All of the benefits that you have available to you are accessed using this App.

You just need to click into each of the sections that are available to you, and follow the basic instructions and click on the “Access a Doctor” button for example, and from a mobile device, that will allow you to connect a call directly to the GP service.

That same “click and call” method follows for Wellbeing / Counselling help, Legal help and Money and Debt help.

If you have been granted access to our Rewards and Discounts programme, you simply click on the link in the App to then connect to our specialist discounts pages and processes.

All of the services that you are accessing here within the Aqord Wellness App are provided for you to use on an unlimited basis personally.

Incredibly however, included in your membership as standard, we also offer all of these same benefits for all family adults living with you in the same household address.

We believe in sharing these benefits with your entire adult family to ensure the Wellbeing and Health and financial heath of all of your family. Adults can access the GP Service on behalf of their own children.

Health Hero Ltd

They are headquartered in Berkshire. They select GPs who are experienced, practising NHS GPs who are General Medical Council Registered/Licensed, on the NHS England Performers list and GP Register.

Callers will first speak to a specially trained operator who takes some details and arranges for a GP to call back at a convenient time. If calling for a webcam video consultation the operator will ask for an email address.

Health Hero have been providing their service for over 24 years. They are the most experienced provider of private GP services in the UK and Republic of Ireland, serving approximately 4 million people.
Their aim is to ‘support their clients and their members, keeping them healthy by providing convenient, simple access to primary care solutions whenever they need it and wherever they are.’

The Telephone Consultation Service is available 24 hours a day, 7 days a week; the Video Consultation Service is available from 8.00am to 10:00pm, UK time, 7 days a week, excluding bank holidays.

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 bleeding and it can’t be stopped
• has lost consciousness
• is in acute confused states and/or having fits which aren’t stopping

The service is not a replacement for your own GP. You may still need to see your own GP or contact the emergency services if the clinician feels it is necessary.

The clinician reserves the right to terminate the consultation in the event of any inappropriate behaviour.

Information correct as at time of writing. Subject to change without prior notice.

At the time of your consultation, you should ensure you are somewhere private. Where possible, it’s recommended that you use a land line for a telephone consultation as mobile reception quality is often variable. If you have call barring set up on your phone, the recommendation is to use a different line as it is possible that your service provider could block the clinician’s call to you.

When a video appointment is confirmed you will be sent an email with a link to access the service. Very occasionally, email systems can experience delays. If you have not received your email you should call before the consultation is due to commence. Should a video consultation not be possible for any reason, the clinician will initiate or attempt to continue the consultation over the telephone. The availability of the online service cannot be guaranteed as mobile data and internet connections are controlled by third parties with whom Health Hero Ltd has no direct relationship or contract.

Yes, where possible, Health Hero will always try to accommodate a patient’s preference to speak to a male or female doctor. All their GPs are friendly, experienced, NHS practising GPs, with the same qualifications as your own NHS GP.

Anything you would normally ask your own GP, for example, about any travel vaccinations, sensitive or confidential concerns, explanations of diagnosis or treatment, aches and pains or any other health-related query you might have.

Most patients receive the advice, reassurance and, where appropriate, diagnosis they need from the doctors. The doctors can assist with most health concerns, but if a patient’s symptoms require a physical examination, or need a repeat prescription, they may be referred to their own GP.

Depending on the time of day, typically appointments are available within 2-3 hours, often sooner in quiet periods such as evening, overnight and weekends.

Patients can request a specific time, during a lunch break or an evening for example, otherwise they will be offered the next available appointment. Where Health Hero are unable to provide an appointment at the specified time, they will use reasonable endeavours to offer the patient a time as near to it as possible.

Where the doctor feels it is appropriate (especially where a prescription is issued), he/she will ask for the patient’s permission to send a copy of the consultation notes to their NHS GP. Communication is by secure email, fax or post depending on the surgery.

Yes, GPs can arrange and electronically authorise private prescription medication. The online pharmacy will then contact the patient to arrange delivery of the medication to a nominated UK address. The pharmacy will take payment via credit or debit card.

Information correct as at time of writing. Subject to change without prior notice.

Private prescription medication is subject to a full consultation with the GP taking into consideration presented symptoms, medical history and any current medication. Medication will only be issued where the GP believes it is clinically appropriate, on a case by case basis. Where appropriate, and as advised by the GP, prescriptions can be collected at a local pharmacy nominated by the patient.

The GP can offer a private prescription where they feel that prescription medication could assist the patient in treating their symptoms.

Private prescriptions will only be raised:

• At the sole discretion of the clinician
• During a telephone or video consultation
• If it is safe, clinically appropriate and in the patient’s best interests
• If it complies with Health Hero prescribing policy

Health Hero follows GMC (General Medical Council) best practice guidelines for remote prescribing. Please be aware that some medications cannot be prescribed remotely, and the clinician will advise if they are unable to do so.

In the absence of possession and knowledge of the patient’s medical records and follow up care, except for the contraceptive pill in Ireland, the service is not suitable for issuing repeat prescriptions.

