The 24/7 GP service is provided by HealthHero, and is designed to help you get minor ailments seen to quickly and remotely so you’re not spending your time waiting in the phone queue at 8am or stuck in the waiting room slap bang in the middle of your work day.
If private diagnosis or treatment are also part of your Equipsme plan, our GP service is also there to help you get a fast-track referral to a private specialist for more serious conditions.
However, it doesn’t replace your NHS GP. It’s not designed for emergencies, or for managing ongoing or chronic conditions where you need continuity of care.
The idea is to complement the NHS, take off some of the pressure - and make looking after your every-day health a bit easier.
What kind of services CAN I get from the 24/7 private GP service?
1. Remote consultations
The Health Hero GPs offer consultations via video, phone or even text message – typically between 8am and 10pm, seven days a week.
It means you can access a GP outside of normal working hours, from wherever you happen to be – for instance the office, on holiday or working away.
2. Medical advice, diagnosis and reassurance
The GPs can offer advice and diagnoses on many everyday illnesses – but only if they don’t require a physical examination.
So for example, some commonly handled issues include things like coughs, colds, mild musculoskeletal or dermatological issues, women’s and men’s health concerns.
They’ll be able to look at pictures of a rash for instance - but obviously won’t be able to run any hands-on diagnostic tests like blood work or urine samples.
That means that for anything that they think might be more serious - or need a physical test or examination - they’ll refer you either to your own NHS GP, or to an NHS walk-in centre where you can see someone face-to-face.
3. Private prescriptions
You CAN get a private prescription from our GPs – when clinically appropriate.
This can be emailed to you to take to a local pharmacy, filled via a partner pharmacy – or delivered direct to your door the very next day. The cost of a private prescription is not covered under the Equipsme plan, so you would have to pay for this yourself.
4. Fit notes
If needed, Health Hero clinicians can also issue private fit notes - for instance to show your employer, if you need to be off sick.
While these can’t be used for state sick pay, they can run for up to 14 days, and can be back-dated if required.
5. Referral Letters
Health Hero GPs can issue open private referral letters to a specialist. So if diagnosis or treatment are part of your Equipsme plan, you can go to the GP service and ask to be referred to a private specialist or consultant. If they agree that this is appropriate, you can then use their open referral letter as part of your claim submission to AXA Health and they will pre-assess whether it is eligible for cover under the Equipsme plan.
Remember that while Health Hero GPs can’t refer you to an NHS specialist, your private consultant CAN refer you back to the NHS further down the line.
It’s a great second-opinion resource to have if you’ve got a medical problem and you can’t get traction with your own GP – or if you want a faster referral.
6. Record Sharing & Continuity of Care
With your consent, HealthHero can share consultation notes and prescriptions with your NHS GP to support coordination. It’s helpful if you’ve got an ongoing issue, so your GP knows what advice and treatment you’ve had and can keep all your records up to date.
What kind of services can I NOT get from the Equipsme GP?
1. Emergencies and urgent care
Health Hero GPs CANNOT deal with emergencies over the phone or video – or any medical situation that requires urgent attention.
So if you’ve got severe breathing difficulties, a suspected heart attack or stroke, chest or abdominal pain, severe bleeding, unconsciousness, fits that don't stop, if you’re confused delirious - or if you’re having a mental health crisis - this is not the service to use.
In an emergency, you should call 999 or go directly to your nearest A&E.
2. Pregnancy or suspected pregnancy
Clinicians can’t provide diagnosis or advice for pregnant patients – or those who’ve just given birth. That’s because maternity issues aren’t something you can deal with remotely – you really need to see someone in person who can examine you and your baby properly.
3. Physical examinations or complex assessments
If your symptoms require in-person examination, imaging like Xrays, CT, MRI, tests like blood work, urine or stool samples, or procedures like vaccinations or surgeries, our GPs will have to refer you back to your own NHS GP, on to urgent care like a walk-in centre or A&E department, or (if clinically appropriate and part of your plan) on to a specialist private consultant.
4. Repeat Fit Notes or Extensions
HealthHero GPs can issue a first fit note, but CANNOT provide extensions. To get a note extended you’ll need to see your NHS GP.
In summary:
- HealthHero’s virtual GP is a valuable service that complements the NHS - offering fast access to qualified GPs, prescription services, referrals, and second opinions when needed.
- It does NOT replace your NHS GP - especially for emergencies, physical procedures, complex cases, or ongoing chronic care.
- If in doubt during a virtual consultation, GPs will err on the side of safety and refer you for in-person care or emergency services as appropriate.
Date reviewed: June 2025
