DoctorLine™ is a service provided by Westfield Health, which we can now provide to clients as a separate service. It is a 24/7, 365 days, access to GP professionals anytime, anywhere, through phone consultations, video calls, and prescription medicines if required.
What’s covered?
✔ Telephone consultations with a qualified practising GP or Clinical Pharmacist
✔ A call back at the time of your appointment
✔ Virtual consultations so that employees can show the GP any symptoms to help with a diagnosis
✔ An electronic private prescription service, that delivers the medication that employees buy to their home, place of work or a local nominated pharmacy
✔ DoctorLine™ may offer to inform the employees' GP about their consultation; this is particularly important if they've been prescribed medicine
What’s not covered?
✘ Emergencies or urgent consultations; DoctorLine™ isn’t intended to replace employees own GP or emergency services*
✘ Any charges for receiving a call to the employees mobile (for example, while outside the UK)
✘ Face-to-face consultations at a doctor’s surgery
✘ Private prescriptions can’t be sent directly to employees via post
✘ Electronic prescriptions are not available to send outside the UK
✘ DoctorLine™ can’t prescribe controlled drugs
*Employees must not use the service for emergencies or urgent conditions as this may delay necessary treatment. If they believe that it is an emergency or life-threatening situation, they will need to contact their local emergency services immediately. Especially if someone:
- Has difficulty or is not breathing
- If they think someone is having a heart attack or stroke
- Has severe chest pain
- Has severe bleeding and it can't be stopped
- Has lost consciousness
- Is in an acute confused state and/or having fits which aren't stopping
Who will employees speak to when they call?
Callers will first speak to a socially trained operator who will take some details and arrange for a GP to call back at a convenient time. If calling for a webcam (video) consultation, the operator will ask for an email address.
When is this service available for clients?
The telephone consultation service is available to clients 24 hours a day, 7 days a week. The video consultation service is available 7 days a week (excluding Christmas Day), from 8.00am to 10:00pm (UK time).
Can only residents of the UK/IRE use this service?
Yes. Only residents and/or nationals of the United Kingdom (UK or Republic of Ireland) are eligible to use the services. By using the service, they are confirming that they are a UK or Republic of Ireland resident and/or national.
What if there is a problem between the clinician and employee?
The clinician reserves the right to terminate the consultation in the event of inappropriate behavior.
Do employees get the option of a male or female doctor?
Yes, where possible, they will always try to accommodate a patient's preference to speak to a male or female doctor.
How long would they have to wait for a call back?
Appointments are usually available within 2.5 hours, although this can vary depending on the time of day the request is initiated. Patients have the option to request a specific time, for example, during a lunch break or an evening. Otherwise, they will be offered the next available appointment.
How quickly can DoctorLine™ be activated?
Upon receipt of a signed contract, the benefit can be set up within 10 working days. The start date will always be the 1st of a calendar month.
Is a code needed to access the service?
Yes, employees will be asked for a code, this will be detailed within the DoctorLine™ information on your benefits platform.