PLATINUM HEALTH MEMBER SATISFACTION SURVEY 2018 … · Statistics were not consistently available for all years, e.g. in some cases statistics were ... Unsuccessful appointment 112

PLATINUM HEALTH MEMBER SATISFACTION SURVEY 2018RESEARCH REPORT

OCTOBER 2018

CONTENTS

2

INTRODUCTION1

METHODOLOGY

DEMOGRAPHIC PROFILE

2.1 Questionnaire

Sampling

Data Collection

Data Analysis

RESULTS

2

2.2

2.3

2.4

3

4

4.1 Overall Satisfaction

Net Promoter Score

Allegiance

Perceptions of Benefits

4.2

4.3

4.4

4.8

Communications

Perceptions of Medical Scheme

Touch Point Ratings

4.5

4.6

4.7

Member Advice to Platinum Health

EXECUTIVE SUMMARY5

INTRODUCTION

PROJECT BACKGROUND

4

Platinum Health Medical Scheme is a restricted (closed) medical scheme. The medical scheme currently has 59 918 principal members and has a total of 98 410 beneficiaries. The scheme offers the following two options:

PlatCap PlatComprehensive

The scheme stands out within the industry due to its unique model operating as a Staff Model Health Maintenance Organisation (HMO). This allows it to operate as a cost-effective solution to its members with lower than average medical scheme contributions and greater perceived value as regards benefits offered.

This model allows it, where economically viable, to appoint their own health service providers such as specialists, general practitioners, dentists, psychologists, optometrists, radiographers, physiotherapists and audiologists.

Where it is believed it is not economically viable, Platinum Health has appointed designated service providers (DSP’s) to provide services to their members.

Platinum Health commissioned Greenfields to conduct a member satisfaction survey in September 2018.

RESEARCH OBJECTIVES

5

Determine the overall satisfaction of Platinum Health

members

Determine the overall allegiance of members to

Platinum Health

Assess members’ perceptions of the scheme facilities and

DSP’s

Measure members’ perceptions about scheme

benefits

Measure the value for money of scheme options

Measure effectiveness of the scheme’s communication

channels

The primary objective of the project was to conduct an effective membership survey that will generate superior human capital and financial outcomes through increased member

satisfaction, productivity and lower healthcare costs.

RESEARCH LIMITATIONS

6

The 2018 Platinum Health Member Satisfaction Survey had several limitations related to comparison with previous research.

Statistics were not consistently available for all years, e.g. in some cases statistics were available for 2017, whereas in other cases they were only available up until 2016 or 2015.

Certain statistics were not available for any of the previous years, e.g. gender distribution (exact percentages), scheme interactions in the past 6 months, reasons for benefits not meeting expectations, rankings of communication types, and type of specialist consulted.

Significance tests could not be conducted on means or proportions to compare 2018 with previous years, due to the relevant statistics not being available (e.g. base sizes and standard deviations).

Due to being unable to conduct significance tests for annual comparisons, it can not be determined whether any increases or decreases (in proportions or mean ratings) are statistically significant.

The rating scales used in 2017 and 2018 ranged from 1 – 10, while the rating scales used in previous years ranged from 0 – 10.

METHODOLOGY

QUESTIONNAIRE

QUESTIONNAIRE

9

Platinum Health and Greenfields reviewed and updated the questionnaire used in 2017. The 2018 questionnaire includes the following sections:

Screening question (interactions with Platinum Health in the past 6 months) Respondent demographics Satisfaction rating Net Promoter Score (likelihood to recommend Platinum Health) Benefits ratings Communications received Perceptions of Platinum Health (including service and administration) Touch point ratings

- Client Liaison Department- General Practitioner- Nurse- Pharmacy & Chronic Pharmacy- Authorisation/Case Management Department- Specialist- Dentist- Claim payments

For the telephonic and email-based surveys, an online version of the questionnaire was set up in Greenfields’ online survey tool.

SAMPLING

SAMPLE: FACE-TO-FACE INTERVIEWS

11

For face-to-face interviews, Greenfields was provided with the following quotas based on the following Platinum Health regions:

Quota Total %

BOSVELD

Thabazimbi Clinic 50

450 50%Northam Medical Station 125

Amandelbult Hospital 175

Siyanda Bakgatla Hospital 100

RUSTENBURGRB Plats 100

350 39%PH Medical Centre 250

EASTERN LIMB

Jane Furse Clinic 25

100 11%Modikwa Clinic 50

Burgersfort Clinic 25

900 100%

SAMPLE: TELEPHONIC & EMAIL-BASED SURVEYS

12

Platinum Health provided Greenfields with the following member databases:

Pensioners Chronic medication Specialist consultations Hospitalisations

The member datasets were collated and duplicates were removed before sampling.

For the telephonic surveys, a sample of 1400 members was randomly drawn from those who had contact numbers available. An additional 2 members were added to the call sheet who originally received the email-based survey but indicated that they preferred to be called.

For the email-based surveys, all corporate members were sampled apart from Platinum Health employees (329), and an additional 1600 members were randomly sampled from those members who had email addresses and had not been included in the telephonic sample.

An additional 7 emails were sent to members who were contacted telephonically, but requested the survey via email.

DATA COLLECTION

DATA COLLECTION

14

PAPI (Paper-Assisted Personal Interviewing)

CATI (Computer-Assisted Telephonic Interviewing) EMAIL (Online Survey Tool)

A Multi-method approach was used for data collection, involving face-to-face interviews (PAPI), telephonic interviews (CATI) as well as email-based surveys. In order to be included in the final sample, the respondent had to have made use of Platinum Health services in the past 6 months.

Total Target 1400

Total Surveys 1471

Total with no interactions with PH (past 6 months) 22

Final Sample 1449

Target 900

Surveys conducted 925

Met inclusion criteria 918

Target 200



Target 300



FACE-TO-FACE INTERVIEWS

15

Face-to face interviews were conducted at selected Platinum Health sites in September 2018 using paper-based surveys, after which the surveys were captured into Greenfields’ online survey tool.

Interviews were conducted in the respondent’s home language when requested.

A total of 925 interviews were conducted, with 918 meeting inclusion criteria.

