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Our Virtual GP Service

Get access to a clinician when you need it most, no matter where you are in the UK with our digital healthcare service.

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Upcoming update to your virtual GP app: eMed powered by Livi 

From 21st January, eMed will be partnering with Livi - Europe's largest digital healthcare provider. Access to the virtual GP service will be changing, meaning eMed will be powered by the Livi app. This will provide faster, easier access to appointments and a broader range of services, giving you more control over your health. This webpage will be changing on 21st January to reflect this update.

 

Get access to a GP when you need it most, no matter where you are in the UK with our virtual GP service. At Freedom Health Insurance, we recognise the importance of timely access to a GP, especially given the challenges of securing NHS GP appointments. That's why we offer our UK health insurance customers a complimentary virtual GP service within the core cover. This service is not currently available to Freedom Worldwide customers.

User Guide

How does private health insurance with virtual GP coverage work?

When you purchase any of our UK health insurance plans (excluding our Freedom Worldwide international plan), you'll gain free and unlimited access to our Virtual GP service. In partnership with eMed, this service offers you the convenience of scheduling phone consultations with a GP 24/7, 365 days a year.

Enjoy the benefits of timely medical advice, reassurance, and diagnosis when you need it most. Please be aware that appointment availability may vary based on demand. 

How do I access the virtual GP service?

Freedom Health Insurance will send you a membership code in your welcome letter which you can use to access eMed. The membership code can be added when signing up or after you have created your account.

If you have already created an account, you can add your code in the eMed app or on the eMed web portal.

You can find more information on how to sign up by reading our user guide.

User Guide

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How can I book a virtual GP consultation?

Our UK policyholders have virtual access to GPs, physiotherapists, nurses, pharmacists, and mental health practitioners, 24/7, 365 days a year, at a time and place that's convenient to them.

Our virtual GP service is provided by eMed. Please note: this is not an emergency service. If you are experiencing a medical emergency, please call 111 for urgent medical advice or 999 for urgent medical assistance or go to your local A&E hospital.

What happens if I can't attend a scheduled appointment?

Appointments can be cancelled at any time without charge. However, if a member fails to cancel and misses an appointment, they will be responsible for the cost.

Who can access the virtual GP service?

The virtual GP service is available to all UK-based clients with a Freedom Elite, Freedom Essentials, or Freedom Your Choice private medical insurance policy. This includes individual policies, family and business insurance policies.

Contact Us

For any inquiries or issues related to eMed, please direct your emails to [email protected]. Our dedicated team members are committed to assisting you and will respond promptly.

Empower your health:

  • Prescription delivery – Have your prescription sent electronically to your chosen pharmacy for collection, or have your medication delivered to your door.
  • 24/7, 365 virtual appointments – Talk to a GP, physiotherapist, nurses, pharmacists and mental health practitioners from your device at any time.
  • Secure clinical records – Store all your records on the app, with the option to share them with your NHS GP. View your consultation notes, prescriptions and referral information.
  • “My Health” – A digital self-care tool to provide deeper insights into your health and wellness.

Your personal details and medical history will be kept confidential, just the same as your records with your usual doctor.

Patient Satisfaction Overview

Our private health insurance with virtual GP cover makes speaking to a GP when you need medical advice quick and easy.

1.2 million

1.2 million

appointments delivered in the UK in 2023.

75% of appointments

75% of appointments

were delivered in 4 hours, 100% in 24 hours.

Highly rated

Highly rated

with a patient excellence rating of 4.9/5 stars.

Patient Testimonials

Patient 1
"Convenient appointment times and a very personable experience."
Patient 2
"Polite doctors who listen and really want to help."
Patient 3
"It's fast, easy, and they really listen to everything you have to say! I was able to book an appointment and get my needs taken care of in a quick and professional manner."

FAQs

What is virtual GP?

With our virtual GP service you can contact and speak with a GP wherever you are at a time that suits you. You can have consultations and order private prescriptions through a doctor through normal call or video call.

What are the benefits of having private health insurance with virtual GP cover?

There are several benefits of the virtual GP service, including:

  • Flexible appointments - you can access a medical professional for an appointment at a time that suits you.

  • It’s convenient - there’s no need to travel to physically visit a GP and you can call a doctor from wherever you are.

  • You can easily order prescriptions and get medication delivered to a nominated address or pharmacy.

  • Limitless contact - you can access the virtual GP service and speak to a doctor as many times as you like as there are no video or phone call limits.

  • Better communication between you and a medical practice, giving you the best experience possible.

  • Access to the online records created by the virtual GP so you can review relevant, up-to-date information about your health.

How can businesses benefit from private health insurance with virtual GP cover?

For employers, offering your staff private health insurance which includes GP cover can have many benefits, including:

  • You can reduce absenteeism as employees will have quick and easy access to the care they need. The quicker they can speak to a GP, the quicker they can recover and return to work.

  • Your employees will feel valued and have greater job satisfaction knowing they’ll have access to the medical advice they need at a time that suits them.

  • You’ll be able to support the physical and mental health of your staff which can lead to greater productivity.

  • You’ll be able to attract and retain more employees - private healthcare insurance can be attractive to prospective candidates and existing staff alike.

How do I book a virtual GP appointment?

Booking a virtual GP appointment is quick and easy! You just need to register on the eMed website with your company membership code and then you can book your GP appointments by logging into your online account or through the eMed app.

  • Who the appointment is for.
  • An appointment topic or the type of clinician you want to see.
  • A phone or video call (video is better for visible symptoms).
  • The date and time of your appointment.

What do I do if my email is already registered with eMed?

If you already have access to an existing account with eMed (formerly known as Babylon), you can still add the Freedom membership code to your account. Please make sure to use the name registered with Freedom Health Insurance (e.g. Thomas not Tom).

To add your new membership code to your account, please follow the steps below:

  1. Log in to your account
  2. Click the person icon at the top right of the home screen
  3. Click membership information under account summary
  4. View your current membership type
  5. Add new membership code at the bottom (this will be in your welcome letter)

If you no longer have access to the registered email address, please use an alternative email address.

Is there a limit to the number of calls I can make?

No. Patients can contact the virtual GP advice line as often as needed, with no limit to phone or online consultations.
 

Will I still need to see a GP in person?

Most patients receive the advice, reassurance and, where appropriate, diagnosis they need from the virtual GP doctor appointments. The clinicians 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.

Can the virtual GPs issue a prescription?

Yes, virtual 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. There is a non-refundable charge for prescribed medication and delivery.

Can the virtual GP issue referrals to specialists?

Should the GP feel that a patient would benefit from a specialist assessment or further medical treatment they can provide an open private referral letter. This referral is for private medical care only and will not be accepted for services in the NHS. Referral letters can be posted or emailed directly according to patient preference. Please note the private referral is not a claims authorisation. Patients will still need to contact Freedom Health Insurance prior to receiving any treatment.

Can virtual GPs refer me to NHS facilities?

Our virtual GP service will refer you for private medical treatment if it is necessary. That said, you are always free to visit your own NHS GP and use NHS services if you wish - private health insurance policyholders are still eligible for NHS services.

How quickly will I get an appointment?

Our virtual GP service is offered in partnership with eMed who aim to make an appointment within 24 hours.

What do I do if I am unhappy with the service provided by the virtual GP?

Freedom Health Insurance offers free access to the virtual GP service provided by eMed to all our UK members. If you are unhappy with the service provided by eMed, please get in touch with eMed customer service at 0330 303 8000. You can read their complaints process here.

*Calls may be recorded and monitored for quality and training purposes.

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