OMG! What a nice surprise. Having tried a few times previously to use the previous GP service and been left completely frustrated, this new service from Vitality is a breath of fresh air. Improvements are too many to mention but those that really helped me were 1. An intuitive interface to allow the user to describe why they are calling 2. The ability to add photos for the GP to see 3. A booking system that actually works rather than the old one which didn’t. It provided me with a time for the next available appointment which was literally 10am the following morning. Not bad considering I was booking at 11pm at night. Well done Vitality, you got this one spot on. Really pleased and would throughly recommend.

I tried to start a claim online but it turned out I needed to be referred by a GP, it was not good enough for the consultant to say that I needed treatment.Since my NHS GP was unable to offer an appointment before mid April, I wanted to see one of you GP’s, but the online information says they cannot refer, it felt like a catch 22 situation.I was fortunate enough to speak to Sacha on the phone yesterday afternoon having waited a considerable amount of time and she was able to tell me that the statement was confusing or misleading, not sure which. Sacha was amazing, reassuring and very kind, but your information is none of these things.Your online how to make a claim information needs looking at, it says that your GP’s cannot refer nor order tests, yet I am now being referred to a consultant and will get the x ray. Your staff are lovely, your systems are crap and very unfriendly. I resorted to google to find the information pages I needed and the phone number that allowed me to speak to Sacha.Vitality is a horrible system , your staff are lovely. Perhaps you could try out the systems on ordinary people to improve them.

I’ve had the service a couple of months and used it twice so far. Both times were pleasant experiences. I first spoke to a GP who referred me to get private treatment with a podiatrist which is ongoing. The 2nd time I spoke to a GP which was just now was also great. She explained what she thought the issue was in detail providing a drawing to support her diagnosis, I believe the diagnosis was correct.She also then helped to provide hard to find information regarding what’s supported my local surgery and the best way to go about getting treatment through the NHS which will be needed for my brother as he does not have private healthcare.Additionally both appointments were booked on the day. The first was booked for 8pm and the 2nd which I just had was booked for 9:45, 50 minutes after I opened the app (I selected choose next available appointment)This doesn’t affect functionality but neither of the issues I’ve had come under the list of conditions therefore I’ve selected “ask other question”. I’d assume this would be as they’re not common issues (veruccas and chest pain)

This service is a joke. At least they have improved from not having appointments at all to have them in 2 days 🧐When I called them to check why there were no appointments the answer was that this is how things are and that’s it 🤣I had to escalate this complaint in Vitality and in my company but they won’t improve the service up to a reasonable standard.There are better services than this one, Vitality is literally the worse health insurance in the UK by far. Please encourage your company to move away from this company that are the first in the line to get the money but when they need to offer the service they leave you in the dark.