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Keeping you informed


In England we are seeing an increasing number of hospitals confirm that they are accepting non urgent referrals with a large proportion offering a full range of services. A small number continue to support the NHS.

In Scotland, Wales and NI, a number of independent hospitals have confirmed that they are offering a full range of services, but we are aware of some limitations at a small number of hospitals. We’ll continue to update you as the situation changes.

This is a positive step, however it is possible that speed of access may still be delayed and potentially vary depending on which treatments are needed and provider capacity in different geographical areas. So you may still experience some delays to treatment, appointments and tests.

You can find out if your consultant is now seeing patients at Bupa Finder

You can access information on the most up to date guidance from the NHS on processes in place to protect people accessing healthcare services at this time.

Find out more

We’re supporting customers to access healthcare where they can with remote services and giving access to a range of Specialist Patient Support services.

We can assure you that if a procedure has been cancelled or your treatment delayed we’ll help you access care quickly and effectively as the healthcare system returns to normal. To ensure we can keep you up to date it is important we have all your contact details. You can update your contact details using our customer enquiry form.

This dedicated information page provides the latest information on how we continue to support you whilst you are preparing for treatment.

Our services are still here to support you

As a Bupa health insurance customer, you have access to a range of services - helping you look after your physical and emotional health needs and get the advice you need whilst you’re awaiting treatment.

  • Digital GP

  • Anytime HealthLine

  • Emotional support

  • Remote consultations

  • Specialist Support

Here you can find detailed information about the specific support we’re able to provide across a number of condition areas. Use the tabs to learn more.

Advice for cardiac patients

We are contacting complex cardiac patients awaiting treatment to provide advice specific to your circumstances. Our specialist nurse team are case managing complex patients.


Specialist Patient Support

Our well-established Specialist Patient Support clinical team and dedicated advisers can provide you with personalised support to help you stay in the best health possible for when your treatment is ready to progress. This includes signposting and guided support specific to your condition as well as health coaching and lifestyle advice.

You can find out more advice and information in the video below:





Contact our Cardiac Support Team


Call 0345 600 7264^



Rapid cardiac assessment service

Our new remote cardiac assessment service allows you to have a video consultation with a specialist within 36 hours from triage. We can also arrange for diagnostic tests such as an ECG monitor or a blood test kit, to be sent to your home where appropriate. We’ve introduced this new remote service to reduce the risk of COVID-19 exposure and to provide the safest and fastest way to be diagnosed in the comfort of your own home. You’ll need either a referral from your NHS GP or from our Digital GP service before you call.





Further advice

If you have any questions about conditions that affect heart, blood and circulation you can visit Bupa health information to get information on conditions, procedures and treatments.


Read more



If you are seeing a consultant then common diagnostic procedures you may be having include:



ECG


Echocardiogram


Angiogram



You can contact British Heart Foundation for information, support and community groups at https://www.bhf.org.uk/informationsupport

The British Heart Foundation also have a regularly updated page for your concerns about COVID-19 and specific conditions.

Find out more



Due to COVID-19, the British Heart Foundation are currently offering a “cardiac rehab at home” programme.


Find out more



^Lines are open Monday to Friday 8am-6pm. We may record or monitor our calls.

Advice for oncology patients

It’s important to us that you know you’re not on your own. So, as part of our cancer cover, we provide you with a dedicated, trained Oncology Support Team who you can turn to for as long as you have Bupa health insurance.

Contact our Oncology Support Team


Call 0345 850 0465^

If you have any questions about cancer, need support or just someone to talk to, call the Macmillan helpline on 0808 808 0000 or visit macmillan.org.uk^^



You can also visit the Cancer Research UK website at https://www.cancerresearchuk.org



Specialist Patient Support

Our well-established Oncology Specialist Patient Support clinical team and dedicated advisers can provide you with personalised support to help you stay in the best health possible for when your treatment is ready to progress. This includes signposting and guided support specific to your condition as well as health coaching and lifestyle advice. Our oncology nurses are following Macmillan's guidance to ensure cancer patients whose treatment has been delayed are prepared for treatment. As part of our cancer promise you can take comfort in knowing our trained counsellors will provide you with emotional and psychological support when you need it.



Ensuring minimal impact to services

We are working with oncology specialist providers to ensure fast access specialist diagnosis and treatment, mobilising additional appointments for cancer diagnostics, with more clinics becoming available as we begin to return to normal over the coming weeks. We are keeping customers safe by converting all suitable consultations to telephone or virtual consultations.