If the patient is unable to satisfactorily answer the clinician’s questions, then they may not be able to raise a private prescription. Common medicines prescribed are short courses of antibiotics, anti-inflammatory and pain relief.
Clinicians have full access to the British National Formulary. However, many drugs in this Formulary would not be appropriate to prescribe remotely. Health Hero prescribing policy provides the framework for the clinical decision-making process and stipulates limitations on the quantities of controlled medications. Schedule 1, 2 and 3 controlled drugs cannot be prescribed at all. The maximum quantities of a controlled drugs vary by type, a medication containing codeine, for example, would be limited to maximum of 40 tablets (or equivalent) for a maximum of five days’ supply. Health Hero follows the South Central Antimicrobial Network guidelines which are based on national guidelines and against which, all doctors are audited.

If you are in the UK at the time of your consultation and are offered a prescription, then provided it is in stock and the prescription is raised before 3pm (UK time), it can be delivered to an address of your choice as soon as the next working day.

The pharmacy will contact you by telephone shortly after your consultation. A range of delivery speeds are available which they will discuss with you at the time. The total cost will depend on your location and chosen delivery option. Next day delivery cannot be guaranteed.
Whilst the cost of medication varies, there is a minimum charge per item for postage. There is no postage and packaging charge for collection of prescription medication at local pharmacies. Medication charges will vary between pharmacies.

Information correct as at time of writing. Subject to change without prior notice.

In line with clinical best practice guidelines for remote prescribing, the GPs are unable issue long term, repeat medication. Should a patient require repeat prescription medication, it is in their best interests to be seen by their regular GP who can provide the ongoing monitoring, medical record and follow up care such prescriptions may require. GPs can offer advice on medication you are taking and may be able to offer short course medication depending on the symptoms presented.

The prescription service is designed for UK based users who are in the UK. You may ask for delivery options overseas when you speak with the GP.

It depends on the size and type of medication, but most smaller items are sent in cushioned, securely sealed packets. Packets or boxes are plain with no markings.

Some medications cannot be prescribed remotely, and the clinician will advise if they are unable to do so. The service follows GMC (General Medical Council) best practice guidelines for remote prescribing. Typically, a prescription would be raised for a short course of medication to treat an acute condition. The service is not designed to provide repeat prescriptions or ongoing treatment for chronic conditions. The doctor will discuss the available options with the patient at the time of the consultation, but it is sometimes in their best interests to be referred so their own GP.

Local Pharmacy Collection is an option if it is made available to the patient by the clinician. This would be for patients in the UK or in the Republic of Ireland. You would be asked to nominate a local pharmacy to fulfil the prescription. The private prescription would be sent directly to the pharmacy and they would contact you to advise when it is ready for collection. When choosing the collection service, please be aware that Health Hero will have no knowledge or control over the pharmacy charges for fulfilling the private prescription.

Information correct as at time of writing. Subject to change without prior notice.

You may ask the GP about this in relation to your specific circumstances and location. Fulfilling an electronic prescription is at the sole discretion of the dispensing pharmacist you present it to, and Health Hero is not responsible for any refusal to dispense. When choosing to receive an electronic prescription, please be aware that Health Hero will have no knowledge or control over the pharmacy fulfilment charges.

All Health Hero GPs will only prescribe when it is safe to do so. They are experienced practising GPs and they will only prescribe following a thorough consultation, which takes account of medical history, allergies, current medication and presented symptoms. As in their NHS role, they will adhere to the GMC (General Medical Council) guidelines on prescribing following a remote consultation.

The patient management system uses the British National Formulary and its approved drugs and dosage levels for medication. When raising a prescription, the GP must review it prior to authorising, and it will be checked again by a qualified pharmacist before dispensing.
As the GPs take a full history from the patient including any current medication and dosages, allergies, etc. This detail remains on the patient management system, including data relating to any medication prescribed by the Health Hero doctor, so in future consultations, doctors can see previous prescribing history. When a prescription is issued, the consultation notes are sent to the patient’s own GP with patient consent.

Every prescribing doctor is audited monthly and Medical Solutions compliance team, led by their Chief Medical Officer, provides feedback and support to the clinical team, promoting best clinical practice.

All the GPs are NHS practising GPs working in primary care. In over 80% of cases the doctors are able to provide a clear course of action where the patient doesn’t need to see another medical professional. If the doctor doesn’t feel able to conclude on the best course of treatment over the phone, they will refer the patient to their own GP for a physical examination or further testing, or if necessary, to the emergency services if they believe high priority treatment might be necessary.

The GP telephone consultation service is available for unlimited use; if a patient’s symptoms are not improving, or they later remember something which may be relevant, they can contact the service and speak to a doctor 24/7 to discuss any concerns.

No, this is not something that is available as part of our service.

Information correct as at time of writing. Subject to change without prior notice.

Should the GP feel that a patient would benefit from a specialist assessment or further treatment they can provide an open private referral letter. This referral is for Private Medical Care only.

A GP referral if it is needed must come from your own GP, the one you are registered with at your home address.

Yes, the service doesn’t require an internet connection to access to a GP. The telephone consultation service provides 24/7 telephone access to a GP, and should the doctor feel it was necessary, they can issue private prescription medication and open referrals, remotely.

