New COVID-19 health program to support 3.7 million Medibank and ahm customers

Services include hospital in the home, remote health monitoring and medicine and meal deliveries

Medibank has brought together its broad range of health services to develop COVID-19 Health Assist, a program of customised health and wellbeing support for customers throughout the coronavirus (COVID-19) pandemic. The program will be offered to all Medibank and ahm customers.

The highest level of support will go to customers who are most at risk, including people aged over 70, those living with chronic health conditions or who have recently been to hospital, as well as customers diagnosed or recovering from COVID-19.

Medibank Chief Customer Officer David Koczkar said this is a time to look out for those most vulnerable in the community.

“We have the expertise and capability throughout Medibank and ahm to make a difference, and now is the time to bring this all together into one single program to support our customers at a time when they need it most,” Mr Koczkar said.

It is a stressful and uncertain time for everyone, and particularly for those who are more vulnerable and need extra support.

A team of health professionals from Medibank will proactively reach out to these more vulnerable customers to offer a review of their physical, mental and social needs. From there, these teams will customise an individual support package for the customer that draws upon our range of clinical services, practical help and other health and wellbeing expertise.

Clinical services may include hospital in the home services, medication advice and home support, while customers recovering from COVID-19 will have access to home-based respiratory rehabilitation where clinically appropriate.

For customers diagnosed with COVID-19 with moderate symptoms, Medibank can also provide remote monitoring and surveillance of clinical indicators such as temperature, pulse rate, respiration and blood pressure.

Practical help for at-risk customers, as well as those who are self-isolating, includes the delivery of meals, groceries and medications.

Other health and wellbeing expertise include access to 24/7 Nurse and Mental Health Support lines, alongside scheduled check-ins to ensure customers feel safe and connected.

Support will also be provided to other Medibank and ahm customers through regular communications and referrals from health professionals and Medibank’s telehealth and homecare divisions.

“Every company in Australia has an important role to play in supporting their customers during this difficult period. This is an opportunity to use our scale and expertise to broaden the contribution to our Medibank and ahm customers and look after them through Australia’s greatest health crisis in a century,” he said.

Medibank hopes to play an even larger role in the nation’s response to COVID-19 and is in discussions with other public and private payors, funders and providers about offering key elements of this program to more Australians.

Note: Certain aspects of COVID-19 Health Assist are only available to eligible Medibank/ahm customers with hospital cover.

Find details about how Medibank is increasing customers’ access to telehealth here