Region Site No. Interviews TotalScreened out

(No interactions with PH)

Surveys included for analysis

% of final sample

BOSVELD

Thabazimbi Clinic 42

443 4 439 48%Northam Medical Station 121

Amandelbult Hospital 180

Siyanda Bakgatla Hospital 100

RUSTENBURGRB Blats 106

370 3 367 40%PH Medical Centre 264

EASTERN LIMB

Jane Furse Clinic 16

112 0 112 12%Modikwa Clinic 60

Burgersfort Clinic 36

GRAND TOTALS 925 925 7 918

TELEPHONIC INTERVIEWS

16

Number of Cases Percent (All) Percent (Contacted)

Contacted

Successfully completed 214 15% 32%

Unsuccessful appointment 112 8% 17%

Unable to locate correct respondent 47 3% 7%

Respondent unavailable to participate 59 4% 9%

Declined to take part 189 13% 28%

Survey abandoned/discontinued 36 3% 5%

Other 11 1% 2%

Total 668 47% 100%

Not Contacted

No Answer/Voice mail 668 48%

No Connection/Not valid number 66 5%

Total 734 53%

GRAND TOTAL 1402 100%

Greenfields’ call centre conducted telephonic interviews for 11 days during September 2018. Interviews were done in the respondent’s home language when requested.

Of those contacted, 32% took part in the survey. Of the 214 members who took part in the survey, 10 did not meet inclusion criteria (i.e. had no interactions with Platinum Health in the past 6 months), yielding a final sample of 204.

CALL CENTRE REPORT

EMAIL-BASED SURVEYS

17

Using Greenfields’ online survey tool, 1936 email invitations were sent to members, and data collection took place over 10 days in September 2018. Of those who received the emails (i.e. email did not bounce), 20% completed the survey, with only 5 respondents being screened out. The final sample consisted of 327 Platinum Health members.

Email sample TotalPercent of Email

sample

Total emails sent 1936 100%

Bounced emails 246 13%

Valid emails 1690 87%

Completed surveys TotalPercent of valid

emails

Surveys completed 332 20%

Met inclusion criteria 327 19%

Final sample TotalPercent of final

sample

Corporate 115 35%

Pensioners 96 29%

Other 116 36%

Total 327

SUMMARY: EMAIL-BASED SURVEYS

DATA ANALYSIS

RATING SCALES

19

A 10-point rating scale was used in questions where respondents were asked to provide a rating. For reporting purposes, the following 10-point scales were converted into 5-point scales:

Measurement Type 10-Point Scale 5-Point Scale

Satisfaction1 = Very dissatisfied10 = Very satisfied

1-2 = Very dissatisfied3-4 = Dissatisfied5-6 = Neutral7-8 = Satisfied9-10 = Very satisfied

Benefit Ratings Rating of Services/ProceduresTouch Point Ratings

1 = Very poor10 = Excellent

1-2 = Very poor3-4 = Poor5-6 = Average7-8 = Good9-10 = Excellent

For consistency with previous research reports, Perceived Value and Overall Perceptions of the Scheme were recoded from a 10-point scale into a 3-point scale as follows:

Measurement Type 10-Point Scale 3-Point Scale

Perceived Value1 = Very poor10 = Excellent

1-6 = Poor value7-8 = Good value9-10 = Excellent value

Overall Perceptions of the Scheme (level of agreement with statements)

1 = Strongly disagree10 = Strongly agree

1-6 = Disagree/Neutral7-8 = Agree9-10 = Strongly agree

ALLEGIANCE SCALE

20

To gain a better understanding of respondent strength of affinity towards the scheme, an allegiance measurement scale was developed.

The three input questions used to determine this allegiance measure were as follows:

- Overall Satisfaction with Platinum Health

- Of all the schemes I know of, Platinum Health is the scheme I would prefer to stay on, if I had the choice

- Platinum Health meets my needs

Responses were converted from a 10-point rating scale into a 5-point scale before calculating Allegiance scores.

Allegiance categorisation was achieved by comparing the combinations of scores associated with each of these questions per respondent, and based on a classification ruling, place each respondent into an allegiance category.

- For example the “Devoted Allegiance” category was defined as being respondents who rated each of the three questions as a ‘5’. On the other extreme, those respondents who rated all questions as a ‘1’, were classified as a member of the “Extremely Dissatisfied” group.

For ease of analysis and reporting, the 7-point allegiance scale has been further summarised into a 4-point scale as indicated in the table below.

7-POINT SCALE 4-POINT SCALE

1 – Devoted Allegiance 1 – Devoted Allegiance

2 – Moderate Allegiance 2 – Moderate Allegiance

3 – Marginal Allegiance

3 - Neutral4 – Indifferent Allegiance

5 – Marginal Dissatisfaction

6 – Dissatisfaction4 – Negative

7 – Extremely Discontent

Net Promoter Score (NPS)

21

The Net Promoter Score (NPS) is derived from how likely members are to recommend Platinum Health to others. The score is calculated by subtracting the percentage of detractors from the percentage of promoters.

How likely are you to recommend Platinum Health?

1 2 3 4 5 6 7 8 9 10Not at all

likelyExtremely

likely

NPS = % -%

Testing for Statistical Significance

22

Significance tests were conducted for Overall Satisfaction and NPS in order to assess whether regional mean ratings and proportions were significantly lower or higher than that of the total sample.

Significance testing can only be conducted if the sample size is at least 30.

Significance tests are conducted at a 95% confidence level.

An upward facing arrow ( ) indicates that the value is significantly higher than that of the total sample.

A downward facing arrow ( ) indicates that the value is significantly lower than that of the total sample.

DEMOGRAPHIC PROFILE

REGIONAL BREAKDOWN

24

In 2018, most respondents were from the Bosveld region (37%), followed by Rustenburg (31%).

The majority of respondents were male (71%).

28% 22%

18%

10%

30%

31%

24%37%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2016(1847)

2018(1449)

REGION

Bosveld

Rustenburg

Eastern Limb

Other*71%

29%

GENDER

Male Female

* Other includes

pensioners,

corporate and

students

2018

Please note: Exact percentages for gender not available for previous years

Please note: Region proportions not available for 2017

2% 2% 1% 1%

11%17% 18%

29%

1%

87%81% 81%

69%

0%

20%

40%

60%

80%

100%

2015 2016 2017(1847)

2018(1382*)

POPULATION GROUP

Black African

Coloured

White

Indian/Asian

Other

RESPONDENT DEMOGRAPHICS

25

11% 10%

40%33%

33%

26%

15%

19%

1%12%

0%

20%

40%

60%

80%

100%

2016(1847)

2018(1426*)

AGE

60+yrs

50-59 yrs

40-49 yrs

30-39 yrs

20-29 yrs

* Refusal: 23

* Refusal: 27 * Missing: 40

In 2018, similar to 2016, the largest proportion of respondents was in the 30-39 year age group (33%), followed by the 40-49 age group (26%).