No. Patients can contact the GP advice line as often as needed, there is no limit to phone or video consultations.

The doctors are recruited via a rigorous two stage interview process with Medical Solutions Chief Medical Officer and HR vetting procedures, which ensure that GPs are qualified, experienced, and knowledgeable to an equivalent standard to your own GP. The minimum criteria require that the GPs:

• are currently practising in the NHS as a GP and have at least 2 years’ experience
• are on the GMC register
• have a Bachelor of Medicine Degree, those who qualified after 2007 must be Members
  of the Royal College of GPs
• are on the National Performers List for England
• complete an annual NHS appraisal
• have an enhanced DBS background check
• provide complete document evidence that they are suitably qualified
• provide at least 2 references to support their skills and experiences

Once recruited, the GPs are continuously monitored to ensure they maintain their skills to the highest standards. All the GPs complete an annual NHS appraisal to review their practise and performance.

Health Hero has a Quality Management System that incorporates policies and procedures, consistent with best NHS practise, and each GP’s performance is continually audited. This auditing includes reviewing key documents to ensure all GP’s knowledge, skills and registration are up to date.
Bi-annual doctor meetings are held the clinical team to maintain good engagement, share best practice and help to continually raise our standards of care and service. In addition to ongoing internal auditing, the GPs’ clinical notes are also reviewed by an independent external organisation called Clinical Guardian.

Information correct as at time of writing. Subject to change without prior notice.

All patient data and records are stored on the Health Hero secure patient management system, in a secure data centre which is only accessible with dual-factor authentication by authorised personnel. Health Hero believe it is important to have all your medical records in one place, therefore, when appropriate and with permission, they send any relevant consultation notes, including notes for any prescriptions or referrals issued, to the patient’s own NHS GP.

Patient confidentiality is very important, any records remain confidential unless patients provide permission to share it with a third party such as their own NHS GP or a specialist.

As a healthcare provider based in the UK and regulated by the Care Quality Commission in England, Health Hero follow the current guidance issued by the NHS and British Medical Association on retention of healthcare records.

The current guidance is that GP records are retained for a minimum of 10 years after death, but that Electronic Health Records (EHRs) must not be destroyed or deleted. This includes any video or audio recordings.

The IT systems Health Hero have been accredited by Cyber Essentials.

Dependents are eligible to use the GP advice line, but where a member, or dependent, requiring GP services is under the age of 18, it is advisable for their legal guardian to call on their behalf.

Yes, Health Hero is regulated by the Care Quality Commission for the delivery of medical services and they are rated GOOD.

The service operates in the same way. The only differences are around prescriptions.

The way the prescription service operates in Isle of Man and Channel Islands is the same as in the UK. The medication can either be collected from a nominated pharmacy or delivered to the patient’s address. Please note, in the Isle of Man and Channel Islands, delivery costs are likely to be higher.

In the Republic of Ireland, prescriptions are sent directly to the patient’s chosen pharmacy.

Information correct as at time of writing. Subject to change without prior notice.

You must be a resident and/or national of the United Kingdom (UK), its Crown Dependencies or the Republic of Ireland to be eligible to use the services. Eligible users can access the service worldwide for advice. The prescribing service is only available when the patient accesses the service from within the EU. Foreign nationals, normally resident and working abroad are not eligible to use the services.

Health Hero can provide the service to hearing impaired patients if they have access to a text relay service. Consultations can be booked and fulfilled using this service.

To conduct a telephone consultation, the patient would need provide the service with the contact number for their Text Relay service. The clinician would then call the text relay service and the patient would engage in that manner.

Patients who have a hearing impairment can also book a video consultation appointment with one of the experienced GPs. The web-based video consultation platform has chat functionality that enables patients to send instant messages to the GP. The patient and GP benefit from enhanced visual communication and enable the patient to share any visual symptoms such as a rash or swelling with the GP.

For patients who don’t speak English there is a translation services for over 200 languages. Health Hero has partnered with Language Line Solutions (www.languageline.com) who provide translation and interpretation services from trained, professional translators and interpreters with more than 240 languages available.

The service is available from 8am to 10pm, 7 days a week. The consultation must take place via a video consultation, so the patient will need to be able to access their email and the device they are using for the consultation at the time booked. This is in order so the GP can see the patient and benefit from enhanced visual communication.
Before the consultation begins, the doctor will call the Language Line translation service, speak to the operator and request a translator in the relevant language, then transfer the doctor to the translator and the translator will then ring the patient.

Prescriptions are not available with this service. Language Line will not retain any call scripts and your personal data will be processed live for the purposes of translating the call.

To book a consultation using the language line solution, the booking must be made by someone who does speak English, so that the instructions on how the service works can be communicated to the patient.

Health Hero will only book appointments for the caller or a dependent child of theirs. For instance, you wouldn’t be able to book in a consultation for a parent if you are calling on their behalf. There have been occasions where callers will book an appointment using their details, but during the consultation will try to seek advice for someone else; the consultation and record have to be for the patient booked so in this scenario the GP would not conduct the consultation.

Information correct as at time of writing. Subject to change without prior notice.