Making The Difference - Client Journey - Treating Back Pain

Tuesday 9th August 2022

We hear first hand from a valued customer that explains the treatment journey for lower back pain...

"I'd been suffering from lower back pain for a few months. I had been to see my GP in January and had been referred for physiotherapy. I had been waiting for months for a confirmed physiotherapy appointment. When I called, I was told they were a physiotherapist short and had a backlog, it would be September before they would get to me, bringing the wait time to a total of 9 months from seeing the GP.

The pain had increased so I thought I would bite the bullet and use my private medical insurance policy to diagnose and treat the problem. It was the best decision I could have made.

My health insurance comes with a "digital GP" app, so I went on to this and booked an online GP appointment for the next morning. The GP contacted me at the appointment time through video call and within 3 minutes had agreed to give me a referral to a back specialist. I received the official letter of referral by email 9 minutes after the call.

I immediately used my app to start a claim, using the referral letter from the GP. By 10am the next morning I had an authorisation for an initial consultation, an MRI scan if needed, and a follow up consultation post scan. I was able to book an appointment to see a private back specialist / surgeon at the nearest private hospital to me. The appointment was 2 days later!
I went to see the specialist, who I researched before my visit. I discovered that, not only did the surgeon work at the private hospital, but he was regarded as the most senior back surgeon in Yorkshire. He was also a specialist consultant/adviser for other surgeons who worked in the major hospitals across the county. Needless to say, I felt I was in safe hands!

The surgeon advised that I needed to have a MRI scan on my back as soon as possible and I was able to book one privately a week later in the same facility. When I had my MRI, I immediately went back to the specialist's office to book a consultation based on the results. The results were ready within 10 days.

I had my follow up consultation and was advised that I should have an injection in one/two of my facet joints in my lower spine. I got in touch with my insurer to get authorisation for the treatment. Admittedly I had to wait 20 minutes in a phone queue, but I did this on my commute from work to home so this was not too much trouble. It was worth the wait though as I spoke to a particularly helpful member of staff, who managed to get the authorisation over the phone. Better still, the cost of the treatment didn't come out of my £1000 outpatient limit! I booked the appointment and had the treatment the next week, with a cup of tea to boot!

The surgeon advised that I start physio 2 weeks after the injections, which was immediately authorised by my insurer. I have now begun these sessions and I think I will be able to have another 6 sessions before my £1000 limit is reached.

Most importantly, my back pain has completely gone. What I didn't appreciate at the time was how much pain I was having in my legs too as a result. All those pains have gone!

I will never be without private medical insurance now. It took less than a month to be diagnosed and treated to the point of follow up physiotherapy. It has meant an immediate boost to my quality of life and happiness as a result. The relief from pain is priceless, so the premium is worth every penny."