In terms of population group, 69% of respondents were Black African whilst 29% were White.

Please note: Age group proportions not available for 2017

AGE AND POPULATION GROUP BY REGION: 2018

26

12% 11% 10%3%

39% 40%47%

9%

30% 29%

30%

14%

18% 18%13%

24%

1% 2%

50%

0%

20%

40%

60%

80%

100%

Bosveld(527)

Rustenburg(438)

Eastern Limb(142)

Other(319)

AGE60+yrs

50-59 yrs

40-49 yrs

30-39 yrs

20-29 yrs

91%78% 81%

10%

1%

2%

9%21% 18%

85%

1% 3%

0%

20%

40%

60%

80%

100%

Bosveld(519)

Rustenburg(434)

Eastern Limb(141)

Other(288)

POPULATION GROUP

Indian/Asian

White

Coloured

Black African

For Bosveld (39%), Rustenburg (40%) and Eastern Limb (47%), respondents were mostly in the 30-39 year age group.

In ‘Other’ regions, which include pensioners, half of respondents were aged 60 years or older.

For Bosveld (91%), Rustenburg (78%) and Eastern Limb (81%), the majority of respondents were Black African.

For ‘Other’ regions, the majority of respondents were White (85%).

Similar to 2016, this year the largest proportion of respondents were married and living with children, or living with a partner and children (45%).

Of the respondents who are main members, half indicated they do not have dependents, while 28% have a spouse or partner as a dependent.

3%12% 6%1% 9%

17%18%

54% 45%

5% 6%

11% 13%

2016(1847)

2018(1403*)

FAMILY STATUS

Single (no children)

Married/living with partner (no children)

Married/living with partner (+ children)

Single parent

Married/living with partner (children not living at home)

Pensioner

Other

RESPONDENT DEMOGRAPHICS

27

50%

28%

15% 11% 9%1%

0%

20%

40%

60%

80%

Do not have dependents Spouse/partner 1 child 2 children 3 or more children Adult dependent (otherthan spouse/partner)

DEPENDENTS IN 2018 (MAIN MEMBERS ONLY)(1343)

* Missing: 46

Please note: Percentages for family status not available for 2017; dependent information added to questionnaire in 2018

Multiple response question (responses may not add up to 100%)

MEDICAL SCHEME OPTION

28

The vast majority of members belong to the Plat Comprehensive option (96%).

2018

96%

4%

MEDICAL SCHEME OPTION

Plat Comprehensive

Platcap

Please note: exact percentages for option not available for previous years

SCHEME INTERACTIONS 2018

29

16%

63%

40%

40%

22%

25%

13%

12%

16%

8%

9%

0% 20% 40% 60% 80% 100%

Client Liaison Dept.

GP/Doctor

Nurse

Pharmacy

Specialist

Chronic Pharmacy

Preauthorisation

Hospitalisation

Dentist

Submitted Claim

Contacted Case Management Dept.

Q1. Which of the following interactions have you or your dependents had with Platinum Health in the past six months?

In 2018, the touchpoint with the most interactions in the past 6 months was General Practitioner (63%), followed by Nurse (40%) & Pharmacy (40%).

Only 8% of respondents had submitted a claim in the past 6 months.

Please note: Full summary of interactions in past 6 months only available for 2018

RESULTS

OVERALL SATISFACTION

7% 2% 5% 4% 5%

5%4%

5% 5% 5%

13%14%

13% 12% 13%

30%

25%27% 26% 27%

45%55% 50% 53% 50%

0%

20%

40%

60%

80%

100%

Bosveld(530)

Rustenburg(444)

Eastern Limb(149)

Other(322)

Total(1445*)

Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

OVERALL SATISFACTION BY REGION: 2018

32

In 2018, half of members were ‘very satisfied’ with Platinum Health, while more than a quarter (27%) were ‘satisfied’.

Rustenburg had the largest proportion of members who were ‘very satisfied’ (55%), and had the highest average rating (8.2), which was significantly higher than the total average.

Bosveld had the highest proportion of members who were ‘very dissatisfied’ (7%) and had the lowest average rating (7.6), which was significantly lower than the total average.

Q6. Please rate how satisfied you are with Platinum Health overall on a scale of 1 to 10, where

1 is ‘very dissatisfied’ and 10 is ‘very satisfied’.

* Don’t know: 4

Please note: Overall Satisfaction was added to the questionnaire in 2018

AVE. RATINGS 7.6 8.2 7.9 8.1 7.9

Significant difference from total average

NET PROMOTER SCORE

NET PROMOTER SCORE (NPS)

34

The proportion of Platinum Health promoters has doubled since 2014, with a corresponding increase in NPS scores.

In 2018, more than half of members were promoters of Platinum Health (58%). The overall NPS score increased in 2018 (compared to 2016), now at 37%.

45%31% 26% 20%

26%

34%37%

22%

29% 35% 37%

58%

0%

20%

40%

60%

80%

100%

2014 2015 2016(1827)

2018(1438*)

Promoters

Passive

Detractors

Q7. On a scale of 1 to 10, where 1 is ‘definitely not’ and 10 is ‘definitely yes’, how likely are you to recommend Platinum Health to your friends, colleagues or family?

NPS -16% 4% 11% 38%

* Don’t know: 9* Missing: 2

Please note: NPS statistics not available for 2017

NET PROMOTER SCORE BY REGION: 2018

35

In 2018, Rustenburg had the highest proportion of promoters (63%) and the highest NPS score (46%).

Bosveld had the lowest NPS score (26%) and the highest proportion of detractors (25%). Bosveld also had significantly less promoters compared to the total sample.

25%17% 18% 19% 20%

24%

20% 23% 19% 22%

51%63% 59% 62% 58%

0%

20%

40%

60%

80%

100%

Bosveld(529)

Rustenburg(444)

Eastern Limb(149)

Other(316)

2018(1438*)

Promoters

Passive

Detractors

Q7. On a scale of 1 to 10, where 1 is ‘definitely not’ and 10 is ‘definitely yes’, how likely are you to recommend

Platinum Health to your friends, colleagues or family?

NPS 26% 46% 41% 43% 38%

Significant difference from total average


NPS REASON FOR RATING: DETRACTORS

36Q8. Please give a reason for your rating.

