We spoke with Jane Walker, Provider Relationship Manager at Benenden.
About Benenden Health
Benenden was founded in 1905 with the purpose of people joining together to help pay for medical care for when they might need it. The organisation still exists for the sole benefit of its members and remains a not-for-profit society.
Today Benenden has over 800,000 members, and they aim for many more. Their vision is to be the UK’s leading healthcare community, making life better for all their members and wider society by taking the strain off the NHS.
A long and healthy relationship
Benenden and HealthHero have enjoyed a long and healthy relationship dating back to 2008. Since then, HealthHero has been providing a 24/7 GP service helping Benenden accomplish their mission of simple, smart and affordable healthcare to help their members when they are experiencing delays on the NHS.
In collaboration with HealthHero, Benenden provides its members with easy access to GP consultations. The GP 24/7 service aims to provide the support and advice of a GP practice with the convenience of a phone call.
Benenden members’ satisfaction tracker from Q1 and Q2 2019
Respondents to the Benenden survey in Q1 and Q2 2019 who used the 24/7 GP advice line were very satisfied with the service. 82% were promoters when asked how satisfied they were with their experience, giving a mean score of 8.98 and an NPS score of +73 for this metric.
This is very similar to scores in the previous report for Q3 and Q4 2018.
They have highlighted:
- The ease of contacting the advice line and booking appointments
- Being called back on, or before, the stated time
- The whole appointment experience
- Providing members with reassurance and concrete next steps.
Benenden members value the HealthHero service
The partnership between Benenden and HealthHero shows how an added value service can have a great impact on client satisfaction and how can enrich any client’s offer.
As stated by Jane Walker, Provider Relationship Manager, Benenden members satisfaction with the service is consistently high while the number of complaints is low.
When asked, Benenden members described the HealthHero service as “peace of mind”, highlighted the “quick access to advice from a GP” and the “reassurance from a GP”.
“HealthHero has been a reliable and valued partner over a long period providing a high-quality service to members.”
Jane Walker, Provider Relationship Manager
The future of technology
Service enhancements and new products are at the forefront of our minds. HealthHero and Benenden have been working together for a long time and the opportunities to evolve our propositions together are clear.
“We see a lot of product development opportunities with HealthHero including making low-cost healthcare available to a wider group of people. We’re keen to use technology to further enhance and improve access to the service in future.” Jane Walker, Provider Relationship Manager