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There’s no doubt the market is evolving and how people access healthcare is changing. With the NHS experiencing greater demand and wait times continuing to increase, our members need our help and support in accessing the right care at the right time. Digital technology plays a pivotal role in this, and innovation can help transform patients’ healthcare journeys. At AXA Health, we’re embracing this innovation through care pathways for a broad range of healthcare needs.
Great tech-spectations
Member expectations are higher than ever when it comes to providing digital services and support online, 24/7. Digital solutions can play an increasingly important role in delivering great, fast access to healthcare.
So, how does this look from a service point of view? Here are some examples:
AXA Doctor at Hand
A 24/7 online appointment service, available wherever and whenever members need it. Book appointments with GPs or advanced clinical practitioners at the touch of a button. Book online or using the app for advice, prescriptions1, and specialist referrals.
Mental health support for children and young people
We’re able to offer an initial clinical consultation, to gain an understanding of their needs and help them to get the right kind of support or treatment. For children and young people who need therapy, we’re getting them to their first appointment within just 4 days.2
Our provider, Onebright, has a network of over 2,500 experienced clinicians, including psychiatrists and CBT (cognitive behavioural therapy) practitioners and psychotherapists.
Online outpatient services
With our online outpatient services, provided by HBSUK, we can give our members access to the right specialist quickly.
Members who use the service wait only days to hear back from a specialist, instead of potentially waiting weeks for a face-to-face appointment. This means much less time spent feeling uncertain about their health. It ensures they get the tailored care they deserve.
Muscles, bones and joints service
▪ Members can self-refer 24/7, without the need for a GP referral.
▪ Book their own appointments with the right practitioner at the right time.
▪ 96% satisfaction score with 9/10 members likely to recommend the service to friends or family.3
Digestive health service
▪ Members can get digestive health worries checked out quickly online by a specialist and won’t need to wait long to get the answers they need. A specialist consultant will aim to review a member’s online assessment within three working days.
▪ 94% satisfaction score.4
Dermatology service
▪ We responded to the national shortage of dermatologists by developing our own dermatology service pilot in 2022. We’re cutting wait times to hear back from a dermatologist from weeks to just days, with dermatologists aiming to get back to members within three days of their online assessment.
Expanding online outpatient services
▪ We’ve analysed claims data to understand which new services would drive the most impact for our members and will be expanding our online outpatient services into neurology, urology and cardiology by the end of this year.
In-app wellbeing programmes
With the AXA Health app, employees can enjoy easy access to expert support, as well as trusted ways to build healthy habits that last.
Our in-app programmes have been created to improve their understanding of what impacts and influences their mental and physical wellbeing, helping them take action in small and effective ways.
Where digital leads, data follows
Data insights help shape customer experience and add value. For employers, it offers the opportunity to understand the priorities of their people, helping steer their health and wellbeing strategy. For example, using data we can identify groups with specific needs and take action to improve wellbeing, for example a team who reports higher stress, or an age group that has higher cardiac risk.
As we all know, there’s no one-size-fits-all solution when it comes to prioritising health and accessing the right care quickly. It’s important for organisations to understand what’s important to them and their workforce. Whether that be health concerns by demographics, health risks, risk at work, etc.
We work with brokers to support their clients in building a health and wellbeing programme that’s informed by data to better suit their needs. We offer a blended healthcare offering that follows a speedy and effective approach to the right care, first time: digital when you can be, physical when you have to be.
1 Available in most circumstances. Outpatient prescriptions and delivery are not covered by the plan and may cost more than on the NHS. Prescriptions are only available in the UK. 2 Based on internal service statistics May-July 2024. 3 HBSUK muscles, bones and joints service August 2024 monthly report. 4 HBSUK digestive health service August 2024 monthly report.