Support services have become pretty much a hygiene factor within the UK protection industry, with the majority of providers now offering customers some form of additional service in the health and wellbeing area.
In recent years, technology solutions have grown in popularity, giving a whole host of advantages, such as reach, convenience, automation and scale. But while there is no doubt technology brings many benefits, we need to be aware of the limitations.
Clearly, with smartphones and tablets now being the automatic “go-to” place for most people, apps and portals provide clear information on what is available, and enable efficient access, such as booking a GP or physiotherapy appointment.
This is fine, provided the user knows what service they need. In our experience, many people with complex or long-term conditions do not know what would most help them, what is available or how to access it. When presented with a list of options, users tend to plump for the one they think most meets their needs, which is often just one they’ve heard of, but which may not necessarily be the best option for them.
As an example, an individual who recognises they are depressed may think a course of counselling would be helpful to them and select this from the range of services offered by their insurer. This may be fine. However, should the individual discuss their symptoms with a mental health professional, other support may be suggested, such as help to manage poor sleep, coping strategies or addressing the underlying issues, which may relate to physical health problems. While a course of structured therapy may also be required, a mental health professional is able to assess what therapy would be most beneficial – this may well be counselling, solution- focused therapy or CBT, but it might be that a more specific approach such as eye movement desensitisation therapy (EMDR), hypnotherapy, or life coaching would be more appropriate.
We should also remember the importance of the many online services which help people to manage their own wellbeing through regular interaction with excellent tools such as those for mental health, fitness, lifestyle and nutrition. But these tools can only go so far.
Technology solutions can be great to help individuals to stay well and hopefully also prevent the onset of serious ill health. But while a vast range of information and sophisticated algorithms provide excellent tailored advice, if things take a turn for the worse, their usefulness is limited.
At difficult times, humans like to speak to humans – emotional support and empathy is very important. Macmillan advocates talking things through with a trusted person. Their research shows the primary reason callers contacted them in 2019 was for emotional support, an increase of 20 per cent from the previous year and very likely this will be even higher this year.
The power of feeling listened to, non- judgementally and confidentially, is liberating and reassuring. It is an important element in the recovery from physical or mental health conditions, and can be a huge comfort at end of life, in bereavement and for other emotional difficulties. In our research, 83 per cent of patients said they valued having someone to speak to outside their family and friends, and 69 per cent valued being sure they were aware of everything available to them.
Only through empathetic conversation with a trusted health professional can the full picture of needs and solutions be assessed. Two patients with exactly the same diagnosis can have very different concerns and circumstances.
A comprehensive picture of needs enables identification of the most appropriate help available. There is a multitude of therapies that can be beneficial, but without professional help it is difficult to assess the most appropriate for each individual.
This may cover physical, practical or social needs, to meet the complex and multi-layered needs that are uncovered as people go through their recovery and/or come to terms with a new situation. It can also include other resources, including books, apps, local or national charities and support groups.
There is no doubt that technology is extremely valuable in the provision of health- related support and wellbeing services, enabling much wider usage. But without human interaction and emotional support technology solutions are left lacking.
