Through this app you can;

• Submit and track any everyday medical expense claims you have at any time during the year
• Access your digital membership details which also contains your membership number and check your cover
• Edit/change your bank details to allow us to pay your claims directly into your bank account
• Access Digital GP services such as video consultations, order a prescription or order a home testing kit
• Access to your benefits such as Healthcoach, your 24/7 mental wellbeing support programme and Physioline

To manage your Privacy Settings, follow these steps:

1. Log in to the Member Area.
2. After logging in, click on the member icon (or your name) located in the top right corner, and then select "Settings."
3. Next, Click the "Privacy Settings" button to make any desired changes.

Once a claim is submitted a message is displayed on screen to notify you that your claim has been successfully submitted. Submitted claims on the app can be reviewed through the review claims screen.

If notifications are switched on in this app, you will be notified when your claim has been processed. You can review the status of your receipts using the ‘review claims screen’. The status will change as your claim is progressed. Your claim will show as either ‘submitted’ ‘processing or ‘complete’. Claims that have a status of processing are actively being reviewed by a team member. Claims with a status of complete have finished processing and any monies due have been submitted to the bank for payment.

At present only the main policy holder can submit claims on behalf of other members on that policy. You can only submit claims using the policy holder’s username and password.

Make sure your picture is focused and clear and that the required information is included such as;

• Patient name
• Provider details
• Amount paid and date on the receipt
• Treatment type 
• Where the treatment took place

Please note that it is necessary to submit a receipt which is stamped by the practitioners or on their headed paper.

A GP is a doctor; receipts which fall under this are for regular GP visits.

A consultant is experienced in a designated specialist area e.g Cardiologist, Endocrinologist, Gastroenterologist etc.

Yes, simply click the ‘am I covered’ button and you will be brought to a webpage split into everyday expenses, view all benefit and having a procedure. To check your cover for procedures you need to enter the treatment centre, the person carrying out the treatment and the admission date of the treatment.

Here is a list of all our providers who work outside regular hours. 

• Caredoc
• Shannon Doc
• NowDoc Donegal
• West Doc
• DDOC North Dublin
• Mid Doc
• East Doc
• Dub Doc
• DL Doc
• KDoc Ltd
• Luke Doc
• TLC Doctors on call

For A&E (Casualty) you need to search for a hospital name e.g Cork University Hospital. For all other treatment types, you should search for the person who treated you.

Dental (Routine)

We cover a general check-up, scale/polish, routine fillings, and extractions.

Optical

We cover glasses, contact lenses, examinations, tests, repair of glasses, visual field test etc.

Radiologist

X-ray, Ultrasound, Dexa, Mammogram, MRI etc in a participating Hospital or outpatient centre (and then I would put a link to where the member would find that on the website for their level of cover)

“What if I can’t find my treatment type?”

• There is also a list called ‘Other’ which includes the following types of treatment
• Adult counselling
• Appliances
• Cancer screening
• Child Counselling
• Dean Clinic Consultations
• Dietician
• Emergency Dental
• Executive Health Check
• Eyebrow Tattooing
• Hearing Test
• Home test kit
• Hospital excess
• Manual Lymph Draining
• Medical Certs
• Occupational Therapy
• Orthoptist
•  Overseas receipts
• Pathology
• Speech & Language
• Sports Screening
• Travel Vaccinations
• Vacuum Therapy
• Anything else not listed in the treatment type of the app falls under ‘other’

Sickness does not always strike at the most convenient time. We provide Digital GP services (CareOnCall). As a laya healthcare member you can help keep you and your family healthy 24/7 from the comfort of your own home.

We offer online GP consultations seven days a week, a home prescription service, home testing kits and unlimited phone access to GPs, nurses and physios.

Digital GP services can help with medical non-emergencies where a physical examination is not required.

Absolutely, if the GP deems it medically appropriate. We aim to have your prescription with you within three days however this may vary depending on the postal service in your area. In a situation where you need medication sooner (e.g. you need to start a pill today), the prescription can be faxed to your pharmacy of choice.

