Critical Illness Care

Also worth knowing

• Who can access the service?

  • Employees claiming under a Group Critical Illness policy

  • The employee’s spouse/partner making a critical illness claim on the policy 

  • An immediate family caregiver providing care for the employee, spouse, partner or child. 

  This service is not available to anyone under the age of 18. 

   *These services are available for employees claiming under a Group Critical Illness policy, or  the employee’s spouse/partner making a critical illness claim on the policy or an immediate family caregiver providing care for the employee, spouse, partner, or child. These services cannot directly support anyone under the age of 18. 

• What types of conditions are supported?

  Healix nurses can support employees suffering from any critical condition other than Cancer from the point you submit a claim. This includes Heart attack, Stroke, Multiple Sclerosis and any other critical conditions other than Cancer, where we partner with Perci Health.

  These services are available for every employee making a critical illness claim or an eligible loved one* at no additional cost, whether the claim is accepted or not.

  
  * These services are available for employees claiming under a Group Critical Illness
  policy, or the employee’s spouse/partner making a critical illness claim on the policy,
  or an immediate family caregiver providing care for the employee, spouse, partner,
  or child. The services cannot directly support anyone under the age of 18.

• What if an employee is currently receiving support from Red Arc?

  Any employees who have opted in to the RedArc Personal Nurse Service and are currently receiving support will be able to continue accessing it in the same way, with no disruption to their care.

• Is the service confidential?

  Yes. The service is fully confidential. No personal clinical information is shared with the employer without the employee’s explicit consent.

• Can the Healix Health nurses support employees with their NHS, Private or Specialist appointments?

  Yes. While the nurse will not attend appointments with the employee, they can help them prepare in advance by explaining what to expect, helping them understand the purpose of the appointment and discussing any questions they may wish to raise with their consultant. This helps employees feel more confident and informed when attending appointments.

• Is there any cost to employees?

  No, the core 12-month service is included as part of the Group Critical Illness policy.

• Does Healix Health share employee medical records with other parties?

  Healix Health will ask employees if they wish to consent to data sharing between their GP and the Healix care team. Employees can also choose to send relevant medical documents directly to Healix themselves.

   

  Healix does not routinely share employee medical records with any other parties. All clinical information is treated as strictly confidential and used only to provide the personal nurse service.

   

  In certain cases, and only with the employee’s explicit consent, Healix may share relevant medical information where this will help support and coordinate their care. This could include sharing information with a treating provider, employer or occupational health team, or another service involved in their treatment. Any sharing of information will only take place when:

  ·       The employee has clearly given permission;

  ·       Only the minimum necessary information is shared; and

  ·       The information is used solely to support their treatment or the progression of their case

• How is the service delivered?

  Support is delivered remotely by experienced nurse specialists, primarily through scheduled video or telephone appointments, with the option to email their nurse between appointments. There is no separate digital platform or app; instead, employees can choose to communicate via video call, phone, or email, depending on their preferences.

• How long can employees access the service?

  Employees can access our Personal Nurse Service for up to 12 months from the point support begins, ensuring structured clinical guidance from the event or diagnosis, through treatment and beyond.

• What happens at the end of the 12 months?

  After 12 months, access to the Personal Nurse Service will end. Employees will continue to have access to their care plan and any educational content that's been shared with them throughout their care journey.

   

  Before the end of the 12-month period, their dedicated nurse specialist will bring their care to a natural end and signpost them out to other services for any ongoing support, including signposting into WeCare where appropriate.

• What if the employee doesn’t feel ready to access support at the time they submit their claim?

  They can change their mind any time within 12 months of submitting their claim. All they need to do is contact ciclaims@canadalife.co.uk when they are ready and the team will advise them on next steps.

• What if a critical illness claim is not paid?

  Our Personal Nurse Service is available whether the claim is accepted or not.

• Is this a replacement for NHS or Private care?

  No. The service works alongside NHS or private treatment and is designed to support treatment, not replace it.

• Our employees already have private medical insurance. Do they still need this support?

  Private medical insurance covers diagnosis and treatment, but it does not typically provide structured clinical guidance throughout recovery. Our Personal Nurse Service works alongside NHS or private treatment, offering dedicated nurse support, coordination of care and management of treatment impact to help employees navigate recovery with confidence.

• How do employees sign up for the service?

  They need to opt in to receive support from the service when completing Part B of the Personal Statement Form on our website as part of their claim submission.

   

  A member of the Healix Health nursing team will contact them within 2 working days of receiving the referral via an introductory phone call or email invitation to book their first appointment and discuss their condition, current health and start their care journey.

• Are there any exclusions to using this service?

  Yes, this service cannot directly support anyone under the age of 18. If the claim is for a child, it’s often more appropriate for the parent to receive support on their behalf as a family caregiver.

• When is support available, and what is the availability of appointments?

  Virtual appointments, including calls to the Nursing team, are available Monday to Friday between 9am and 5pm. Nurses aim to respond to emails within 24 hours. Appointments are usually available within three working days of booking, with follow‑up appointments typically offered within seven working days.

• How do the co-created personalised goals work?

  These are agreed and shared with the employee after their first appointment within one working day. They are then reviewed and updated at each appointment and shared with the employee within one working day.

• What type of support is available?

  Clinical, emotional and practical support from a specialist nurse, who acts as a sounding board for questions about their condition.

  They help them navigate the NHS so their care pathway is as smooth and efficient as possible, support with interpreting test results and medical reports, advice on managing side effects and symptoms, provide clear information on managing long-term conditions, so they feel better informed and in control, offer Mental health support and signposting to further help if needed.

  Their dedicated nurse can also advocate for them and speak to the clinicians (with their consent) involved in their care.

• Is Healix Health regulated?

  Healix Health is not regulated by the Care Quality Commission (CQC) as they don’t provide direct medical treatment.CQC regulation applies to organisations delivering clinical care, rather than to case management and clinical co‑ordination services such as those Healix provides.

  However, all members of the Healix Health clinical team are nurses registered with the Nursing and Midwifery Council (NMC). Each nurse holds a valid registration and meets all continuing professional development (CPD) requirements. This means the clinical advice and oversight they provide adheres to the professional standards expected within UK healthcare.