"So seamless, the care has been really exceptional" - Ashleigh's Story
With everyday care services, such as virtual GPs, in high demand and now an integral part of health insurance plans, Vitality member Ashleigh shares her experience using the Vitality GP app and how it helped to secure an integrated referral as part of a seamless healthcare journey
Like any of us experiencing medical symptoms, Ashleigh’s first thought was to turn to her NHS GP to arrange an appointment and speak to her doctor.
Unfortunately, like many millions of people are finding, Ashleigh was unable to quickly get an appointment.
“I had been having some perimenopausal symptoms that had been escalating over a number of months and reached out to my GP and could not get an appointment within eight weeks.”
Recent analysis by the British Medical Association has highlighted how GP practices are struggling with rising demand and a growing pressure on services1. Unsurprisingly, according to recent Vitality research, difficulty accessing GP appointments is now the second biggest factor for those considering PMI for the first time2.
Use of everyday care services has also risen sharply in recent years, with almost 60% of VitalityHealth claims in 2022 for everyday care such as GP appointments, talking therapies and physiotherapy3.
Ashleigh is one of the thousands of members that made use of the virtual GP service provided through her VitalityHealth policy, with over 10,000 GP consultations now delivered per month, a three-fold increase since 20194.
“I immediately opened my Vitality GP app to see if I could get an appointment and was able to get one the same day. It could have been 40minutes later, but I chose [an appointment] that worked for me 3 about hours later."
- Ashleigh, Vitality Member
"I just had to log onto Care Hub..."
With digitisation now so much a part of our lives, PMI is too embracing technology to help deliver access to healthcare to consumers.
Digitally led healthcare solutions can help to improve and speed-up access to services and empower patients to have more control and visibility over their complete healthcare journey. By harnessing tech, such as smartphone apps, healthcare can now be delivered on demand, at a time and place that works for the individual.
In Ashleigh’s case, she was able to quickly and easily arrange an appointment through the Vitality GP app and speak to a doctor from the comfort of her living room, and then book her onward care through Care Hub.
“I met with the GP through my phone and was referred to further tests with a specialist consultant. All I had to do was log on to the Vitality Care Hub and all my information was there, including my referral letter and the options for my choices for consultant.
“I was able to choose one that was close to me and specialised in my area of healthcare that I needed and was able to immediately book a follow-up appointment for two weeks later.”
"It was all integrated"
By adopting a more integrated approach to primary care and onward care, health insurance can also harness digital access to deliver an easier and more seamless healthcare healthcare journey.
Through a deep integration between the Vitality GP app and Care Hub, members can now obtain a referral and immediate claims authorisation, to then book any onward care without having to go through a more drawn out, traditional claims process.
“I had my appointment with the specialist consultant, and he then referred me for a procedure in a day hospital. We booked that procedure, and everything was approved by Vitality because we’d gone through the system, and it was all integrated. I was then able to have the procedure done and have my follow-up appointment with the consultant.”
Better health outcomes
Delays in speaking to a medical practitioner or accessing onward care can not only exacerbate health conditions, but also be mentally distressing for people. The quicker someone is seen, the better their chances are for a positive outcome. At a time of increased demand, this is also key to ensuring PMI remains sustainable over the years ahead.
For Ashleigh, her healthcare journey was quick and seamless, with her being able to access the care she needed without lengthy delays.
“From me seeking a GP to having had a specialist consultant, testing done, and been referred for a procedure and for that procedure to be completed, was all done before I could have gotten an appointment with my local GP.
“I’ve just been so impressed in that from the very beginning it has just been so seamless and so easy to navigate, and the care has been really exceptional.”
1 Pressures in general practice data analysis (bma.org.uk)
2 Vitality Research, 2023
3 VitalityHealth Claims Insights Report 2023
4 VitalityHealth Claims Insights Report 2023
VitalityHealth Claims Insights Report 2025
In our 2025 VitalityHealth Claims Insights Report, we consider how consumer needs are changing, and how insurers - and advisers - are adapting to deliver the best possible outcomes for our clients, within a fast-changing environment.
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