completed. Please refer to your results email for further information.

• A pre-scan consultation telephone call from one of Scan.com's medical team.

• A written referral by the Scan.com medical team, using the information from your telephone consultation.

• An MRI, CT, X-ray, Mammogram or Ultrasound scan at your chosen scanning centre.

• A written report on your scan by a consultant radiologist.

• Access to copies of your scan images, which are downloadable, as required.

• A post-scan telephone consultation with one of Scan.com's medical team to discuss your scan results.

An MRI scan on a single body part typically takes between 10–30 minutes.

More complex scans can last up to 90 minutes. This time frame can vary, and your radiographer will let you know the estimated duration of your scan before the procedure starts.

Visit Scan.com's MRI services page for more information on how MRI scans work.

Yes, they do offer cancellations and refunds. For more information, visit Scan.com's terms and conditions.

If you have the Diagnostic benefit as part of your Simplyhealth Plan and have entitlement remaining for the year, you can claim money back towards the cost of your scan up to your maximum entitlement.

When you book a scan with Scan.com, the cost includes a pre-scan telephone call with a clinician which acts as your consultant referral.

You will receive a receipt from Scan.com via email and you must upload this when you submit your claim through your online account or the SimplyPlan app.

You can check what your plan covers you for under 'My Entitlements' in the SimplyPlan app or under 'Policies' in your online account. You can also check your table of cover under 'My Documents'

We’ve partnered with EyeMed to provide access to discounted optical benefits. Eyemed believe in an outstanding member experience focused on choice, convenience, and savings.

As long as you visit opticians who are part of the EyeMed network and you advise on your visit that you are a Simplyhealth member, you can get up to 20% off of prescription frames and lenses. Contact lenses aren't included in the deal.

EyeMed has a network of over 1200 stores across the UK, including Vision Express, David Clulow and many more. You can use this link to enter your postcode and view the stores nearest to you:

https://simplyhealth.eyemed.uk/locate-an-optician/

To access these special offers, log into your Simplyhealth online account or the SimplyPlan app and click on EyeMed. Then search for the participating opticians near you and you can either book an appointment with select Opticians, such as Vision Express, or just pop into a participating store and state that you are a Simplyhealth member.

The store will be able to look you up on their system, check that you're a Simplyhealth member and offer you the appropriate discounts on prescription frames and lenses.

For some of our plans, we can offer a direct settlement, where claims will be handled and settled by EyeMed directly with Simplyhealth.

Direct settlement means, that if you have some optical benefit remaining, EyeMed will be able to claim this back directly from Simplyhealth without you having to pay and then claim back. Any outstanding costs can be paid at the point of purchase.

If you are unable to use the direct settlement process, you will be provided with a receipt that you need to upload when you make your claim through your online account or the SimplyPlan app.

Simplyhealth has partnered with MySkinDoctor, a provider of online dermatology consultations. The professional medical advice provided via MySkinDoctor is delivered by experienced consultant dermatologists. The consultants have all been selected because of their experience and expertise in the field of dermatology.

This service enables you to have your skin conditions assessed by a team of expert consultant dermatologists. You can submit details and photos of your skin condition, at an exclusive discounted cost.

You will be assessed remotely and more quickly than a traditional clinic appointment, with a care plan including diagnosis, information about your condition and a treatment plan provided within 3 working days of your case submission. The dermatologists can support with a range of skin conditions such as acne, moles, rosacea, eczema, warts, psoriasis and many more.

MySkinDoctor can provide a diagnosis and initial treatment only, meaning in some cases you may be advised to see your NHS GP or a consultant face-to-face at an additional cost.

If you are a Simplyhealth customer over the age of 16, you can access the service through your Simplyhealth online account or via the SimplyPlan app. To get started you just need to click on 'My Health' and then the 'Skin Health' tile. You will then be directed to download the MySkinDoctor app and register with your details, under the 'Simplyhealth' option.

Via the MySkinDoctor app, you will need to add your initial information and details to register, and if you are using this service for a child named on your plan who is under 16, please register with their details.

Then click the '+' button to create a new case. Here you can take and upload photographs of your skin condition, answer the questions and add a description of your symptoms.

You can then submit your case and make the payment, your case is then sent to the consultant dermatologists for review and your treatment plan will be shared with you in the app, within 3 working days.

