HealthHero

Firstly I had great difficulty booking an appointment, I kept being told the appointment had expired. I eventually phoned the head office & they gave me an appointment. However, when the GP (?) phoned, they had ZERO info as to what the call was about, none of my medical records/conditions/medications (despite the fact this is all stored in my account). So... I l tried to explain my rare health conditions, the medication I'm on, etc, and the reason I needed urgent medical help. He then told me that each Health Hero appointment is for 12 minutes maximum - it probably took me 11 minutes to inform him of a tiny amount of my health history :-( Next, he decided the symptoms I was experiencing were due to high blood pressure - this did not make any sense at all, & proved he didn't understand my health conditions. Not exactly confidence inspiring. He was fairly rude and kept trying to interrupt. I appreciate his 12 mins was running out fast:-( How can you possibly use this company when that's all they offer, it was pretty dangerous, only he wouldn't have realised that. A few mins later another doctor phoned, oblivious to the fact I'd just spoken to his colleague. I thought I'd see what his verdict was, so played it along. Again a lot of interrupting and reminders that appointments are only for 12mins. He said I just had a flare up of my medical conditions and it was improving so I'd be fine. Not impressed. Wouldn't mind so much if it was free of charge but it's included in my health insurance, so I feel a bit conned unfortunately.

Awful! Avoid at all cost!! There is a reason the trust pilot review is as low as it is. Dr didn’t join the video link then said the dr had called 3 times also didn’t happen and then refuse refund as they have no policies or procedures in place for that!!

I booked an appointment through my Benenden membership, an easy procedure. I needed blood pressure advice as I have hypertension. The doctor rang me spot on the appointment time. She listened, asked relevant questions and gave clear advice. Very helpful, reassuring and easy to understand. I could not have asked for more.

Unsatisfactory customer service - The booking process was mishandled twice, and when I contacted them to express my concerns, the call was abruptly ended. Additionally, my experience with the doctor was subpar; they were tardy, seemed eager to end the call quickly, and lacked attentiveness. The service, which used to be good a few months ago, has unfortunately declined for unknown reasons.

Absolutely fantastic. Registration was easy and had an appointment within two hours. Doctor listened well, gave good advice and was very thorough. Issued me with a short prescription to tide me over until I could visit my own GP.

Very frustrating experience dealing with HealthHero when accessing the service through VHI. Lots of back and forth and miscommunications which ended in them being unable to provide the services they are supposed to provide, inefficient to the point of being not fit for purpose, don't waste your time and just pay for a professional service instead.

If I could score less than 1 I would!!! Awful service! Not recommended!

Awful! Have used this service for over 3 years (via Benenden). Recent communication with doctors have been awful. Very rude and dismissive. They have now stated that they do not prescribe for children (although have been doing so for years?). Would expect better quality as it’s a service that is being paid for. It has pushed me to cancel my health insurance.

I accessed this service via Benenden. It was a very smooth process which was front ended by the team at Benenden (strongly recommend them!). Phone call was on time, had a sensible conversation with a UK based GP who was able to provide me with a repeat prescription which seemed impossible to organise via my GP practice. A pleasant and professional service.

I am a VHI customer an needed to use the online doctor service as I am sick. My situation is time sensitive as I am due to take a long haul flight this week. I was left waiting for the doctor for about 15 mins after which I received a call cancelling my appointment due to technical difficulties. I was offered an appointment for the next day Sunday, which is of no use as my pharmacy is closed on Sunday. This company are a complete waste of time, treating medical care as a commodity, I may as well be looking for a pincture repair. I will never use this service again an I am seriously considering changing my health care insurance as a result of my experience. My advice is to keep well clear of Health Hero.

Perfect for out of hours use for someone who has a full time job and can’t get an appointment at the doctors. Absolutely blown away with the efficiency and level of care provided just via a phone consultation. Communication with the doctors is great, and it really feels as though you are being supported well. Probably the best phone consultation I have had with a doctor. Very impressed, perhaps they have changed since all the 1* that are on here, as I couldn’t fault my experience.

Absolutely terrible service. When / IF you get a doctor to get through to you via the chosen / agreed channel its OK. On the three occasions I've tried this service its worked once. IF you're a company considering signing up to this as a benefit for your employees, don't bother even trying to tick the box with it unless you want the statement to your team be something like we literally don't care.

I had a consultation with a HealthHero GP on 7 July. My appointment took place within a few hours of my booking. The GP was wonderful, she was extremely kind and very thorough. I wanted a referral for physiotherapy, the referral came via email almost as soon as the consultation ended. Thanks very much for a great service.