11%

2%

3%

3%

3%

3%

4%

4%

7%

8%

10%

15%

15%

18%

24%

30%

0% 10% 20% 30% 40% 50%

Other

Poor admin procedures

Poor claims procedures

Expensive to add dependent

Lack of caring/empathy from medical aid

Poor benefits/value for money

It is a restricted scheme (cannot recommend)

Discrimination/unfair treatment

Poor quality doctors

Unfriendly/unhelpful staff

Long wait for appointments/long queues

Doctors/specialists too limited/too few

Sick leave/do not get booked off long enough

Limited facilities/accessibility/far to travel

Fees/co-payments

Slow/inefficient service

2018 (n = 131)

Amongst detractors, the most common reasons for NPS ratings were related to ‘slow/inefficient service’ (30%), followed by ‘fees/co-payments’ (24%) and ‘limited facilities/accessibility/far to travel’ (18%).

Please note: Reason for NPS rating was added to the questionnaire in 2018

NPS REASON FOR RATING: DETRACTORSBOSVELD


Among detractors in Bosveld, the most common reason for NPS ratings was ‘slow/inefficient service’ (34%), followed by ‘sick leave/do not get booked off long enough’ (26%).


2018 (n = 65)

11%

2%

2%

5%

5%

6%

8%

11%

12%

14%

17%

26%

34%

0% 10% 20% 30% 40% 50%

Other




Discrimination/Unfair treatment

Long wait for appointments/ long queues




Limited facilities/accessibility/ far to travel

Fees/Co-payments

Sick leave/Do not get booked off long enough


NPS REASON FOR RATING: DETRACTORSRUSTENBURG


Among detractors in Rustenburg, the most common reasons for NPS ratings were ‘fees/co-payments’ (22%), ‘limited facilities/accessibility/far to travel’ (19%) and ‘slow/inefficient service’ (19%).


2018 (n = 27*)

15%

4%

4%

7%

7%

7%

11%

11%

11%

19%

19%

22%

0% 10% 20% 30% 40% 50%

Other





Discrimination/Unfair treatment






Fees/Co-payments

*Very small base size

NPS REASON FOR RATING: DETRACTORSEASTERN LIMB


Among detractors in Eastern Limb, the most common reasons for NPS ratings were ‘fees/co-payments’ (50%) and ‘slow/inefficient service’ (50%).


2018 (n = 16*)

6%

6%

6%

6%

6%

13%

19%

31%

38%

50%

50%

0% 10% 20% 30% 40% 50%

Other










Fees/Co-payments


NPS REASON FOR RATING: DETRACTORSOTHER REGIONS


Among the detractors in Other regions, the most common reason for NPS ratings was ‘fees/co-payments’ (26%), followed by ‘limited facilities/accessibility/far to travel’ (22%).


2018 (n = 23*)

13%

4%

9%

9%

9%

9%

13%

13%

17%

17%

22%

26%

0% 10% 20% 30% 40% 50%

Other











Fees/Co-payments


ALLEGIANCE

ALLEGIANCE BY REGION: 2018

42

In 2018, members from Rustenburg (83%) had the greatest allegiance to Platinum Health. Eastern Limb had the largest proportion of non-allegiant members (9%).

8% 4% 9% 6% 6%

11%13%

11% 12% 12%

49%

38% 35% 43% 43%

32%45% 45%

39% 39%

0%

20%

40%

60%

80%

100%

Bosveld(524)

Rustenburg(445)

Eastern Limb(149)

Other(315)

Total(1433*)

Devoted allegiance

Moderate allegiance

Neutral

Non-allegiant

* Missing: 16

Please note: Allegiance is a new measurement added in 2018.

PERCEPTIONS OF BENEFITS

COMPARISON TO OTHER SCHEMES

44

In 2018, most members believed that Platinum Health is better than other medical schemes (77%). This view has increased by 19% since 2015.

32%

11% 8% 9%

12%

31%24%

14%

56% 58%68%

77%

0%

20%

40%

60%

80%

100%

2014 2015 2016(1847)

2018(1417*)

Better than expected

The same

Worse than expected

Q9. Do you think Platinum Health is better, worse or the same as other medical schemes that you have heard of or belonged to?


Please note: Statistics not available for 2017

COMPARISON TO OTHER SCHEMESBY REGION (2015 vs. 2018)

45

12% 7% 8% 10%

13%12% 13% 18%

75% 81% 79% 72%

0%

20%

40%

60%

80%

100%

Bosveld(523)

Rustenburg(436)

Eastern Limb(149)

Other(309)

2018

Please note: Regional breakdown only available for 2015 and 2018

11% 17% 13% 13%

32% 25% 30%18%

57% 58% 57%69%

0%

20%

40%

60%

80%

100%

Bosveld Rustenburg Eastern Limb Other


The same

Worse than expected

2015

Q9. Do you think Platinum Health is better, worse or the same as other medical schemes that you have heard of or belonged to?

PERCEIVED VALUE

46

In contrast to previous years, in 2018 more than half of members (57%) were of the opinion that Platinum Health provides excellent value.

Less than a quarter of members gave a rating of 6 or less (out of 10).

50%

34%

14%21%

23%

37%

43%22%

27% 29%

43%

57%

0%

20%

40%

60%

80%

100%

2014 2015 2016(1847)

2018(1413*)

Excellent value (9-10)

Good value (7-8)

Poor value (1-6)

Q10. If you think of what you pay every month, the medical scheme benefits you have and the service that you receive, do you believe that you receive value from

Platinum Health? If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score Platinum Health?



Q10. If you think of what you pay every month, the medical scheme benefits you have and the service that you receive, do you believe that you receive value from

Platinum Health? If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score Platinum Health?

23% 18% 22% 19%

27%19% 19% 22%

50%63% 59% 59%

0%

20%

40%

60%

80%

100%

Bosveld(513)

Rustenburg(433)

Eastern Limb(148)

Other(319)

PERCEIVED VALUEBY REGION (2015 vs. 2018)

47

2018

35% 40%30% 36%

42% 33%

29%34%

23% 27%41%

30%

0%

20%

40%

60%

80%

100%


Excellent value (9-10)

Good value (7-8)

Poor value (1-6)

2015

Please note: Regional breakdown only available for 2015 and 2018

BENEFIT RATINGS

48

In 2018, the benefits with the highest average ratings were hospital benefits (8.9), followed by chronic medication benefits (8.7).

Similar to 2016, the benefit type with the lowest average rating was optical/spectacle (8.0).

