We've answered some commonly asked questions about Online GP powered by HealthHero.
Accessing your online GP
How do I access my online GP?
If your company has an online GP subscription with Perkbox, you’ll have access to virtual GP services provided by our partner, HealthHero.
To access it, select ‘online GP’ on the left-hand navigation menu, then select ‘Go to HealthHero’ on the next page.
Can I access this from the Perkbox app?
Yes, you can. You can access it by selecting the ‘online GP’ tile on the home screen. Then select ‘Go to HealthHero. ’ This will take you to a Perkbox HealthHero portal.
Can I access online GP via the HealthHero website?
No, HealthHero doesn’t allow direct logins; you’ll need to go via Perkbox to be able to access the service.
Have an issue with online GP powered by HealthHero?
Email the HealthHero customer service team at:
Booking a consultation
Is there a limit on the number of consultations I can have?
No, you can contact the GP advice line as often as needed. As there is no limit to the number of phone, video or message consultations, you can book a separate consultation for each individual presenting issue you have.
Will I still need to see a GP?
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.
Can I choose to speak to a male or female doctor?
Yes. Where possible, HealthHero will always try to accommodate a patient’s preference to speak to a male or female doctor.
What sort of things can I ask about?
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.
We recommend booking a separate consultation for each individual presenting issue you have.
Do I need to pay for my appointment?
No, your appointments and your dependents under 16 are free, which includes fit notes, referrals and receiving prescriptions. Since it’s a private service, referrals will not be eligible for NHS services, and medication prescribed will not be free.
Can I call in emergencies?
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 breathing or is not breathing
you believe someone is having a heart attack or stroke
has severe chest pain
has severe abdominal pain
has severe bleeding and it can’t be stopped
has lost consciousness
is in an acute confused state and/or is having fits that aren’t stopping
You may still need to see your own GP or contact the emergency services if the clinician you speak with feels it is necessary.
HealthHero Virtual Physiotherapy Service
What do HealthHero's physiotherapists help patients with?
Restoring movement and functions in patients who have been affected by injury, illness or disability
Delivering exercise plans and supporting patients to safely and independently complete a home exercise programme
Problems affecting the musculoskeletal system – the bones, joints and soft tissue of the body
Suitability for online physiotherapy is made on a case-by-case basis
Each session lasts up to 30 minutes
How do I book an appointment with a physiotherapist?
You can access the physiotherapy service the same way you access the online GP—through the Perkbox portal. Once you're on the HealthHero page, you'll be able to select a physiotherapist from the same booking section used for GP appointments.
What qualifications do the physiotherapists have?
Physiotherapists are qualified and registered in the UK with:
HCPC (Health and Care Professions Council)
CSP (Chartered Society of Physiotherapy)
Data privacy
Is the service confidential?
Yes. HealthHero does not share your patient data with Perkbox or your employer, any records remain confidential.
When appropriate and with the patient's explicit consent, HealthHero sends any relevant medical notes, including consultation notes for any prescriptions or referrals issued, to the patient’s own GP.
How long will my personal data be held on the systems?
Clinical records are held in accordance with the NHS-recommended retention periods for general practice and telemedicine records. In all cases, records would be maintained for a minimum of ten years.
How are data and records stored?
All patient data and records are stored on HealthHero’s patient management system in a secure data centre that is only accessible with multi-factor authentication by authorised personnel.
How can I delete my HealthHero account?
On the HealthHero page, click ‘Contact us’ and leave your request; their team will delete your records accordingly.
Dependants
Can I use HealthHero for my child?
Yes, children under 16 years of age can be added directly to your HealthHero account. Simply choose ‘Dependants’ on the menu and enter their information.
How can I book a consultation for my child?
On your HealthHero page, click ‘Book appointment’ and select or add a dependent on the next step. When a patient is under the age of 16, a parent or a legal guardian must book the appointment and also attend the consultation.
Can I add my adult dependents?
Not yet. We hope to bring this functionality to you in future.
HealthHero and their GPs
Does HealthHero meet Clinical Quality Commission standards?
Yes, the most recent CQC inspection provided an overall rating of "Good".
What qualifications do the doctors have?
HealthHero’s doctors undergo a rigorous interview process to ensure they meet the same high standards as your GP. They must:
Be currently practising in the NHS as a GP with at least 2 years' experience
Be on the GMC register
Hold a Bachelor of Medicine degree (those who qualified after 2007 must be Members of the Royal College of GPs)
Be on the National Performers List for England
Complete an annual NHS appraisal
Have an enhanced DBS background check
Provide complete documentary evidence of their qualifications and at least 2 references to support their skills and experience
Once recruited, the GPs are continuously monitored and audited to ensure they maintain their skills to the highest standards.
Fit notes, referrals and prescriptions
Can I receive a fit note?
Yes, when clinically appropriate, the GP will issue a fit note. Make sure your employer accepts private fit notes, otherwise, you may need to visit your regular GP.
Private fit notes cannot be used to access state-funded sick pay or benefits.
Can the GPs issue a prescription?
Yes, except for some long-term, repeat medication.
Do I pay for the prescription?
You won’t need to pay to have a prescription issued, but since these are private prescriptions, the pharmacy will charge for the medication itself.
Medication can be collected from a pharmacy or delivered to your address. There is a delivery charge that varies by location. The online pharmacy you choose will contact you for payment.
Can I get a prescription if I’m outside the UK?
Yes, you can at the discretion of HealthHero. HealthHero does not guarantee prescriptions.
Can the GPs issue referrals to specialists?
Yes, they can provide you with an open private referral letter, meaning it cannot be used to access NHS services in the UK.
If you have private medical insurance, you will need to contact your insurer before engaging a consultant or specialist or accessing any diagnostic or treatment services unless you are self-funding.
Appointments
When can I book an appointment?
You can book an appointment anytime.
Is the telephone consultation 24/7?
Telephone consultations are only available between 8 am - 10 pm (GTM)
Can I book an appointment while I’m overseas?
Yes, you can. You just need to make sure your country is set to the ‘United Kingdom’ on Perkbox. If your location is not showing in ‘United Kingdom’ and you are based in the UK, please contact your Perkbox admin to update your location if it applies.
Can I request a video consultation?
Yes, you can, but it is only available from 8 am - 10 pm (GMT)