GP24 – virtual GP access for you at no extra cost

HealthHero is the company that provides the GP24 service for MetLife individual protection policyholders and is the largest digital-first healthcare provider in Europe. It combines digital convenience with clinical expertise to provide people with fast, remote access to expert clinicians when they need it.

This service is available to all policyholders who have current MetLife individual protection policies (such as life cover, critical illness cover, accident & hospitalisation cover, income protection). The service can also be accessed by the policyholder’s immediate family and dependants (living in the same household).

To be eligible to use the GP24 service, patients must be resident in the UK (inc. Crown Dependencies, such as the Channel Islands and the Isle of Man), or the Republic of Ireland.

No, the GP24 service is provided free of charge. However, where a prescription is issued, there will be a charge for the medication on collection. The price of a private medicine varies depending on the type of medicine that has been prescribed.

To be able to access the GP24 services, you will be asked to provide:

• The access code MLGP24
• Your name, date of birth, gender, address, email and phone number
• Your GP details

All patient data and records are stored on HealthHero’s patient management system, in a secure data centre which is only accessible with multi-factor authentication by authorised personnel.

Yes. Patient confidentiality is very important and all records remain confidential. HealthHero’s doctors follow clear guidelines about sharing clinical notes with your own GP. When appropriate and with your explicit consent, any relevant medical notes, including consultations notes for any prescriptions or referrals issued, can be sent to your GP.

Yes absolutely.

Patients must not use the service for emergencies or urgent conditions as this may delay necessary treatment. You must contact the emergency services immediately in emergency or life-threatening situations.

No. GP24 access is only given to current policyholders and their families and your entitlement to use the service will end when your MetLife policy ends.

The translation service is available for over 200 languages and needs to be arranged by calling the 24-hour service line on 0330 043 5198. Please note: for reasons of patient safety, prescriptions can’t be issued through the translation service.

Services cannot be provided to women who confirm (upon being asked) that they are or may be pregnant, even if the health concern does not directly relate to the pregnancy. In the event that HealthHero considers that it can provide such services, it shall notify the Customer and the services shall be included as Services from the date of such notification.

The GP consultations are either by phone, or via a secure video meeting.

Most patients receive the advice, reassurance and, where appropriate, diagnosis they need from the GP24 doctors, however, if their symptoms require a physical examination, or a repeat prescription, they may be referred to their own GP. The service is not a replacement for your usual GP.

Patients can contact the GP24 service as often as needed. The second medical opinion consultation service is limited to 2 per person in a 12-month period.

In line with clinical best practice guidelines for remote prescribing, our GPs are unable to issue long term, repeat medication. Should the patient require repeat prescription medication, it is in their best interests to be seen by their regular GP.

If the patient is in the UK or a Crown Dependency at the time of their consultation and are offered a prescription, then provided it is in stock and the prescription is raised before 4pm (UK time), it can be delivered to an address of their choice as soon as the next working day.

Our pharmacy partner will contact them by telephone shortly after the consultation. A range of delivery speeds are available which they will discuss at the time.

The total cost will depend on the destination and chosen delivery option. Next day delivery to a Crown Dependency cannot be guaranteed and may be affected by local customs regulations.

Whilst the cost of medication varies, there is a minimum charge of £6.50 per item for postage.

There is no P&P for collection of prescription medication at local pharmacies. Medication charges will vary between pharmacies.

This may be possible within the European Union although where a private prescription is issued, please be aware that GP24 will be unable to advice on local pharmacy charges.

GP24 is unable to prescribe if the patient is outside of the EU, United Kingdom (including Crown Dependencies) at the time of their consultation.

The first step of the process is a phone or video consultation with a GP24 doctor to obtain an understanding of your condition and areas of concern, and to assess suitability for a Second Medical Opinion with an appropriate specialist.

If a Second Medical Opinion is appropriate then the GP will capture the required information to initiate the Second Medical Opinion process.

The Second Medical Opinion service has a limit of two consultations per patient, within a 12-month period.

GP24 doctors are recruited via a rigorous two stage interview process with HealthHero’s Chief Medical Officer alongside HR vetting procedures. These ensure that GPs are qualified, experienced, and knowledgeable to an equivalent standard to your own GP. The minimum criteria requires that GP24 doctors:

• Are currently practising in the NHS as a GP and have at least 2 years’ experience
• Are on The General Medical Council register
• Have a Bachelor of Medicine Degree - and 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