Direct access to intelligent care for healthier muscles, joints and bones. Working Body Member guide

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1 Direct access to intelligent care for healthier muscles, joints and bones Working Body Member guide October 2015

2 Helping you keep your muscles, joints and bones healthy Chances are you don t give your muscles, joints and bones much thought -- until the day there s something wrong with them. Back pain, stiff necks and painful knees are common, but that doesn t make them any less frustrating -- especially when it means taking time off to see your GP and then waiting for specialist treatment. With AXA PPP healthcare s Working Body, we ve taken away all the hassle. As soon as you experience muscle or joint pain, you can call our Working Body team and arrange to speak with one of our physiotherapists for an initial clinical consultation over the phone. You don t even have to see your GP and the service is part of your existing healthcare benefits. Targeted treatment for recovery that starts now The human body simply isn t built to sit for long periods of time, so get up and move around as often as you can. Jan Vickery, Lead Physiotherapist, AXA PPP healthcare 2 AXA PPP healthcare - Working Body

3 Easy to speak to expert physiotherapists When you experience muscle, bone or joint pain, it s important that you get the most appropriate support early. That s why we ve made it easy for you to speak to our team of expert physiotherapists as soon as you develop a problem, so you can get on the pathway to recovery straight away. How do I access the service? Step 1 Call our Working Body team on to arrange an initial clinical needs assessment. The Working Body team are available between 8am - 6pm, Monday - Friday. (We may record and/or monitor calls for quality assurance, training and as a record of our conversation.) Step 2 During the phone call our physiotherapists will listen to your concerns, take you through an initial clinical consultation and then guide you on to the most appropriate treatment pathway for you. This could be one of three options; Face-to-face physiotherapy with one of our approved physiotherapists. Self-management we ll provide you with easy to follow guidance on how best to manage your condition. Specialist referral if you need to see a specialist or need further treatment we ll arrange this for you. Step 3 If you do need treatment, our physiotherapists are also able to pre authorise this on the same call. AXA PPP healthcare - Working Body 3

4 The direct route to treatment You develop muscle or joint pain Call us and we will arrange an initial consultation You ll receive treatment You ll have a telephone clinical needs assessment with a physiotherapist and any treatment you need will be agreed and authorised Occasionally we may need to do some extra checks before we can authorise your treatment. If this applies to you, our Personal Advisory team will talk you through the next steps. Choice and flexibility If you develop muscle or joint pain and wish to make a claim, you can follow the treatment option above. Alternatively you can still visit your GP and choose to have treatment through the usual claims route. If you have any queries please call us and one of our friendly Personal Advisers will tell you everything you need to know about your claim. The Personal Advisory team phone number can be found in your healthcare scheme handbook. 4 AXA PPP healthcare - Working Body

5 Frequently asked questions 1. Where do I have to go for my physiotherapy treatment? Our service is delivered by our approved provider through a national physiotherapy network which has been selected to deliver a high standard of quality care. With a comprehensive network of hospital based clinics, fitness and wellbeing sites as well as medical centres, you won t be far from treatment ensuring that your appointments can be kept convenient to work and home. 2. How will my physiotherapy treatment be booked? You can choose from the options below: a. After speaking with the Working Body team, we can transfer you directly to our physiotherapy partner to book your appointment. b. If you d prefer, we can arrange for our physiotherapy partner to call you back at a convenient time so you can book your appointment. c. You can simply let our Working Body team know the dates and times that are most convenient for you and our physiotherapy partner will endeavour to book your appointment at this time. We ll let you know when it s been booked. 3. Do I need to see my GP before calling you? No, with Working Body all you need to do is call the Working Body team on for an initial clinical consultation. They re also able to pre-authorise your treatment if needed. 4. What if I need further treatment or my condition worsens? There may be times when a condition is complex or your treatment plan needs to be revised. In these instances your physiotherapist, from the Working Body team will be there to support and guide you through the process, ensuring that you re completely comfortable with all of the recommendations for further treatment. 5. Can I get more advice if I m feeling worried? Yes absolutely - you can call the Working Body team even if you d just like some advice on a particular condition. If you d prefer you can also the team at MSK.Pathway@axa-icas.com with any questions, and even request for a physiotherapist to call you back. 6. Will calling the Working Body team affect my healthcare benefits or benefit limitations? No it won t - the call for your initial clinical consultation won t impact your benefit limitations. Only if treatment is required will your benefit limitations be impacted in the usual way, as detailed in your healthcare scheme handbook. 7. How will treatment affect my out-patient benefits? The phone call for your initial clinical consultation won t impact the number of physiotherapy sessions available, or the limit for any outpatient treatment shown in your handbook. However, if treatment is required then this will impact your overall number of physiotherapy sessions available and/or any limit for out-patient treatment each year, as shown in your healthcare scheme handbook. AXA PPP healthcare - Working Body 5

6 With you from prevention to recovery We re with you the whole way - from the first time you call us through to treatment and recovery. We ll help you look after your muscles, joints and bones, guide you to the treatment you need, and advise you on how you can help to prevent future occurrences. Working Body: a better solution for you P P P Speak to a physiotherapist No need to see your GP Start your recovery faster To use this service, just call our Working Body team on Monday to Friday, 8am - 6pm. PB54600a/10.15 Trust non-mand AXA PPP healthcare Administration Services Limited, Phillips House, Crescent Road, Tunbridge Wells, Kent TN1 2PL. Registered Office: 5 Old Broad Street, London EC2N 1AD, United Kingdom. Registered in England No AXA PPP healthcare We may record and/or monitor calls for quality assurance, training and as a record of our conversation.