3% 4% 3% 3% 3% 4% 5% 3%3% 3% 4% 3% 4% 5% 7% 3%8% 10% 9% 6% 9% 12% 12%

5%

22% 21% 20%16%

19%24% 22%

16%

64% 62% 64% 72% 65% 55% 54%73%

0%

20%

40%

60%

80%

100%

Overallsatisfactionwith benefit

Doctor benefits(day-to-day

care)

Medicinebenefits

(day-to-day)

Chronic medsbenefits

Specialist doctorbenefits

Dentistrybenefits

Opticalbenefits

Hospitalbenefits

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

Q11. Thinking about the benefit option you belong to, if 1 is ‘very poor’ and 10 is ‘excellent’, please rate the following Platinum Health benefits.

2018 (N = 1372)

2015 2016 2018

Overall satisfaction with the medical aid benefit 6.7 7.6 8.6

Doctor benefits (day-to-day care) 7.0 7.6 8.4

Medicine benefits (day-to-day needs) 7.0 7.5 8.5

Chronic medication benefits 7.3 7.2 8.7

Specialist doctor benefits 6.0 6.4 8.5

Dentistry benefits 7.0 6.2 8.1

Optical (spectacle) benefits 7.1 5.9 8.0

Hospital benefits 7.3 7.1 8.9

AVERAGE RATINGS


BENEFIT RATINGS BY REGION: 2018

49

1% 2% 2% 2% 2% 2% 3%2% 2% 3% 1% 2% 3% 3%1%

7% 9% 7% 6% 9% 12% 9%4%

18% 16% 17%13%

18%22% 22%

14%

72% 71% 71%78%

69%61% 63%

81%

0%

20%

40%

60%

80%

100%



care)

Medicinebenefits

(day-to-day)



Dentistrybenefits

Opticalbenefits

Hospitalbenefits

RUSTENBURG

4% 5% 3% 5% 3% 5% 4% 4%5% 4% 5% 4% 5% 5% 8% 6%8% 11% 9% 7% 7% 9% 9% 6%

22% 21%19% 17% 17%

21% 16%16%

61% 59% 64% 67% 68%60% 63% 68%

0%

20%

40%

60%

80%

100%



care)

Medicinebenefits

(day-to-day)



Dentistrybenefits

Opticalbenefits

Hospitalbenefits

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

BOSVELD

BENEFIT RATINGS BY REGION: 2018

50

3% 4% 3% 2% 3% 6% 4% 2%1% 6% 4% 4% 7% 5% 10%3%

10%6% 13% 8%

8%19% 15%

5%

23% 18%21%

24%27%

22% 23%

18%

63% 66% 59% 62% 55% 48% 48%

72%

0%

20%

40%

60%

80%

100%



care)

Medicinebenefits

(day-to-day)



Dentistrybenefits

Opticalbenefits

Hospitalbenefits

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

EASTERN LIMB

3% 4% 4% 2% 5% 5% 8% 2%1% 3% 5%2% 3% 5%

7%

2%9%

12% 11%5%

10% 13%17%

4%

26%27% 26%

17%

21%29%

27%

20%

61% 54% 54%

74%61%

48% 41%

72%

0%

20%

40%

60%

80%

100%



care)

Medicinebenefits

(day-to-day)



Dentistrybenefits

Opticalbenefits

Hospitalbenefits

OTHER

BENEFIT EXPECTATIONS

51

In 2018, more than half of members (53%) felt that their benefits were better than they expected, although this proportion has decreased since 2016 (by 26%).

More than a third (39%) felt that benefits were on par with their expectations.

34%

16% 13%8%

32%

45%

8%

39%

34% 39%

79%

53%

0%

20%

40%

60%

80%

100%

2014 2015 2016(1847)

2018(1372*)


On par with expectations

Worse than expected

Q27. Which of these phrases best describes how your Platinum Health benefits meet your expectations?



BENEFIT EXPECTATIONSBY REGION (2015 vs. 2018)

52

9% 5% 8% 9%

38%32%

37%51%

53%63% 55%

40%

0%

20%

40%

60%

80%

100%

Bosveld(514)

Rustenburg(421)

Eastern Limb(141)

Other(296)

2018

Please note: Regional breakdown only available for 2015

15% 22%11% 15%

48% 42%

36%

53%

37% 36%53%

32%

0%

20%

40%

60%

80%

100%



On par with expectations

Worse than expected

2015


REASONS FOR NOT MEETING EXPECTATIONS

53

Among those who felt that their benefits were worse than they expected, the most common reasons were related to ‘poor/slow/inefficient service’ (21%), followed by ‘levies/co-payments’ (19%).

8%

39%

53%

0%

20%

40%

60%

80%

100%

2018(1372*)

Better than

expected

On par with

expectations

Worse than

expected


Q27. (If ‘worse’) Why do you say that?

2%

4% 4%5% 5%

7%8% 8%

9%

11%11%12%

19%20%

11%

0%

5%

10%

15%

20%

25%

2018(97)

Poor/delayed admin procedures

Poor quality doctors/specialists

Long waits for appointments

Members uninformed

Unfriendly/unhelpful staff (general)

Poor/delayed claims procedures

Unfriendly/unhelpful medical staff

Poor value for money

Unhappy with medications prescribed

Lack of doctors/Can't see same doctor

Lack of facilities/Poor accessibility

Restrictions/Not all treatmentscoveredLevies/Out of pocket payments

BENEFIT EXPECTATIONSREASONS WHY BENEFITS ARE WORSE THAN EXPECTED


* Missing: 8

7%

10%

7%

12%

7%

12%

17%

7% 7%

17%

10%

0%

5%

10%

15%

20%

25%

2018(41)


Members uninformed






Restrictions/Not all treatments covered

Levies/Out of pocket payments

Poor/slow/inefficient service

Other

REASONS FOR NOT MEETING EXPECTATIONSBOSVELD

54

Among the Bosveld members who felt that their benefits were worse than they expected, the most common reasons were related to ‘lack of facilities/poor accessibility’ (17%) and ‘poor/slow/inefficient service’ (17%).

9%

38%

53%

0%

20%

40%

60%

80%

100%

Bosveld(514)

Better than

expected

On par with

expectations

Worse than

expected




* Missing: 3

REASONS FOR NOT MEETING EXPECTATIONSRUSTENBURG

55

Among the Rustenburg members who felt that their benefits were worse than expected, the most common reasons were ‘poor/slow/inefficient service’ (33%) and ‘levies/out of pocket payments’ (29%).

