AXA Health members

HBSUK allows you to have your condition assessed by a specialist quickly and you can do this without travelling to hospital to see a consultant. If you need any tests these can also be arranged for you following your assessment.

We currently offer online services in some of the most common areas requiring specialist care. These include Dermatology (Skin), Gastroenterology (Digestive Health), Musculoskeletal (Muscles, Bones and Joints), Urology (Urinary), Neurology (Brain and Nerves) and Cardiology (Heart). Please note, you need to be an eligible AXA Health member to use these services. You may also need a GP referral.

Yes. The HBS Platform is a Class I Medical Device registered with the Medicines and Healthcare products Regulatory Agency (MHRA). This means our platform meets strict UK standards for safety, performance, and data security. It is designed to gather your information securely so your consultant can provide you with the best possible care.

You can find our Regulatory Statement, Intended Use statement and Instructions for use here. A paper copy of these instructions can be requested at no cost by contacting us.

AXA Health members can contact us here through our ‘Help and Contact’ page or can call us on 0115 857 3842. Our contact centre is open Monday to Friday 8am – 8pm, Saturdays 8am – 1pm and closed on Sundays.

Your information is reviewed by specialists exactly as if you were attending an outpatients appointment in hospital. Once they have received your information, your specialist will create a personalised care plan which will be made available to you in the Documents section of the platform. If a specialist feels they need more information they will contact you to obtain this, although this is not required in the majority of cases.

Please note, the process for AXA Health members using the Muscles, Bones and Joints service operates slightly differently. You can find more information on this service here.  

The questionnaires you complete are carefully designed and validated by clinicians to ensure all relevant information, including photos, is collected to allow an accurate assessment of your condition and create a care plan. If a specialist feels they need more information they will contact you to obtain this, although this is not required in the majority of cases. If your specialist feels a physical examination is essential before they can make these decisions, they will arrange for you to attend an in-person appointment. Please check your policy for any limits on face-to-face consultations.

Your condition should be assessed by a specialist consultant within 3 working days and the feedback will be shared in your personal care plan. You will receive an email notification once your care plan is ready.

Your information and medical history will be reviewed by a consultant who specialises in your condition. For musculoskeletal-related issues, initial assessments can be with a physiotherapist, advanced level physiotherapist or consultant orthopaedic surgeon. If necessary, your physiotherapist may then refer you to an orthopaedic or trauma consultant if they consider it necessary. However, the physiotherapy team can provide the help needed in 92% of cases.

Your personalised care plan and any next steps can be found in the Documents section of the HBS Platform. Your care plan will explain who to contact if you have any questions.

Your specialist will write to confirm any test results and the next steps. You will get an email notification when your results have been reviewed by a specialist and made available. You can find your results and further information in the Documents section of the HBS Platform.

Yes. Just like a face-to-face appointment, you’ll benefit from the experience of fully qualified clinicians but accessed from the comfort of your home at a time that suits you.

If your clinician determines you need a diagnostic test or face-to-face appointment, this will be arranged for you.

Patient outcomes and experiences are also closely monitored to continually improve the service. We believe that offering a digital service provides patients with choice and convenience.

HBSUK’s Medical Advisory Board is made up of nationally recognised consultants from across the UK. The Medical Advisory Board oversee all clinical decisions and governance within HBSUK to ensure the highest standards of patient care and safety.

Care provided through the HBS Platform is also regulated by the Care Quality Commission (CQC), the independent regulator of health and social care in England.

You can access the platform using your existing AXA Health log in details.

If you do not have an AXA Health account, please select the AXA Health log in option and follow the instructions to create an account.

If you use your AXA Health account details to log in for the first time, please continue to use this same method every time you access your account.

You can use the ‘Forgot your password’ option on the log in page which will generate an email and allow you to reset your password.

If you have previously logged in via your AXA Health account you need to contact AXA Health to reset your password and the ‘Forgot your password’ link will not work.

If you log in with your AXA Health account details, please use this route every time you access your account.

Please check your junk or spam folders as emails can sometimes get caught behind security filters. If you have still not received a link, you can contact us here.

You don’t need any special technology or to download an app, although we recommend you have the most recent version of software installed.

The HBS Platform is a web-based system that you can access on a phone, tablet or PC. You can use Safari, Chrome, Firefox, Edge or Mozilla browsers.

You may find it easier to use the larger screen size on a tablet or PC to share your medical information and history.

Set up your online account using the link provided and complete the questionnaires about your condition and your general health.

You can find additional information in the Support section when you log into the HBS Platform. This includes information about how to book, cancel or reschedule appointments. For further information, please contact us here.