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Coronavirus Hub

Frequently asked questions, remote care and billing

Update

This information was updated on Tuesday 21 September at 12.15pm 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

Operating hours

Vitality is operating normal service hours: These are Monday-Friday, 9am-5pm. You can call us on 0800 092 9400 or email helpline@vitality.co.uk. 

Member information

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 information 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.

Covid-19 Cashback Benefit

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.

Paper post

We accept post, but email is the quickest way to get in touch on helpline@vitality.co.uk. 

Invoices must be submitted electronically either on the Healthcode website or via our invoice form https://www.vitality.co.uk/healthcare-providers/i-am-a-consultant/

Postponed treatment

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

Pre-authorised treatment

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.

Remote care

We allow phone or video consultations for our members when it can help their care. Remote consultations can be offered where appropriate, but quality standards must be maintained. Remote consultations should not be offered with face-to-face care. We will be audit remote consultations, and you may be contacted to provide further information. We do not expect to be billed for remote consultations that are purely for giving results or administrative in nature.

Vitality Specialist Finder

We have developed the Vitality Consultant 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 direct members using the Vitality Consultant Finder to consultants that provide remote consultations and can refer to diagnostic services where necessary. 

Video consultations

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.

Primary care

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.

Secondary care

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

Oncology

Oncologists can invoice with their regular fees for initial and follow-up consultations. Please use the correct CCSD codes for remote consultations.

Mental health specialists

Psychiatrists can invoice with their regular fees for initial and follow-up consultations. Please use the correct CCSD codes for remote consultations.

VitalityHealth members can also self-refer themselves to Talking Therapies and access digital support services like Togetherall and Headspace.

Physiotherapy

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.

Consultant billing

There are CCSD and ISC codes available for remote consultations and these should be used by Consultants when billing.

  • CCSD 20355 Initial out-patient consultation – remote
  • ISC SP000236 Initial Remote Consultation

 

  • CCSD 20365 Follow-up out-patient consultation – remote
  • ISC SP000237 Follow Up Remote Consultation

Therapist billing

Physiotherapists can bill up to £35 per session, once a week. Members will need to get authorisation for their care. Remote appointments will come out of the member's out-patient allowance. Please use the following codes to bill for these sessions:

  • PH000146 Physiotherapy Initial Remote Consultation
  • PH000145 Physiotherapy Follow-up Remote Consultation

Chiropractors and Osteopaths can provide video consultations. Use the consultation codes you would normally use and bill up to £42.

Podiatrists and Podiatric Surgeons can provide video consultations. Use the consultation codes that you would normally use and bill up to £55.

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

Speech therapists can provide video consultations. Use the consultation codes you would normally use and bill up to £70.

Psychologists and Psychotherapists can invoice their fees for initial and follow-up consultations. Please use the consultation codes you would normally use.

We’re currently not authorising claims for remote consultations for Acupuncturists, Homeopaths and Audiologists.

Important information

  • Consultants and therapists must adhere to our Terms of Recognition
  • We’ll not fund more than one out-patient consultation per member per week, two out-patient consultations per member per month or 10 out-patient consultations per member per year
  • We’ll only fund the number of consultations that have been authorised
  • Remote consultations will still come out of members out-patient benefits
  • Remote consultations are being audited regularly to ensure that these are being used appropriately.

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