Medibank offers COVID-19 customer support package

Health fund pulls together raft of services to create COVID-19-specific support package and boosts telehealth offering

Medibank has brought together a broad range of health services to develop COVID-19 Health Assist, a program of customised health and wellbeing support for customers throughout the pandemic.

The program will be offered to all Medibank and ahm customers. Medibank senior executive, brand and marketing, Fiona Le Brocq, said the fund mobilised a cross-functional customer communications team as the crisis started to unfold to develop appropriate ways to respond. It tapped into existing customer panel research and frontline feedback to properly understand customer concerns. 

“We identified the need to provide personalised support and advice to our members at a very confusing and stressful time. We reviewed existing programs to see what we could pivot or accelerate, or even stop if we deemed it was no longer relevant,” said Le Brocq.

Medibank started with direct member communications and created a COVID-19 landing page with key information.

"We kept this very simple and straightforward as our members told us they were feeling overwhelmed with information," Le Brocq continued. Next it accelerated the existing Health Concierge program, which provides assistance to our members going to hospital, to create COVID-19 Health Assist to provide advice and guidance for COVID-19 related issues. 

The health fund said its highest level of support will go to customers most at risk, members aged over 70, those living with chronic health conditions or who have recently been to hospital, as well as customers diagnosed or recovering from COVID-19.

A team of health professionals from Medibank will proactively reach out to these more vulnerable customers to offer a review of their physical, mental and social needs. From there, these teams will customise an individual support package for the customer that draws upon our range of clinical services, practical help and other health and wellbeing expertise.

Clinical services may include hospital in the home services, medication advice and home support, while customers recovering from COVID-19 will have access to home-based respiratory rehabilitation where clinically appropriate. 

The fund also says it’s in discussions with other public and private groups about offering key elements of this program to more Australians.

In addition, Medibank said it’s ramping up access to telehealth throughout the coronavirus pandemic so customers with extras cover can now claim for these consultations, such as physiotherapy, dietetics, podiatry and speech therapy, delivered by phone or video.

Le Brocq said the Medibank culture is deeply purpose-driven and that comes to the fore in this kind of situation.

“When we encounter a major health crisis, such as COVID-19, the whole organisation feels prepared and able to respond quickly, to help deliver relevant support to our customers,” she said.

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