Chemotherapy at home

If you’re currently receiving treatment for cancer, we want to do everything we can to make things easier for you. That’s why where possible, we can provide chemotherapy treatment delivered by a specialist nurse in the comfort of your own home or at an infusion centre. Please ask your consultant about this service. As part of our cancer promise we give our customers access to eligible evidence-based breakthrough cancer drugs and treatments. In these challenging times we are providing the option of switching to regimes which allow you to have treatment at home rather than in a hospital setting.

Find out more including what topics we can help you with (PDF 1.5MB)

^Lines are open Monday to Friday 8am-8pm, Saturday 8am-4pm. We may record or monitor our calls.


^^Monday to Friday 9am to 8pm.

Advice for gynaecological patients

It’s important to us that you know you’re not on your own. We know this is a difficult time to be preparing for or recovering from a gynaecological diagnosis or procedure. If you are awaiting treatment you can access specialist support who can provide advice by calling your usual Bupa helpline number to request a callback from a nurse.


Specialist patient support

Our well-established Specialist Patient Support clinical team and dedicated advisers can provide you with personalised support to help you stay in the best health possible for when your treatment is ready to progress. This includes signposting and guided support specific to your condition as well as health coaching and lifestyle advice.


You can find out more advice and information in the video below:






Further advice

Bupa provides a wealth of information and advice related to common women’s health procedures.


Find out more



Common procedures that you might be waiting for:



Colposcopy


Hysterectomy


Hysteroscopy



Useful Bupa articles on Womens health also include:


Common questions about menopause


Tips for managing hot flushes in menopause



You can access further information and advice specific to corona virus pregnancy and women’s health at https://www.rcog.org.uk/

Advice for muscles, bones and joints

Direct Access for muscles, bones and joints can help you access remote services including digital home exercise programmes and referrals for remote physiotherapy. Direct Access (telephone and video physiotherapy) can be used if you don't have a GP referral, or have a referral but can't get to your consultant or physio if you're experiencing pain or discomfort (Check your policy for direct access eligibility).



Specialist Patient Support

If you're awaiting surgery, then you can access case management support with structured pre-habilitation as well as pain management advice and online resources.

  • Pre-habilitation could include personalised exercise programmes to improve joint mobility and strengthen muscles surrounding the joint in order to help you be in the best health possible for when your treatment is ready to progress and could improve post-operative outcomes.
  • Our clinicians can also help you manage your pain through lifestyle advice and education and guide you through online pain management resources.

You can find out more advice and information in the video below:






Contact our Direct Access team


Call 0345 600 8277^



You can get further information, advice specific to knee pain and treatments at Bupa’s Knee clinic.


^Direct Access telephone services are available as long as the symptoms are covered under the policy. If your cover excludes conditions you had before your policy started, we’ll ask you to provide evidence from your GP that your symptoms are not pre-existing for a period of up to two years from policy start date (or five years in the case of mental health) before we can refer you to a consultant through the Direct Access service. Always call us first to check your eligibility.

Advice for patients accessing mental health and wellbeing services

Mental Health Direct Access can provide you with phone consultations with Bupa-recognised therapists over the phone and on-line cognitive behavioural therapy without the need of a GP referral. Always call us first to check eligibility. Our mental health practitioners are here to listen. They can speak to you on the phone and will listen to your concerns and discuss options including referring you to on-line cognitive behavioural therapy or to a Bupa recognised therapist or consultation for remote consultations, often by video call.

Online cognitive behavioural therapy (iCBT) is aimed at people suffering with mild to moderate mental health conditions. It’s a NICE recommended treatment with proven results and is based on the principles of CBT – thoughts, emotions and behaviours. As iCBT are online programmes, they can be completed from your own home at a time that suits you.

Alternatively, if Direct Access is not on your policy, you can arrange a Digital GP appointment, following which you will also be able to then arrange further care if appropriate.



Contact our mental health support team. You’ll need to have your membership number to hand.


Call 0808 115 6288^



Family Mental HealthLine

As a Bupa health insurance customer, if you’re worried about the emotional wellbeing of your child in this difficult period, you can call our Family Mental HealthLine. Our mental health nurses will be able to offer you advice, guidance and support when you need it most. Call our Family Mental HealthLine on 0345 2667 938^. You’ll need your membership number when you call.



