Benenden Health App

You can download the Benenden Health App from the Apple App Store or Google Play. Simply open the relevant store on your mobile device, search "Benenden Health App" and click download.

As a Benenden Health member:
You can log in to the Benenden Health App using the same credentials as your My Benenden account. If you haven't registered for My Benenden before, you can create an account via the mobile app. Simply select "create a new account" on the login page.

As a Benenden Healthcare Lite user:
You’ll have to register before you can login. Once you’ve downloaded the app, hit “create account” on the login screen and follow the on-screen instructions. You need your reference number which can be found in your welcome email.

If you've forgotten or lost your password, you can reset it from within the mobile app. Navigate to the "Forgotten my password" button and follow the instructions. Your new password must contain a minimum of eight characters and at least one upper case letter and one special character or number. 

As a Benenden Health member:
If you've forgotten the email address that you used to register for your My Benenden account, please call us on 0300 304 5706 and one of our team will be able to help you.

As a Benenden Healthcare Lite user:
If you've forgotten the email address that you used to register for Benenden Healthcare Lite, please call us on 0300 304 5706 and one of our team will be able to help you.

If you've locked your account, please call us on 0800 414 8387 and one of our team will be able to help you. 

Our GPs can provide advice on a wide range of health and medical issues.

Unfortunately, they can't help with emergencies or urgent conditions as this may delay necessary treatment so you must not call if you require support in that respect. If you believe you need emergency support, please contact your local emergency service.

Please note, our GPs don't have access to your full medical records so any advice or treatment options given are based on information you provide during the consultation.
It's absolutely essential that you provide only honest, accurate and lawful information. If you choose to withhold relevant information from the GP it could affect care they're able to give and they may not be able to provide additional services to you, such as prescriptions, referral letters or fit notes.

If clinically appropriate, our GPs can prescribe some medications. Your prescription can either be collected from a local pharmacy or delivered directly to you the next working day.

These are private prescriptions and are not covered by your NHS entitlement. You’ll need to pay the cost of any prescription and delivery.

You should make sure you're somewhere private for your consultation. If you think providing images and/or relevant documents can help the GP to make a diagnosis, you can attach them directly when booking your consultation through the app. 

Once you've logged into the Benenden Health App, select 'GP Consultations' on the home screen and choose 'Book Appointment'.

You'll be asked to select whether you would like a video or telephone consultation, the date and time for your Appointment, the preferred gender of your GP, the reason for booking and finally asked to confirm your contact details.

You'll receive a confirmation message via your app and email when the booking has been successfully made. 

Once you've logged into the Benenden Health App, select 'GP Consultations' on the home screen and choose 'Book Appointment'.

You'll be asked to select whether you would like a video or telephone consultation, the date and time for your Appointment, the preferred gender of your GP, the reason for booking and finally asked to confirm your contact details.

You'll receive a confirmation message via your app and email when the booking has been successfully made.

If you need to cancel your existing GP appointment select 'GP Consultations' from the home screen, choose the appointment which you want to cancel, scroll through the appointment details and select "Cancel Appointment". 

If you weren’t able to book your appointment via the app, please call to book an appointment.

Call us on 0300 304 5706 and one of our team will be able to help you.

If you book your GP appointment via the Benenden Health App, you'll be given the choice of a male or female doctor for your consultation.

Unfortunately, we're unable to accommodate requests for specific GPs via the app. 

If you've booked a Telephone Consultation, the GP will call you on the number you provided when you made your booking. For a video consultation, you can join via a link that will be sent to your email address. You’ll also be able to join through a link in the Benenden Health App. If the GP has not yet joined the call, please wait in the lobby and the GP will join when they’re available.

Your GP will call you within 15 minutes of your appointment time.  If after this time you haven't received a call, please contact us. Please have your membership or reference number to hand. If you have call barring set up on your phone, we recommend you use an alternative telephone number as your service provider may block the GP's call.

Call us on 0800 414 8387 and one of our team will be able to help you.

Your GP will call you within 15 minutes of your appointment time and make three attempts to contact you. If after the third attempt they're unable to reach you, the appointment will be marked as completed. If you still need a GP appointment you’ll need to make another booking via the app.

If your call was disconnected halfway through your appointment, please call us on 0800 414 8387 and one of our team will be able to help you.

As a Benenden Health member:
Unfortunately, you can only make GP bookings for yourself via the Benenden Health App.

As a Benenden Healthcare Lite user:
Booking a GP appointment on behalf of another family member or a dependant is not available for Benenden Healthcare Lite users.

Notes from your consultation will be sent to you via email or available within the app, once the GP has completed them. To access consultation notes from within the app you'll need to enter your date of birth in the format DD/MM/YYYY.

The Wellbeing Hub is the home of our ‘wellness library’. This collection of health and wellbeing resources includes live and on-demand classes and much more to support your mental wellness, fitness and nutritional needs. From healthy recipes to exercise videos and live classes for every fitness level, from self-guided meditation to motivating podcasts, we’ve got it covered.

What’s included

Wellbeing: enjoy over 20 eLearning programmes covering sleep, nutrition, wellbeing and movement to support your mind, body and nutritional needs

Fitness: try out more than 15 exercise programmes and 200+ exercise videos to help you stay
fit and healthy

Nutrition: access to over 200 video recipes for you and your family to try out

Be Calm: browse through a selection of self-guided meditation sessions to feel relaxed, aligned and calm

Plus: access to a weekly programme of wellbeing classes that you can join live and on-demand with wellbeing experts, across a range of fitness, health and wellbeing topics
available to you

The available Wellbeing, Fitness, Nutrition and Be Calm content may change over time.

