Case study
Earlier this year we worked with AXA Health to provide a service upgrade for their MSK patients. This involved the implementation of a new pathway with a digital first approach, allowing members to access and experience healthcare in a new way. Read more about the project and how we have enabled patients to take control of their care.
What we did
According to NHS England, Musculoskeletal (MSK) conditions make up to 30% of a GP’s caseload. There is potential for many of these patients to be managed virtually - without the need for an in-person appointment. When left untreated, MSK conditions can worsen within just 48 hours. Untreated MSK conditions can lead to associated problems (e.g. weight gain, psychological disorders, diabetes and hypertension) increasing the costs and burden to the healthcare system. Getting these patients access to the right care, quickly, is important.
To address this, we collaborated with AXA Health to enhance their ‘muscle, bones and joints’ service, Working Body, by providing members with a digital approach to accessing services using our digital triage platform. The platform is designed to give patients greater choice in how they access services.
How it works
The enhanced service, launched in response to COVID-19, incorporates an upfront clinically designed digital triage platform, allowing AXA members to make an appointment with a specialist quickly, without the need for a GP referral.
This is a digital first solution for AXA Health members – getting them to the care that they need faster. Our multi-disciplinary team of expert clinicians, offer appointments with physiotherapists (within 24hrs), advanced level physiotherapists (within 48hrs) and orthopaedic consultants (within 72hrs).
This puts the patient at the centre of their care by empowering them to manage their appointments, choose their specialist, access their notes, view and follow tailored exercise programmes – all at a time that suits them. AXA members have access to all their patient records, plus the platform can integrate with their primary care records via GP Connect to seamlessly share information with NHS GPs.
The benefits
AXA members save time, with 98% of appointments held within 48 hours of contact. Feedback on member and clinician interactions on the platform has been extremely positive, with over 97% of customers feeling their clinician fully understood their condition. It is also meeting members' needs and wishes for more digital services, with 74% of customers choosing digital appointments when offered both digital and physical. This reduces not only costs of treatment, but also costs for members attending in-person.
The results from the collaboration with AXA Health demonstrate an outstanding use of technology to help patients quickly access the care they need, at their convenience.
Learn more about how our digital triage platform can support your organisation: Virtual Lucy | Healthcare Business Solutions (hbsuk.co.uk)
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