2015 has again been a positive year, with St.LukesHealth continuing to grow its membership base and build on the success of 2014.
Our growth has come from our continued focus on the strategic direction set by our Board and the commitment of staff. Private Healthcare Australia Monthly Membership Survey Results (the report sample represents 92% of the total industry) show that St.LukesHealth had an increase in persons with Hospital cover of 6.31% for the 12 months to December 2015. All other funds only grew by 0.83%. With a continued focus on our service to members, in 2015 Roy Morgan Research named St.LukesHealth as number one for customer satisfaction in January, August, September and December across the entire Australian health insurance industry. This is a testament to the work of our customer service team and the wonderful feedback our members provide. Only recently I noted the gratitude of one member who wrote to us and remarked, “It was an absolute joy to simply ring and get a real person to answer.”
On 9 November the Chairman of St.LukesHealth Chris Dockray officially opened the Burnie Customer Care Centre in the heart of the CBD to the local community. The new office designed by the local Tasmanian architect firm Birrelli Architects, has helped to develop a truly unique customer experience. The customer care centre design has been approached with the customer service experience solely in mind. The Burnie office will be our flagship for future roll outs to bring our other offices into line with the customer care model. Our Customer Care Centres will be modernised and refreshed as we continue to invest in the local Tasmanian community. We’re continuing to make it easy, with great progress having been made in member communications and the launch of the St.LukesHealth e-communication service. This enables members to receive information relating to their membership via email, SMS and the web. With over 14,000 electronic communications going out recently, it marks a shift toward the future of doing business with our members and our leadership in the information technology space.