All laya healthcare members can register for CareOnCall and get great advice from GPline, Nurseline and Physioline free of charge. All schemes offer a 20% discount for GPlive (online video consultations) and the Prescription Service, while some schemes offer a specific number of free consultations. CareOnCall services are provided in accordance with your scheme rules and table of benefits, which you can find on Member Area on layahealthcare.ie or by calling us on 021 202 2000.

• GPlive consultations – between €22.40 - €28.00, at weekends this increases to €48 including the member discount. 
• Prescription Service – up to €20 (Note a €10 charge applies to lost scripts)

All CareOnCall GPs are registered with the Irish Medical Council, based in Ireland, and have extensive professional experience.

This service is only available to people physically located in the Republic of Ireland.

GPlive is an online video consultation service which allows you to speak face to face with a GP working in Ireland through your phone, tablet, laptop or desktop.

To book an appointment 

• Simply download the laya Member app or register on careoncall.ie
• Select GPlive
• Select who the consultation is for, then follow the directions until you are prompted to select a date and time that suits

You can speak to a GP or Nurse 24/7 through our GPline and Nurseline. GPlive consultations are available:
• 8am to 10pm Monday to Friday;
• 10am-6pm Saturday and Sunday

Absolutely, if the doctor deems it medically appropriate.

Not at the present time.

A standard GPlive digital consultation lasts approximately 10 minutes.

Absolutely, if the doctor deems it medically appropriate. We encourage all our members to contact laya healthcare in advance of any scans to check the level of cover on their scheme or to log onto their personalised member area to check their level of cover.

CareOnCall is provided by Webdoctor, an approved service provider, Webdoctor have no access to your member benefits. Cover for any procures are provided in accordance with your scheme rules and table of benefits, which you can find on Member Area on layahealthcare.ie or by calling laya directly on 021 202 2000.

If you wish to change who or where you have been referred to you can do so. Just log into careoncall.ie, go to ‘My treatments’ and select ‘Ask a question’. The GP will respond within 24 hours.

Yes of course. If you wish to cancel your appointment please call 01 531 0742 or email info@careoncall.ie as soon as possible. You will still be charged for your appointment.

You can simply book another consultation through the Laya member app or careoncall.ie. You will be charged for your appointment if you give less than 24 hours' notice.

If your child is under 17 years of ages you need to be present for the GPlive consultation.

Currently you can only make one appointment at a time. If you wish to have an earlier appointment please contact 01 531 0742 or email info@careoncall.ie to cancel the original appointment and you will be free to book a new one at an earlier time.

Laya healthcare members can use the prescription service to order from a select list of repeat prescriptions.

Absolutely just like a traditional doctor's prescription.

We aim to have your prescription with you within three days however this may vary depending on the postal service in your area. In a situation where you need medication sooner (e.g. you need to start a pill today), the prescription can be faxed to your pharmacy of choice.

All laya healthcare schemes offer members a 20% discount for the Prescription service, while some schemes offer a specific number of free consultations which you can use towards a prescription. Prescriptions usually cost €20 (inc discount). CareOnCall services are provided in accordance with your scheme rules and table of benefits, which you can find on Member Area on layahealthcare.ie or by calling us on 021 202 2000.

There is normally a minimum €10 fee to reissue lost prescriptions. There are a number of options available if you lose your prescription. Contact CareOnCall on 01 531 0742 or email info@careoncall.ie.

If the medicine you are looking for is not under the list of treatments in the Prescription Services, you can book a GPLive digital consultation. Please note, any prescribing is at the GPs discretion and our GPs do not prescribe controlled medication. Details are provided in a screening before you book an appointment.

If you have any issues or non-medical questions regarding your home test kit, please contact the CareOnCall support team at info@careoncall.ie with your query.

If you have any medical questions regarding your home test kit, please contact the team using the secure in app messaging using the following steps:

• Login to your account via the CareOnCall website (www.careoncall.ie)or the laya member app.
• You should see a list of your previous treatments (select ‘My CareOnCall’, then ‘My Treatments’ from top menu),
• Select the specific home health test to access messages and notes related to that treatment.
• Click the “Send Message” button under the last message and send your query to the team.

Our home test kits are sent in a plain white package with no branding. It is marked private and confidential.

We use An Post. You can expect your home test kit to arrive within 3-5 business days once you’ve received your shipping confirmation email notification. This will be shared with you through your secure private messages on our website or app.