5%

32%

63%

0%

20%

40%

60%

80%

100%

Rustenburg(421)

Better than

expected

On par with

expectations

Worse than

expected



10% 10%

5%

19%

14%

10%

14%

29%

33%

10%

0%

5%

10%

15%

20%

25%

30%

35%

2018(21*)







Restrictions/Not all treatmentscovered

Levies/Out of pocket payments


Other


* Missing: 1


REASONS FOR NOT MEETING EXPECTATIONSEASTERN LIMB

56

Please note the small base size for Eastern Limb. Among those in Eastern Limb who felt that their benefits were worse than expected, the most

common reasons were ‘levies/out of pocket payments’ (44%) and ‘poor/slow/inefficient service’ (44%).

8%

37%

55%

0%

20%

40%

60%

80%

100%

Eastern Limb(141)

Better than

expected

On par with

expectations

Worse than

expected



22%

11% 11% 11% 11%

33%

11% 11% 11% 11%

44% 44%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

2018(9*)

Poor/delayed admin procedures

Expensive to add dependents

Members uninformed










* Missing: 3


REASONS FOR NOT MEETING EXPECTATIONSOTHER REGIONS

57

Among the members from Other regions who felt that their benefits were worse than expected, the most common reasons were ‘poor/delayed claims procedures’ (23%), ‘restrictions/not all treatments covered’ (19%) and ‘levies/out of pocket payments’ (19%).

9%

51%

40%

0%

20%

40%

60%

80%

100%

Other(296)

Better than

expected

On par with

expectations

Worse than

expected



4%

8%

4%

8%

23%

15%

4%

8%

4%

19% 19%

4%

12%

0%

5%

10%

15%

20%

25%

30%

2018(26*)



Poor medical aid









Other


* Missing: 1


COMMUNICATIONS

4%

52%

5% 6%2% 3%

1%

10%

2%

89%

9%

2%

8%

2% 3%7%

17%

35%

75%

33%

22%

43%

21%

13%

22%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

PlatinumHealth Info

Guide

SMScommunication

Informationnewsletters

Scheme newsflashes

MedicalScheme

statement

Presentations Promotionalbrochures

Annual /BOTReport

Other

2015

2016

2018

COMMUNICATIONS RECEIVED

59

As seen in previous years, the communications most commonly received from Platinum Health were via SMS (75% in 2018).

More than a third of members reported receiving the Medical Scheme statement (43%) and Platinum Health Information Guide (35%).

A third of members also received information newsletters.

Q12. I am going to list some communication material Platinum Health may send out. Please tell me which you receive, or have received in the past.

Please note: Statistics not available for 2017;‘Other’ not included in 2018

RANKINGS OF COMMUNICATION TYPES

60

SMS communication had the largest share of 1st place rankings, representing more than half of 1st place rankings (56%).

Of all the members who ranked SMS communication in the top 4, most had ranked it in 1st place (75%).

Q13. Please rank how effective these communications are in keeping you informed about the medical aid.

1%

1%

2%

7%

8%

11%

14%

56%

0% 10% 20% 30% 40% 50% 60% 70% 80%

Promotional brochures

Annual/BOT Report

Scheme News Flashes

Presentations

Information newsletters

Medical Scheme statement

Platinum Information Guide

SMS communication

COMMUNICATIONS RANKED 1ST

2% 9% 10% 15% 17% 27% 33% 31%5%

20% 20%28% 18%

29% 26% 35%

18%

30%42%

32%

21%

33% 31%30%

75%

41%28% 25%

44%

11% 10% 4%

0%

20%

40%

60%

80%

100%

SMScommunication

PH InfoGuide

MedicalScheme

statement

Informationnewsletters

Presentations SchemeNews

Flashes

AnnualReport

PromotionalBrochures

OVERALL RANKINGS

Ranked 1st

Ranked 2nd

Ranked 3rd

Ranked 4th

PERCEPTIONS OF MEDICAL SCHEME

PERCEPTIONS OF MEDICAL SCHEME (RATINGS)

62

Perceptions of Platinum Health appear to have improved since 2016. In 2018, the majority of members (92%) were in agreement that Platinum Health ‘uses language that is

easy to understand’. As seen in 2016, most members did not agree that Platinum Health ‘makes me feel cheated’ or ‘often

makes me angry’.

Q14. I am now going to read you some statements. If 1 is strongly disagree and 10 is strongly agree, please give me a score for Platinum Health for each of these statements.

26% 28% 31% 27%

91% 88%

30%42%

33% 28%

36% 36% 37% 36%

6% 7%

35%23%

35%33%

38% 35% 32% 36%

2% 4%

34% 29% 32% 39%

0%

20%

40%

60%

80%

100%

Hasaffordablepremiums

Helps solvemy problems

Answers myquestions

Is friendly& helpful

Makes mefeel cheated

Often makesme angry

Providesprofessional

service

Has goodclaims

procedures

Meets myexpectations

Useslanguageeasy to

understand

Strongly Agree (9-10)

Agree (7-8)

Disagree/Neutral (0-6)

2016

17% 19% 18% 17%

86% 83%

18% 19% 18% 8%

23% 25% 28% 24%

7% 10%

23% 25% 25%21%

60% 56% 54% 59%

7% 7%

59% 56% 57%71%

0%

20%

40%

60%

80%

100%

Hasaffordablepremiums

Helps solvemy problems

Answers myquestions

Is friendly& helpful

Makes mefeel cheated

Often makesme angry

Providesprofessional

service

Has goodclaims

procedures

Meets myexpectations

Useslanguageeasy to

understand

2018


PERCEPTIONS OF MEDICAL SCHEME (RATINGS)

63

In 2018, the majority of members were in agreement that Platinum Health ‘offers good benefits’ (87%). In 2018, 65% of members were not of the opinion that Platinum Health ‘restricts my choices’. However, nearly a quarter disagreed that Platinum Health ‘gives me feedback quickly’ (23%).

Q14. I am now going to read you some statements. If 1 is strongly disagree and 10 is strongly agree, please give me a score for Platinum Health for each of these statements.