Probably the most shambolic and poor patient experience I have ever had. Rude, no sympathy and little interest as opposed how they were going to be paid. I complained directly to the CEO, Ranjan... He was probably the most arrogant self centered individual I have ever had the misfortune to converse with. THIS BUSINESS NEEDS A HEALTH WARNING. I will be taking my complaints directly to the CQC as there is no way the should be allowed to advise anyone....

With evidence and my solicitor backing me my experience and my disabled sons was not right lets say. I want relevant people with my consent to know. These Drs think some of them that they are not held accountable. However when they encounter the customer that wont accept that they feel they can and through proof of their own confirmation that the customers rights and there's for customer doesnt matter. This is an organisation warned about history of customer difficulties still allowed their Drs to behave the way they orginally did. This is not excusable and apology alone will not cut it at the expense of the customer family concerned. They are not health hereos what they make out to be. They still haven't officially appologised anyway and I said with proof they are taking their jolly time even bothering to fully get back to me. They should never be allowed to hold anyone like that wrong is wrong right is right. At the end of the day. They lied about me using a service and it didnt deliver. They also affected me my son personally with what they did it's all logged. What they did was agreed by someone else from their own Drs in the end. Who allows someone's family to be treated like that. They are not the law. They did not respect my communication issues regarding my son. I had to suffer the back lash of that with him. All logged to. Its so appalling that the ceo of insurer had to refund me in the end. Broker says they should have done more. I have it all in black and white. End of the day again it is my family remain directly affected How dare they!!! They deserve somthing like this to happen to them to see what it's like then that would be fair in ways along with written apology and compensation. Definitely health zero and from what I have read from everyone else here to. Watch out they cannot be trusted I'm not alone others comments to. I to date have not had the matter sorted to any minute remedial satisfaction that includes freedom sadly not paying me back inspite the director saying that I would be refunded to inception. Anyone can understand why one would not be happy with that. They actually owe me money since June and I haven't been paid regardless. Honestly it does make one wonder what moral emphasis even do these companies operate on.

Symbio app is impossible to use. The help desk says I am on the system but when I try and log on it won’t allow me to use my password or to reset one. Looking at the other comments this organisation clearly has some serious issues.

This is the third time I’ve used the service and had women doctors that were rude, self opinionated and didn’t understand what I was asking them for. I asked quite a young doctor that I needed a gynaecology appointment and she wanted all the details. So I said, well I don’t want to talk to you about it. I want to talk to the gynaecologist about it otherwise why am asking for a referral? Then I said I’m post menopausal which means that my question is not the menopause. It’s something completely different and it’s not just one question. I have a few questions to the gynaecologist and I don’t need to talk to you about it and she persisted going on about referring me to endocrinology, and I said no, I don’t want to go to endocrinology. I want to go to the gynaecologist who I know and trust - now you’re starting to really annoy me. So I’m using this service as the GPS are busy - and as I pay for it - it’s not free. I Expect a better service than this - I don’t get a salary so this is very important to me to have reliable service that doesn’t stress me out. So if you’re not going to do it I’ll take my business elsewhere. I’ll tell the service that you upset me By making a simple referral really complicated and over labouring a point - due to her arrogance and unwillingness to listen She did not follow duty of care and do no harm. Then I told her that she should know better as a doctor to carry on labouring a point when it wasn’t the answer to the question. If she had any training at all, she would’ve picked up that I’m also spectrum Neurodivergent and would’ve stopped but she didn’t. So when I said to her I need to stop now and go because this is not working for me - she kept making excuses and I said no, just stop talking. I certainly won’t be recommending this company anymore via bhsf. I shall leave because I think you’re appalling as a doctor. The Reason that I know that’s not how they’re supposed to deal with patients because I’ve worked in the NHS setting up independent treatment centres and they do not grill their patients and upset them - then carry on upsetting them when they can see that they’re clearly distressed. So I told her you need to do some well being and communication training on how not to upset your patients.

Saw a really helpful doctor via my Benenden health app. I haven't been able to get a GP appointment and I have a severe cough. She was able to prescribe me some antibiotics so will hopefully be on the mend soon.

Very poor service - I would give ZERO, but can only give 1 star. Unintelligible conversation with someone who proved that she didn't give a damn about a life-threatening situation. My wife and I had trouble understanding the doctor's accent. We were unable to explain the symptoms as the doctor was arrogant, opinionated and talked down at us, wanting to big up her experience and 'expertise' rather than responding to the facts of the case. The appointment was supposedly very precise at 11:12 today! That was the only thing she got right! The advice that was given (when cross-referenced) was fatally flawed. I would not use this service again - NHS111 is far better and free! We are hugely disappointed and looking for a better, more professional solution.

No good at all. You don't get a video call even if you ask and the doctors are dismissive and seem inexperienced. If you are ill or need medical help, these are not the people to phone.