How do online outpatient services benefit members?
AXA Health has developed these new services to ensure customers have rapid access to specialist care and treatment for a range of common conditions, including muscle, bone and joint problems, dermatology, cardiology, urology and neurology.
Once a GP recommends seeing a specialist in one of these areas, members have the option to use these online outpatient services. This gives them access to our national database of medical experts, who are available for an online consultation. This can significantly reduce waiting times, particularly for those living in cities like London, where there may be high demand for certain services.
Those using these online outpatient services for muscle, joint and bone problems, for example, typically see a specialist within a day of referral. For other conditions, it is within three days. Getting this specialist help ensures follow-up diagnostic tests and treatment will start sooner, helping members get back to health and back to work as quickly as possible.
How do these online services differ from traditional outpatient appointments?
There is relatively little difference: these are remote consultations conducted via video or over the phone, rather than face-to-face in the same room. Members are still discussing symptoms and concerns with a real doctor, who specialises in this area; they aren’t talking to a machine or AI chatbot.
Prior to the consultation, members complete a short questionnaire, which is designed by a panel of experts. This covers everything the specialist will need to know, ensuring they have all relevant information. This benefits the patient, who can complete this information at their convenience, and is under no time pressure to explain this within the meeting.
And while we are a digital-first company, we are not a digital-only insurer. Patients always have the option of a face-to-face consultation instead. We know not everyone is comfortable with online services, and in some cases, they won’t be appropriate, depending on the nature of the underlying condition.
However, all the evidence to date suggests patients like this combination of convenience and expertise. Around 63% of members are currently opting to use online outpatient services, with nine out of ten saying they would recommend them to friends and family. In addition, we have a net promoter score of 60%.
What are the benefits for employers when it comes to online outpatient services and dedicated treatment routes?
Private medical insurance ensures employees get rapidly diagnosed and treated for a whole host of conditions, reducing absenteeism in the workplace and boosting productivity. If people are feeling ill or worried about symptoms, they are less likely to be fully focused on their work.
Online outpatient services can ensure we offer the most efficient and cost-effective routes for these treatments, helping control costs for employers and ensuring more prompt treatment for their employees. This is more important than ever, given the well-publicised delays many find accessing NHS treatment.
Seeing a specialist at the earliest opportunity means that people are less likely to need unnecessary diagnostic tests, and fewer delays mean there is less chance of additional complications, helping reduce potential premium rises.
How else is technology helping to transform the private medical insurance market?
Technology can be used for quicker and more effective diagnostic tests. For example, on our cancer pathway, members can now use their phones to photograph moles they are concerned about and send us the scan. The AI tools we deploy can very clearly and quickly determine if this is a case that needs further investigation. It is a very robust process that not only fast-tracks potentially serious cases but also provides peace of mind to those who are worried and unsure what to do next. AI is also being used to automate administrative tasks, giving staff more time to focus on the mainstay of their job: supporting members at all stages of their claim.
Embracing technology and delivering a digital service ensures we can measure customer experience and health outcomes more accurately. More imortantly it also helps us deliver a more effective and efficient care journey to the benefit of all our members.