Further advice

You can access information about Bupa’s mental health services on our mental health hub

You can also access health information and support from Mind at https://www.mind.org.uk/information-support/

^Lines are open Monday to Friday 8am to 8pm and Saturday 9am to 12:30pm. Calls may be recorded and to maintain the quality of our service we may monitor some calls, always respecting the confidentiality of the call.

^^ Lines are open 8am to 6pm, Monday to Friday. Calls may be recorded and to maintain the quality of our service we may monitor some calls, always respecting the confidentiality of the call.

Advice for gastroenterology patients

If you are preparing for or recovering from a procedure you can access specialist nurse support who can provide advice by calling the usual Bupa helpline number and requesting a call back from a nurse. Our general nurses are contacting complex gastroenterology patients awaiting treatment to provide advice specific to your circumstances.

Our well-established Specialist Patient Support clinical team can provide you with personalised support to help you stay in the best health possible and prepare for your treatment. This includes signposting and guided support specific to your condition as well as health coaching and lifestyle advice.



You can find out more advice and information in the video below:






You can visit Bupa health information to get information on conditions, procedures and treatments.


Find out more


If you are seeing a consultant then common diagnostic procedures you may be having include:



Colonoscopy


Advice for dermatology patients

At Bupa, we understand that finding a mole or skin lesion that doesn’t look right can be worrying, and you’ll want to get it checked as quickly as possible. We’ve developed our Remote Skin Assessment Service, for fast detection of skin cancer from the comfort of your own home, without the need for a GP referral.**

This service is available nationwide and you’ll get your results back within three working days, from the time you register. You’ll be sent a link by text or email to register for the service, where you’ll also be asked to answer a few questions about your medical history to help the dermatologist with their assessment. After registering, you’ll receive your kit in as little as one working day*. If your result is nothing to worry about, you will be sent a link to a report within 24 hours. If further investigation is needed, you will receive a call to discuss your next steps. Bupa will also be made aware that you need an onward referral, so we can help you with this.

If you’re worried about a mole or skin lesion, you can call our Cancer Direct Access team where you will be offered the Remote Skin Assessment Service.

Call 0800 012 1305^





*Next working day delivery guaranteed if you register before 2pm.

** Subject to your policy’s usual T&Cs. Exclusion criteria apply. To find out more, search “Remote Skin Assessment Service” on Bupa.co.uk, or call our Cancer Direct Access Line.

^Lines are open 8am – 8pm Monday to Friday and 8am – 4pm Saturday. We may record or monitor our calls.



Exclusions for this service

This service is available to Bupa patients aged 18 if their policy covers it. However the service isn’t appropriate for all skin concerns. If any of the following apply, you’ll need a face-to-face appointment with a GP or dermatologist:



  • Rashes or other skin conditions, like eczema or psoriasis
  • More than three moles of concern

Moles which are:


  • Wider than 2cm
  • Previously biopsied

Let our experts keep you informed while you wait

We know it’s hard to get advice on what to do when you’re waiting for a procedure. That’s why we will be providing specialist articles, videos and health information to support you through this time.

Useful advice and information

Getting in touch

We are working hard to make sure we keep our customer care teams available to you over this period. As well as contacting us by phone or using web chat, you can also get in touch at bupa.co.uk/claim

Please use the below link to access our customer enquiry form. You can use this form to get in touch with us to make a claim for treatment, make a claim for COVID-19 cash benefit, to make a complaint, raise a query on an existing one or ask another question. We’re following the latest government advice to keep our people safe and asking them to stay at home wherever possible. Unfortunately, this means we may take longer than usual to reply. If you’re contacting us to authorise treatment that’s within 24 hours or need further advice, please call us on your usual Bupa helpline number and we’ll be happy to help.

Digital GP, Bupa Anytime HealthLine and Bupa Family Mental HealthLine are not regulated by the Financial Conduct Authority or the Prudential Regulation Authority.

Digital GP services are provided by Babylon Healthcare Services Limited. Registered in England and Wales No. 09229684. Registered office: 60 Sloane Avenue, London SW3 3DD.

Bupa Anytime HealthLine is provided by Bupa Occupational Health Limited. Registered in England and Wales No. 631336. Registered office: 1 Angel Court, London EC2R 7HJ

Bupa health insurance is provided by Bupa Insurance Limited. Registered in England and Wales No. 3956433. Bupa Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Arranged and administered by Bupa Insurance Services Limited, which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales No. 3829851. Registered office: 1 Angel Court, London EC2R 7HJ

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