Immediately following your consultation, if you have a question about your treatment, just log into careoncall.ie, go to ‘My treatments’ and select ‘Ask a question’.  In some cases, you may be asked to book another consultation with the same GP to discuss your queries further as messaging is not always suitable for this.

No. All of our home tests kits are sent with a pre-stamped pre-addressed parcel box which will let you post your samples to our laboratory free of charge.

Once you have posted your samples, you can expect results within 5-7 business days once the laboratory has received your sample.

Your results will be reviewed by our doctors and then shared with you via your secure private messages. You will receive an email notification when your results have been shared with you.

The price of each home test is shown before you buy it. Your specific scheme benefit, if any, may be subject to scheme excess and can be reviewed in the laya healthcare Member Area on layahealthcare.ie.

Cancellations for health tests are accepted provided the unused and unopened Home Test Kit (including packaging box) is returned to us. €15 is deducted from the refund to cover the cost of the kit, which must be destroyed and cannot be reused and to cover our postage costs.

If you have any medical questions regarding your home test kit, please contact the team using the secure in app messaging using the following steps:

• Login to your account via the CareOnCall website (www.careoncall.ie) or through the laya member app.
• You should see a list of your previous treatments (select ‘My CareOnCall’, then ‘My Treatments’ from top menu),
• Select the specific home health test to access messages and notes related to that treatment.
• All documents shared with you can be downloaded.
• Select a documents name to download.

There are some conditions that your physiotherapist may not be able to manage over the phone, in this situation they may refer you for a video appointment or for face-face physiotherapy for a more thorough examination.

Your results will be reviewed by our doctors and then shared with you via your secure private messages. You will receive an email notification when your results have been shared with you.

• Login to your account via the CareOnCall website (www.careoncall.ie) or through the laya member app.
• You should see a list of your previous treatments (select ‘My CareOnCall’, then ‘My Treatments’ from top menu),
• Select the specific home health test to access messages and notes related to that treatment.
• All documents shared with you can be downloaded.
• Select a documents name to download.

In most cases, a phone appointment with a physiotherapist should be able to help you with your injury. If there is not an improvement after following the advice of your phone appointment, the physiotherapist will be able to direct you to the most appropriate next management step, to help with your rehabilitation.

There are some conditions that your physiotherapist may not be able to manage over the phone, in this situation they may refer you for a video appointment or for face-face physiotherapy for a more thorough examination

If you have had a scan, medical appointment, or surgery recently any information or results from these would be useful for the physiotherapist to have.  

The need for a scan will depend on your symptoms, your physiotherapist will be able to advise you on this based on the information that you provide during the call.

For the majority of patients, you will receive some advice and education from the physiotherapist around your condition. The physiotherapist will then follow up with another call to help monitor your progress and progress or adjust your management plan as appropriate. For some patients with more complex issues your physiotherapist may recommend referring you onto a physiotherapist for a video or face-face appointment, to your GP or onto the hospital if necessary. Your physiotherapist will provide you with advice on the best pathway for this.

Most patients will receive an initial call with the physiotherapist and one follow up call in an agreed timeframe. If your issue is not resolved or improving after the second call, the physiotherapist may refer you on for further assessment with another physiotherapist or member of the medical team. In some instances, only an initial call is required.

In the vast majority of cases you will be issued with prescription exercises which will include video’s and descriptions of the exercises as well as the amount to complete each day to best help you complete your rehabilitation 

This will vary depending on your condition, but your physiotherapist will be able to provide you with an expected time frame based on the information that you provide in the call.

For our iOS app https://apps.apple.com/cy/app/member-app-by-laya-healthcare/id961617481 you'll need an iPhone, iPod touch or iPad running iOS 12 or later.

CareOnCall provides a complete offering to Android users, from Android 8 or later. You can access services via our dedicated Android App in the Play Store delivered via https://play.google.com/store/apps/details?id=com.feedhenry.fhLaya or using the Chrome Browser by visiting careoncall.ie. Please ensure you are running the latest version of Android OS and Browser.

Yes, as of August 6^th 2020, you will now use your laya healthcare member account to log into CareOnCall on web and on the laya member app for iOS & Android.