Anyone named on a Simplyhealth plan can access this service.

If aged 16 or over, you will need to download the MySkinDoctor app and register with your details.

If you are accessing the service on behalf of a minor aged under 16, who is named on your plan, then you will need to register on the MySkinDoctor app with the minor's details and submit a case on their behalf. 

A consultant dermatologist will carefully review your photographs and decide on the best course of action, in the same way as if you had been seen face-to-face in a clinic. For many patients, the consultant dermatologist will be able to diagnose the problem, provide reassurance and discharge them back to their GP with a plan for looking after their condition. Sometimes, the consultant dermatologist may decide that you do need to be seen in person for further tests or a physical examination. If this is the case, they will advise that you visit your NHS GP, or they can refer you to a private in-person consultant. 

If you have the Diagnostic benefit as part of your Simplyhealth Health plan, and you have entitlement remaining for the year, you can claim money back towards your consultation up to your maximum entitlement.

You will receive a receipt from MySkinDoctor via email and you must upload this when you submit your claim through your online account or the SimplyPlan app.

You can check what your plan covers you for under 'My Entitlement' in the Simplyplan app or under 'Policies' in your online account. You can also check your table of cover under 'My Documents'.

You will be updated within 3 working days upon receipt of adequate images to diagnose your skin condition or lesion.

If a prescription is required, prescriptions will be emailed to your registered email address via an e-prescription service.

Unfortunately, both Isotretinoin (Roaccutane) and Spironolactone are not treatments we can prescribe remotely as these types of medication require strict monitoring and review by a dermatologist in clinic. 

Please note that these are private prescriptions, and they are not covered by the NHS. The private medication price varies depending on the type of medicine you are prescribed.

If you have the Prescription benefit as part of your Simplyhealth plan, and you have entitlement remaining for the year, you can claim money back towards your private prescription up to your maximum entitlement. When you make your claim, all you need to do is include a receipt and a photo of the prescription label on the box or bag of your medication.

Simplyhealth has partnered with Ascenti, so our members can use their Health plans to get quick access to a nationwide network of physiotherapists, at a discounted rate.

You can access discounted physiotherapy sessions at a choice of over 300 clinics nationwide. 90% of the UK population live within 5 miles of an Ascenti clinic so you should be able to find one at a time and place that fits in with you!

This service enables people to make headway after illness and injury, step back into work after accidents, or simply stay active and keep moving forward in their daily lives.

Simplyhealth members can book face-to-face physiotherapy sessions at a discounted rate of just £39.50 per session.

Your physiotherapist will achieve the best results possible using a combination of techniques and therapies including:

• Exercise therapy

• Joint mobilisation

• Soft tissue massage

• Lifestyle advice.

Once you've started a course of treatment with Ascenti, you will also have access to the 'Ascenti Physio’ app for 12 months, which will continue to support your recovery.

The link to the face-to-face physiotherapy service can be found via the SimplyPlan app or through your Simplyhealth online account by selecting 'My Health' and clicking 'Muscle and joint' and then selecting 'In-person appointment'. This service is available for Simplyhealth customers aged 16 and over.

If you have the Physiotherapy benefit as part of your Simplyhealth plan, and have entitlement remaining for the year, you can claim money back towards your physiotherapy sessions up to your maximum entitlement.

You will receive a receipt from Ascenti via email and you must upload this when you submit your claim through your online account or the SimplyPlan app.

You can check what your plan covers you for under 'My Entitlement' in the SimplyPlan app or under 'Policies' in your online account. You can also check your table of cover under 'My Documents'.

This service is available for Simplyhealth customers aged over 16 years. If your child is over the age of 16 they need to register to be able to access this service. You can invite them to register by adding their email address here. We'll then email them a link to register.

Simplyhealth has partnered with Unfabled, a women’s health and wellness destination providing sustainable products from independent brands. Unfabled has a range of wellness products to support with menstrual health, sexual wellness, hormonal health and more. Empowering women to find the best solutions for their needs.

As a Simplyhealth member, you can enjoy 20% off of our expertly curated collection of women's health and wellbeing products. Discover the best clinically vetted natural solutions for hormonal symptoms, sexual wellness, menstrual care, menopause and more.

The link to the discounted women's wellness products can be found via the SimplyPlan app or through your Simplyhealth online account by selecting 'My Health' and then clicking on 'Women's Health'.