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Published: 24 Aug 2009

Our Back-Up service

  • It is estimated that four out of every five adults (80%) will experience back pain at some stage in their life(1).
  • Nearly 75% of GPs state back pain amongst the three most common conditions for which they write sick notes for absences of seven days or more(2).
  • It is estimated that 5 million working days are lost per year due to work-related musculoskeletal disorders which mainly affected the back(3).

The statistics speak for themselves - back pain is a problem that isn’t going to go away.

That’s why we have launched Back-Up, our expert-led, award winning support and rehabilitation service centred on managing back and neck pain - without the need to see a GP.

Healthier Solutions policyholders and members of Solutions schemes (2-249 employees) will have access to Back-Up if they have GP referred physiotherapy including on their policy. Back-Up has been available to our large corporate schemes since January 2009.

Early intervention - no need to see a GP first

By calling us as soon as a back or neck problem develops, and with no need to wait for a GP appointment first, our policyholders and members of company schemes can quickly gain access to help, advice and support - which means back pain doesn’t necessarily have to lead to time off work. The use of the service is subject to eligibility. If your client is eligible to use Back-Up our claims helpline will advise them when they call.

Rehabilitation support

Policyholders will be provided with practical and clinical information as well as advice and support to enable them to manage their back or neck pain. Where appropriate they will be referred for treatment such as physiotherapy to help them return to full health as soon as possible.If a policyholder has an excess on their policy, it does not apply to the Back-Up telephone and online service. If they are then referred for treatment their excess will apply in the normal way.

Dedicated case managementA dedicated clinical case manager will keep in contact throughout treatment to monitor progress and assess if further help is required or the employee is ready to be discharged.

Alternatively speak to your usual Aviva private medical insurance consultant.

(1) Palmer KT, Walsh K, et al. Back pain in Britain: comparison of two prevalence surveys at an interval of 10 years BMJ 2000;320:1577-1578.
(2) Aviva Health of the Nation 7
(3) HSE website - Back pain in the workplace, May 2007

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