59%

30% 29% 29% 29% 32% 28% 29% 27%

22%

36% 37% 35% 37% 33% 35% 35% 34%

19%33% 34% 35% 35% 35% 36% 36% 38%

0%

20%

40%

60%

80%

100%

Restricts mychoices

Meets myneeds

Offers goodbenefits

Is easy towork with

Is alwaysthere

for me

Gives mefeedbackquickly

Offers valuefor money

Pays attentionto my needs

Is the idealmedical aid

for me

Strongly Agree (9-10)

Agree (7-8)

Disagree/Neutral (0-6)

2016

2018

65%

18% 13% 17% 19% 23% 21% 20% 17%

14%

26%25% 25% 23% 25% 23% 25% 21%

21%

56% 62% 58% 58% 52% 56% 55% 62%

0%

20%

40%

60%

80%

100%

Restricts mychoices

Meets myneeds

Offers goodbenefits

Is easy towork with

Is alwaysthere

for me

Gives mefeedbackquickly

Offers valuefor money

Pays attentionto my needs

Is the idealmedical aid

for me


Rating of Services & Procedures

64

As seen in 2016, the services/procedures with the highest ratings in 2018 were ‘how easy it is to understand the language used in written communication’ (8.8) and ‘overall quality of admin/service’ (8.4).

The lowest ratings were seen for ‘receiving benefit information in time to make decisions’ (7.4).

Q15. I would like you to rate certain aspects of the service you receive. If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score Platinum Health with regard to…

3%13% 2% 4% 3% 2%

16% 8% 15%3%5%

5% 5% 4% 2%2%

4%3%9%

11%10% 11% 11%

6%

5% 7%6%

24%21%

28% 27% 27%23%

13% 19% 18%

61%50% 55% 53% 55%

67% 64% 62% 58%

0%

20%

40%

60%

80%

100%

Quality ofadmin/service

Receivingbenefit info

in time

Easy tounderstand

benefits

Easy tounderstandchanges to

benefits

Easy tofollow

med schemeprocedures

Easy tounderstandlanguage in

written comm.

Receiptof tax

certificate

Processing ofmembershipapplicationor changes

Receipt ofmedicalaid card

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

2018

2014 2015 2016 2018

Overall quality of admin/service (past 6 months) 7.0 7.1 7.6 8.4

Receiving benefit info in time to make decisions at the end of the year 7.5 6.8 7.3 7.4

How easy it is to understand the medical scheme benefits 7.6 7.4 7.4 8.3

How easy it is to understand info about changes to benefits 7.6 7.3 7.2 8.1

How easy it is to follow the medical scheme procedures 7.6 7.2 7.4 8.2

How easy it is to understand the language used in written communication 8.2 8.0 7.6 8.8

Receipt of your tax certificate - - 7.4 7.8

Processing of your membership application and/or changes - - 7.5 8.2

Receipt of your medical aid card - - - 7.7

AVERAGE RATINGS


TOUCH POINT RATINGS

RATING OF CLIENT LIAISON DEPARTMENT

66

Q16. You interacted with the Platinum Health CLIENT LIAISON DEPARTMENT during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, what score would you

give the CLIENT LIAISON DEPARTMENT in terms of ….?

2014 2015 2016 2017 2018

Overall quality of service 6.7 7.2 7.4 7.7 8.2

Efficiency in dealing with your question 6.7 7.0 7.2 8.2 8.2

Answering the phone quickly 6.3 6.1 7.5 7.8 7.3

Answering your questions 6.7 7.1 7.3 7.8 8.1

Making sure that you speak to the right department or person 6.7 7.1 7.6 7.7 8.1

Staff having your best interests at heart 7.8 8.2 7.5 7.8 7.9

Treated you in a professional way 7.1 7.1 8.0 8.1 8.3

Understanding and responding to your needs 6.9 7.1 7.4 7.7 8.1

Respectfulness of the staff toward you 7.2 7.3 7.7 7.8 8.4

Showing that Platinum Health considers your request important 7.0 7.3 7.3 7.7 8.1

Knowledge the staff had about how to help you 7.1 6.9 7.7 7.8 8.3

Speaking to you in a language you understand 6.7 6.9 7.9 8.0 8.7

AVERAGE RATINGS

In 2018, the highest ratings related to the Client Liaison Department were for ‘speaking to you in a language you understand’ (8.7), ‘respectfulness of the staff toward you’ (8.4), ‘treated you in a professional way’ (8.3) and ‘knowledge the staff had about how to help you’ (8.3).

The lowest ratings were seen for ‘answering the phone quickly’ (7.3).

RATING OF CLIENT LIAISON DEPARTMENT: 2018

67

Q16. You interacted with the Platinum Health CLIENT LIAISON DEPARTMENT during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, what score would you

give the CLIENT LIAISON DEPARTMENT in terms of ….?

4% 5% 9% 4% 5% 5%4% 3%

7%4% 3% 6%

11% 9%

15%

13% 11%13%

24% 26%

23%

22% 24%23%

57% 57%46%

57% 57% 53%

0%

20%

40%

60%

80%

100%

Overallquality ofservice

Efficiencyin dealingwith yourquestion

Answeringthe phone

quickly

Answeringyour

questions

Making sureyou speak to

the rightdept/person

Staff havingyour bestinterestsat heart

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

4% 4% 3% 5% 3% 3%4% 4% 3% 5% 4% 1%

9% 13%10%

9% 10%7%

22%25%

23%25% 23%

18%

61%54%

61% 56% 60%71%

0%

20%

40%

60%

80%

100%

Treatedyou in a

professionalway

Understandingand respondingto your needs

Respectfulnessof the stafftoward you

Showing thatPH considersyour request

important

Knowledge thestaff had abouthow to help you

Speaking toyou in a

language youunderstand

RATING OF GENERAL PRACTITIONER (GP)

68

Q17. You VISITED THE GP recommended by Platinum Health during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score your experience

with the Doctor in terms of….?

2015 2016 2017 2018

RECEPTION STAFF

Attended to you quickly 7.9 7.8 8.2 8.4

Respectfulness of the staff toward you 8.1 8.1 8.4 8.6

Were friendly and helpful 8.0 8.2 8.4 8.6

Speaking to you in a language you understand 8.2 8.2 8.5 9.0

Treated you in a professional way 8.0 8.1 8.4 8.7

Explained what you needed to know about the reception/facilities 8.0 7.9 8.3 8.5

MEDICAL PRACTITIONER

Overall rating of the doctor you consulted 8.0 8.2 8.2 8.9


Made you feel comfortable 8.0 8.3 8.3 9.0

Respectfulness toward you 8.0 8.3 8.3 9.1

Was efficient 8.0 8.2 8.2 8.8

Knowledge the doctor had about how to help you 7.9 8.3 8.2 9.0

Was sympathetic 8.1 8.2 8.3 8.9

Gave you helpful advice 7.9 8.2 8.2 8.9

AVERAGE RATINGS

In 2018, the highest ratings related to the GP were for ‘speaking to you in a language you understand’ ‘treated you in a professional way’, ‘made you feel comfortable’ and ‘knowledge the doctor had about how to help you’ (average of 9.0 each).

