Medibank helping members in hospital

Medibank’s new Health Concierge service will help members when they need it most – when they are preparing for, or recovering from, a hospital stay.

Rebecca Bell, Medibank’s Member Health General Manager, said the Health Concierge program takes what we’re learning about members – and the support they need -- and does things people may not expect from a large health insurer.

“We know, for example, that if someone makes their own way home from hospital, it could be a sign that they don’t have the support network around them to help settle back in at home,” she said.

Rebecca Bell said that under the program, Medibank will consider almost any intervention we can have with our members, to help them solve short-term issues impacting their health – at no extra cost to them.

“If a customer tells us what they’re eating to prepare for their hospital stay, and want help with their diet – we’ll provide recipes – often some freezer friendly ones to make ahead of their admission.

“If they tell us they’re going in for a significant procedure and don’t have adequate support -- to help pick up their medicine or help them settle back home, for example -- we can offer practical suggestions or even send a qualified carer out to their home.”

Eligibility for the program

Ms Bell said eligibility for the program is determined in two ways. Either automatically in the case of some triggers, such as having a hip or knee replacement, or by Medibank having conversations with selected members to understand how prepared they are for hospital and the support networks they have.

In addition to providing information and advice to our members in the lead up to a hospital admission, or assisting them to access services -- Health Concierge can also link members directly to nurses in the Health Advice Line, and to Customer Connect for their customer and policy needs.

What some our members have had to say about the service:

"I am really quite grateful to have you ring like that. It's nice to know that you are sort of keeping an eye on things. It helps and it's very encouraging."

“They (the Health concierge) seemed to know everything I wanted to know… To be quite honest, I was quite nervous about going in but they did make me feel slightly more relaxed.”

"What a service. Marvellous! Makes me so happy."

" They were terribly kind….I reckon you're on the ball. I've been with you for years and I wouldn't change you for the world."

7 tips for preparing for and recovering from hospital

1. Eat well. The more nourished you are before hospital and while you are recovering, the better your body will cope with the strains of surgery.
2. Organise your house so that everything is within easy reach with no trip hazards. This reduces the risk of falls while you are recovering.
3. Know the signs that your condition is getting worse. And what to do if they occur.
4. Be proactive. Patients who are more informed and involved in making decisions about their health have better outcomes after surgery.
5. Know your medication. Bring a complete list of everything you’re taking, including over-the-counter and complementary medicines. We know around a third of issues caused by medications could have been prevented.
6. Try to get a good amount of sleep. This reduces complications, which is why we recommend bringing ear plugs and an eye mask to minimise interruptions during the night.
7. Wash your hands (and ask everyone else to). This is one of the simplest ways to reduce the chance of infection while you are in hospital.

Are you preparing for, or recovering from, a hospital stay?

Get helpful tips and advice on what to pack for hospital, understanding the costs, managing medications, advice for carers and more.