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Coronavirus Hub

Frequently asked questions, remote care and billing

This information was updated on Monday 8 June at 4.15pm and is correct as of that date.

Vitality's response to coronavirus

Improving our members’ wellbeing and making sure they receive the best care is our priority during these unprecedented times.

We work closely with the NHS and private providers to ensure patients are seen and prioritised in order of clinical need. We’re also working to find alternatives, like remote care, that members can benefit from.

We will continue to monitor the situation and have measures in-line with the UK Government and Public Health England advice.

Support

Vitality is operating normal service hours and you can contact us via phone or email. We have business continuity plans in place if the situation changes.

We have identified 1500+ consultants that provide video consultations and can refer members for diagnostic services. Members can use our Vitality GP app for GP consultations and access remote mental health support or physiotherapy services. We’re also contacting members waiting for further treatment to explain we’ll cover their care as soon as private hospitals are able.

If our members are affected by coronavirus and need an NHS hospital stay, we offer a Covid-19 Cashback Benefit that pays up to £5,000 for their stay at the hospital. Terms and conditions apply.

From 1 April 2020, our partner company that processes paper post closed as a result of Covid-19. Vitality will no longer receive any post until further notice

Consultants and Therapists: Register and submit invoices with the Healthcode website. Invoices sent via post will be treated as invoices not sent

Hospitals or Facilities: If you usually submit invoices by post, contact us at helpline@vitality.co.uk. 

Our members are still covered for eligible treatment as long as it’s agreed and their plan is active on the rescheduled booking date.

Vitality can still pre-authorise treatment. It’s difficult to predict how long members will need to wait and we can offer some alternatives in the meantime.

We offer phone or video consultations to our members when it can help their care. If you wish to provide remote care to our members or have any questions, email remote.consults@vitality.co.uk.

We have developed the Vitality Specialist Finder powered by Doctify, an independent online review and booking platform for clinical consultants. It means our Member Care team can find doctors by speciality, rating and location. We can easily identify the consultants who offer video consultations using this. Vitality Specialist Finder will soon be available for members too.

If you don’t already have a secure way of hosting videos, Doctify has released a new feature – Doctify Video Consultation platform. This offers you an alternative way to communicate with patients.

Vitality health insurance members have access to Vitality GP, where they can set up video GP consultations, get onward consultant referrals and arrange remote mental health sessions.

We can direct members to consultants that provide either phone or video consultations and refer to diagnostic services where necessary.

We’re identifying hospitals that can provide cancer services during the coronavirus pandemic.

Our members can self-refer themselves to Talking Therapies and access digital support services like TogetherallHeadspace, Buddhify, Calm and The Mindfulness App.

Remote physiotherapy sessions are available with recognised specialists or our partner Ascenti. They can set out a programme of exercises and remote sessions to support members.

Billing

Please see our fees and important information if you wish to provide telephone or video consultations to Vitality members:

Consultants (except oncology and mental health):
Initial consultations:
Consultants can bill fees up to £160, using the following codes:

CCSD 20360 Remote Consultation – 16-29 minutes
ISC SP000166 Remote Consultation (Telephone/Video) – 16-29 mins

Follow-up consultations:
Consultants can bill up to £120, using the following codes:

CCSD 20350 Remote Consultation - up to 15 minutes
ISC SP000165 Remote Consultation (Telephone/Video) - under 15 minutes

Oncology consultants
You can invoice your regular fees for initial and follow-up consultations.

Mental health specialists
Consultants, practitioners, psychologists and psychotherapists, can invoice their regular fees for initial and follow-up consultations.

Therapists
Chiropractors and osteopaths: You can provide video consultations for our members. Please use the consultation codes you would normally use and bill up to £42.

Podiatrists and Podiatric Surgeons: You can provide video consultations for our members. Please use the consultation codes that you would normally use and bill up to £55.

Dietitians: You can provide video consultations for our members. Please use the consultation codes that you would normally use to bill up to £45.

Speech therapists: You can provide video consultations for our members. Please use the consultation codes you would normally use and bill up to £70.

You can find more information about the fees in our therapist section.

Non-network physiotherapists:
Physiotherapists can bill the agreed fee for up to £35 per session, once a week.
Members will need to get authorisation for their care as per their plan. Remote appointments will come out of the member's out-patient allowance, just as they would for face-to-face appointments.
Please use the following codes to bill for these sessions:
PH000146 - Physiotherapy initial remote consultation
PH000145 - Physiotherapy

Other (acupuncturists, homeopaths and audiologists)
We’re currently not authorising claims for remote consultations with these.

Information for consultants
• Consultants must adhere to our Terms of Recognition
• We’ll not fund more than one out-patient consultation per member per week
• We’ll not fund more than two out-patient consultations per member per month
• We’ll not fund more than 10 out-patient consultations per member per year
• Remote consultations will still come out of members out-patient benefits
• Remote consultations are being audited
• You’ll be contacted if our Terms of Recognition aren’t adhered to.

Information for therapists
• Therapists must adhere to our Terms of Recognition
• We’ll only fund the number of consultations that have been authorised
• Remote consultations will still come out of member out-patient benefits
• Remote consultations are being audited
• You’ll be contacted if our Terms of Recognition aren’t adhered to.