The existing dedicated CareOnCall apps for iOS & Android will use your old CareOnCall details for a limited time. Members should update their laya member app as soon as possible.

Please note that your CareOnCall account is still a separate account to your laya healthcare member account to ensure only you and your GPs can access your medical records. To make CareOnCall as easy as possible to use, if your family are covered on your laya healthcare policy, all members under the age of 17 will transfer over automatically.

At the login screen, under login requirements select ‘Forgot your password?’, enter your email address and follow the instructions. If you are still having difficulties in resetting your password please contact us on 021 202 2000 or email info@layahealthcare.ie.

Your email address on CareOnCall can be updated by editing your account details on layahealthcare.ie and logging back into CareOnCall. You can do this through your Member Area or by calling us on calling us on 021 202 2000 

If your family are covered on your laya healthcare policy and you are the main member, all members under the age of 17 will automatically be added. If you wish to add a new dependent this can be done simply through the iOS & Android app when booking a Video Consulation or at careoncall.ie under ‘My family’.

You can use your free consultations for either a GPlive video consultation or to avail of the Prescription Service.

If you wish to remove a member from your CareOnCall account just contact 01 531 0742 or email info@careoncall.ie.

If you have issues registering, there are two possible reasons. First if you are an existing Webdoctor Patient, you must request Webdoctor to move your clinical notes and account to the CareOnCall platform, our GPs need to see one Patient Record for safety reasons. The other reason is that we could be having difficulties getting your CareOnCall benefit details from laya. In both cases, unless the Error message tells you otherwise, please email info@careoncall.ie. and we’ll look after it for you.

Permissions allow other adult dependents on your laya healthcare policy to book/review GPlive video consultations for children (under 17 years) also on your laya healthcare policy. If you have already granted permissions to another adult on your health insurance policy, then this permission will automatically transfer over, making the process easier for you. Note permission can only be granted by the policy holder. You can approve or remove permissions on your CareOnCall account at any time. Log on to careoncall.ie, select ‘My CareOnCall’ then select ‘Grant Permissions’.

This can also be done on the iOS & Android app by selecting ‘Approve Permissions’ under the ‘Digital Health’ section of the menu.

All of your information can be found within your account under ‘My treatments’. We use strong encryption and best practice industry standards to ensure the confidentiality of your data. No private health information is stored on your laptop or app. It is stored on secure servers and all access to your data is protected by your email address and password. Only your GP and the practice management team at CareOnCall can access your information. All access is audited.

No, you have the same level of patient-doctor confidentiality as a face-to-face consultation.

All communication is encrypted and your clinical notes are accessible only to you and the Irish Medical Council-registered CareOnCall GPs managing your care.

The system has an automatic log-out function. No records are automatically stored on the device itself, so your data is protected.

You can access CareOnCall phone services via the following numbers:

• GP line - 021 202 2860
• Nurse line - 021 202 2861
• Physio line - 021 202 2862
• Laya Customer care - 021 202 2000

Please contact us on info@careoncall.ie or call us on 01 531 0742 during office hours and we'll do our best to help you.

Call the 24/7 Mental Wellbeing Support Programme phone number. Contact details can be found on the home screen of this app. 

You will receive immediate advice and support from a fully qualified and experienced psychotherapist, who is based in Ireland.

You can call this number as often as you like, 24 hours a day, 365 days a year.

If you're referred for face-to-face counselling, the counsellor will be in touch within 48 hours and will offer an initial appointment within 5 working days. Appointments will be set at a time that suits you.

Depending on your needs, you can be referred to an expert from a variety of fields, including financial and tax advisors, legal professionals, career counsellors and more.

All of the counsellors available through the programme have a minimum qualification of a diploma in counselling and/or psychotherapy, have at least two years post-qualification experience and are fully accredited members of the relevant governing bodies such as IACP, APCP, IAHIP.

Yes. Your 24/7 Mental Wellbeing Support Programme is completely confidential.

In-the-moment support for any issue you're facing - available 24/7

• Referral for face-to-face support:
• Counselling Services
• Legal Services
• Financial Services & Consumer Advice
• Mediation Services
• Career Guidance