Innovation and Investment Benefits Business - by Chris Williams
St.LukesHealth has a long and proud
history in Tasmania. It is our passion for Tasmania which drives us to deliver
the best possible service for our customers, and to be innovative in our
product offerings to ensure our Tasmanian business is at the forefront of
private health insurance delivery in Australia.
Through high quality of service, the
loyalty of our customers and the increased business confidence in Tasmania, St.LukesHealth
has been able to grow its brand significantly over the past two years . Our
success has been due our investment in our customer services, our people and
We currently employee more than 80
staff state-wide and in what reflects our growth in business and our brand, we
have increased our FTE’s by 10.4 in 2016.
In the north of Tasmania, we have
customer care centres located in Smithton, Burnie, Devonport and Launceston. In
the south, as of the first of November, we have moved our customer care centre
from Murray Street to Liverpool Street, next to the new Myer development. This
new site will be our largest retail centre in Tasmania.
Lead by the Birrelli Architects a locally
owned and nationally renowned firm, we have almost completely refreshed our
customer facing services across the state. We have moved away from what was a
traditional banking environment to a contemporary, modern retail
The environment is a genuinely personal interaction between
our customer care consultant and the member. The new look Customer Care Centres
embodies our customer centric philosophy and continued innovation, being a
significant step away from the old counter style of service from a bygone era,
the new environment is an open yet personal environment for members to interact
The scope of our development is not
limited to our existing centres. To meet growing demand and seeing further opportunities
in Tasmania, in December 2016 we opened a new customer care centre in the Channel
Court Shopping Centre in Kingston.
In various forms, St.LukesHealth has
seen our investments in customer services benefiting our business. The private
health care industry growth rate for hospital policies was 0.6 per cent for the
FY2016. In comparison, St.LukesHealth
experienced a growth in hospital policy holders by 7.1 per cent. And with the success and popularity of our
Gap Free Dental benefit, we have also seen ancillary policy holders grow by a
staggering 9.8 per cent.
In what is an amazing achievement
St.LukesHealth on 21 February was awarded the 2016 Roy Morgan Satisfaction
award for Private Health Insurer for our consistently high levels of customer
satisfaction throughout the entire year.
Beating the biggest funds across the
country, in an industry where competition is fierce, St.LukesHealth members,
Australia wide, have rated this Tasmanian based, not-for-profit organisation as
best in its class.
We believe these results have been a
direct response to our continued innovation and improvements to the customer experience.
Further innovation which has clearly
improved our customer experience has been our mobile claiming application. The mobile
claiming app has proven to have had significant and positive impacts in several
areas of our business, including workflow and claims management efficiency.
However, the most overwhelming impact has been the positive feedback from our
The work done in this area was recently
recognised by the Launceston Chamber of Commerce, with the 2016 Award for
Excellence in Innovation presented to St.LukesHealth.
It is our ability to innovate and prioritise the needs of our members that sets
us apart, it true to say innovation and investment will benefits business.