If you're struggling to connect to the Wellbeing Hub please call us on 0300 304 5706 and one of our team will be able to help you.

If your app continually crashes, please make sure you have at least iOS version 11 if you're using an Apple device or Android version 6 if you're using an Android device. Please also make sure you're running the latest version of the app. You can find any updates in the relevant app stores. If you continue to experience issues, call us on 0300 304 5706 and one of our team will be able to help you.

If you're struggling to connect to any of our other services via the app, please call us on 0300 304 5706 and one of our team will be able to help you.

Hopefully, everything will run smoothly but if you do want to complain about any aspect of your experience using the app, please call us on 0300 304 5706 and we'll be happy to take your feedback. 

Once you've logged into the Benenden Health App, you can click the Medical Diagnostics and Treatment button from the home screen to request services, if appropriate.

For Medical Diagnostics, you'll need a referral from a qualified NHS practitioner for a consultation and/or a test/scan. You'll need to tell us the NHS wait time you're currently facing and upload a copy of your medical report from your device. Please note that the referral will need to be dated within six months of you making the request.

For Medical Treatment, you'll need your CCSD code for the treatment you have been recommended by the consultant, the NHS wait time for the treatment and upload a copy of your medical report from your device.

We accept JPEG and PDF files up to 53MB. 

There's no limit to the number of documents you can upload, but you can only upload three documents simultaneously.

No, once you've submitted your request through the app, this can't be amended.

However, if you have any queries or would like to provide further information or submit another document, please call 0300 304 5700 to speak with our Member Services team.  

Please call our Member Services team on 0300 304 5700 to request to remove documents from your record.

No, we don't accept referrals from private GPs with the exception of members who have paid to use the private GP service at Benenden Hospital. 

We'll only authorise Physiotherapy, Medical Diagnostics or Medical Treatment assistance for one set of health concerns at any one time. 

If you need to request additional authorisation, please contact us on 0300 304 5700 to speak to one of our advisors who will be able to support you. 

Yes, if you've been referred for both a diagnostic consultation and test, you'll need to input both of your requests.

Please note that your medical documentation will need to reflect this. 

You can obtain this information from your qualified NHS practitioner or your local NHS trust. 

No, unfortunately we can't accept these documents as they don't specify your current medical concerns, symptoms or medical history. 

If you start typing in the test you've been referred for, if it doesn’t appear within our list, please select the option 'test not listed'. You'll then be able to continue with your benefit request.

We endeavour to process all requests within four working days, if you haven't heard back after this time frame, please check your timeline on the app for an update or contact us on 0300 304 5700 to discuss your outstanding request. 

Selecting the contact us button in the app will allow you to call us to speak to one of our team. Alternatively, you can call 0300 304 5700 to speak with our Member Services team directly.  

There are various reasons why you may not be able to access services. There'll be information on the app to guide and advise you on how to proceed.

This may be to contact us, our Loyalty Team or your HR department, as appropriate.

On receipt of your request we'll allocate you up to three of the nearest appropriate consultants who can best support you with your presenting concern.

Alternatively, if you're attending our Benenden Hospital in Kent, we'll triage your referral and allocate you an appointment with the most appropriate consultant to support with your presenting concern.

When contacting our patient appointment team to activate your referral at Benenden Hospital, you can at this point discuss with the team if you have a preference of clinician you'd like to see.

On receipt of your request we'll allocate you up to three of the nearest and most appropriate hospitals.

If you're within our calculation of a two hour drive time of Benenden Hospital in Kent, you'll be allocated an appointment at our Benenden Hospital facility.

You'll receive notifications on your mobile (if you have allowed for this within your device settings) and/or an email to advise when you request has been updated. You can also check the progress of your request in the app. 

Please obtain the CCSD code for the treatment you require from your clinician.  You'll also need to know your NHS wait time and have a copy of your consultant's report. 

Please call us on 0300 304 5700 to speak with our Member Services team directly, who will be able to guide you further.   

You are not currently able to make a request for physiotherapy benefits via the app.

Should you wish to request Physiotherapy services, please call on 0300 304 5700 to speak with our Member Services team directly. 

No, you can only request services for yourself on the app.

If another member wants to access services through the app, they'll need to create an account and sign into the app to make a request themselves. For members under the age of 16, you'll need to call to request services.

Please contact us on 0300 304 5700 to speak with our Member Services team directly, who will be able to guide you. 

We have a network of facilities providing members with access to Diagnostic consultations, tests and treatment services. This includes or own Benenden Hospital in Kent.

Members living within our calculation of a two hour drive time of Benenden Hospital will be required to attend Benenden Hospital for their Diagnostic and Treatment services, subject to availability of the required speciality. 

Find details of your nearest treatment facility 

We'll review your documentation and call you to discuss the most appropriate pathway for your medical condition.

This may be to authorise you to see an orthopaedic consultant directly or we may arrange an Orthopedic Care Triage telephone appointment with a Specialised Physiotherapist who will determine the best course of treatment or onward referral for you.

You'll either need to refer to your medical referral letter or consult your qualified NHS practitioner for this information. 

View the full list of our approved procedures

You can share our list of approved procedures with your clinician to see if they can advise which CCSD code would be appropriate.

Alternatively, please call us on 0300 304 5700 to speak with our Member Services team directly, who will be able to guide you further

Yes. To do this, you can go back into the drop down and select ' None' at the top and this will clear your selection. 

This could be due to the postcode. If the postcode is incorrect on the records or not recognised by our systems (such as living in a new-build property), we'll automatically direct you to Benenden Hospital.

If you don't wish to attend Benenden Hospital, please call us on 0300 304 5700 so we can look for a more appropriate facility for you.