Medibank expands 24/7 health support services

Initiative aims to help customers avoid unnecessary visits to GPs and emergency rooms

Medibank expands 24/7 health support services

Life & Health

By Roxanne Libatique

Medibank has extended its 24/7 nurse and mental health support phone services to include all health insurance policyholders, now covering those with Extras and ambulance insurance.

Milosh Milisavljevic, chief customer officer at Medibank, said this initiative would offer around-the-clock health support to an additional 700,000 customers.

“Our customers’ health does not run on a 9-to-5 weekday schedule, and neither do we,” he said.

Why is it important to have access to health support services?

Milisavljevic pointed out that access to these services could help customers avoid unnecessary visits to GPs or emergency rooms.

“Having access to health support at any time of the day or night is a valuable resource for our customers and will potentially help them avoid unnecessary trips to their GP or emergency department,” he said. “This support will also be welcome in regional and rural areas where access to health services can be more limited. If you live in an area with fewer GPs, or your GP is 100 kilometres away, having our nurse support service one call away is a great option to have.”

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He said that the current pressures on the healthcare system, such as busy emergency departments and limited GP availability, highlight the importance of this service expansion.

Medibank’s 24/7 nurse support service

The nurse support service is now also accessible via chat on the My Medibank app.

“Being able to message a nurse via our app is something we know will appeal to many customers, including younger people who may prefer to chat with a nurse rather than call,” Milisavljevic said. “We want our customers to know we’re here to support them with their health and that we have registered nurses and experienced, qualified mental health professionals on standby to do just that.”

He added that many of the inquiries received through the service are general, such as medication questions or checking symptoms of colds. Some inquiries are more serious and require immediate medical attention, which customers might not initially realise.

Main reasons why Medibank customers seek nurse support services

The primary reasons for contacting the 24/7 nurse line are:

  • medications enquiry
  • abdominal pain
  • postoperative issues
  • cold and flu symptoms
  • chest pain

Main reasons why Medibank customers seek mental health support services

The main reasons for calling the 24/7 mental health line include:

  • general stress
  • worry
  • anxiety
  • depression
  • grieving and loss

Medibank’s overseas student health insurance customers (OSHC) will continue to have access to the 24/7 Medibank Student Health and Support Line.

Medibank also recently bolstered its COVID-19 support package, expanding its give back commitment from $215 million to $305 million.

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