The lowest ratings in 2018 were for reception staff with regard to ‘attended to you quickly’ (8.4).

RATING OF GENERAL PRACTITIONER: 2018

69

3% 2% 2% 1% 2% 4%5% 4% 4% 2% 4% 4%10% 8% 9%

6% 8% 8%

21%20% 20%

19%19% 20%

61% 66% 65% 72% 67% 64%

0%

20%

40%

60%

80%

100%

Attendedto youquickly

Respectfulnesstowards you

Werefriendly and

helpful

Spoke ina language

you understand

Treatedyou in a

professionalway

Explained whatyou needed to

know aboutreception/facilities

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

Q17. You VISITED THE GP recommended by Platinum Health during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score your experience

with the Doctor in terms of….?

RECEPTION STAFF

3% 2% 2% 2% 3% 2% 2% 2%2% 2% 1% 1% 4% 3% 3% 3%

6% 5% 6% 5% 5% 4% 6% 5%

17% 16% 15% 15%16% 16% 15% 16%

72% 75% 76% 77% 72% 75% 74% 74%

0%

20%

40%

60%

80%

100%

Overall ratingof doctor

Treated youin a professional

way

Made youfeel comfortable

Respectfulnesstoward you

Was efficient Knowledge doctorhad about how

to help you

Wassympathetic

Gave youhelpfuladvice

MEDICAL PRACTITIONER

RATING OF GENERAL PRACTITIONER (GP) BOSVELD (2017 vs. 2018)

70

BOSVELDOVERALL

THABAZIMBI CLINIC

NORTHAM AMANDELBULTSIYANDA

BAKGATLA

2017 2018 2017 2018 2017 2018 2017 2018 2017 2018

Base sizes 225 22* 49 99 55

RECEPTION STAFF

Attended to you quickly 7.9 8.2 8.3 7.9 8.1 7.9 8.2 8.4 8.3 8.3

Respectfulness of the staff toward you 8.3 8.5 8.4 8.5 8.3 8.5 8.2 8.7 8.5 8.4

Were friendly and helpful 8.3 8.4 8.4 7.5 8.3 8.3 8.3 8.7 8.4 8.4

Speaking to you in a language you understand 8.4 9.0 8.5 9.1 8.4 9.2 8.3 9.1 8.5 8.6

Treated you in a professional way 8.4 8.5 8.5 8.5 8.3 8.5 8.3 8.6 8.5 8.4

Explained what you needed to know about the reception/facilities

7.9 8.6 8.4 7.8 8.2 8.7 8.3 8.7 8.4 8.5

MEDICAL PRACTITIONERS

Overall rating of the doctor you consulted 8.2 8.9 8.3 8.8 8.3 8.9 8.1 9.0 8.4 8.7


Made you feel comfortable 8.3 8.8 8.3 8.2 8.4 8.8 8.0 8.9 8.3 8.9

Respectfulness toward you 8.1 9.0 8.3 8.9 8.1 8.9 7.9 9.1 8.5 8.9

Was efficient 8.2 8.7 8.4 8.6 8.1 8.7 8.1 8.6 8.3 8.7

Knowledge the doctor had about how to help you

8.3 9.1 8.4 9.3 8.1 9.2 8.0 9.1 8.4 9.0

Was sympathetic 8.3 8.8 8.5 8.0 8.3 8.6 8.1 9.1 8.3 8.9

Gave you helpful advice 8.3 8.9 8.5 9.0 8.3 8.9 8.2 8.9 8.5 8.8

Q17. You VISITED THE GP recommended by Platinum Health during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’,

how would you score your experience with the Doctor in terms of….?*Very small base size

RATING OF GENERAL PRACTITIONER (GP) RUSTENBURG (2017 vs. 2018)

71

RUSTENBURGOVERALL

RB PLATSPH MEDICAL

CENTRE

2017 2018 2017 2018 2017 2018

Base sizes 230 53 177

RECEPTION STAFF

Attended to you quickly 8.6 8.8 8.5 8.9 8.6 8.7

Respectfulness of the staff toward you 8.4 9.0 8.5 9.1 8.7 9.0

Were friendly and helpful 8.5 9.0 8.5 9.2 8.6 8.9

Speaking to you in a language you understand 8.5 9.3 8.4 9.5 8.8 9.2

Treated you in a professional way 8.5 9.0 8.5 9.1 8.7 9.0


8.6 9.0 8.5 9.3 8.7 9.0


Overall rating of the doctor you consulted 8.4 9.2 8.3 9.5 8.5 9.1


Made you feel comfortable 8.4 9.2 8.3 9.4 8.6 9.1

Respectfulness toward you 8.3 9.3 8.4 9.5 8.4 9.2

Was efficient 8.4 9.0 8.6 9.6 8.4 8.9

Knowledge the doctor had about how to help you 8.3 9.2 8.5 9.5 8.5 9.1

Was sympathetic 8.4 9.1 8.5 9.6 8.4 8.9

Gave you helpful advice 8.4 9.1 8.2 9.5 8.5 9.0


how would you score your experience with the Doctor in terms of….?

RATING OF GENERAL PRACTITIONER (GP) EASTERN LIMB (2017 vs. 2018)

72


how would you score your experience with the Doctor in terms of….?

EASTERNLIMB

OVERALL

Jane FurseClinic

ModikwaClinic

Burgersfort Clinic

2017 2018 2017 2018 2017 2018 2017 2018

Base sizes 57 10* 29* 18*

RECEPTION STAFF

Attended to you quickly 8.4 9.2 - 9.5 8.2 9.8 8.3 7.9

Respectfulness of the staff toward you 8.5 9.3 - 9.6 8.4 9.9 8.3 8.2

Were friendly and helpful 8.4 9.3 - 9.5 8.3 9.7 8.3 8.5

Speaking to you in a language you understand 8.5 9.4 - 9.4 8.4 9.7 8.3 8.8

Treated you in a professional way 8.6 9.3 - 9.5 8.4 9.8 8.5 8.6


8.4 9.1 - 9.2 8.3 9.6 8.2 8.1


Overall rating of the doctor you consulted 8.3 9.6 - 9.4 8.5 10.0 8.2 9.2


Made you feel comfortable 8.4 9.5 - 9.4 8.6 9.7 8.4 9.1

Respectfulness toward you 8.3 9.6 - 9.4 8.6 10.0 8.2 9.1

Was efficient 8.3 9.3 - 9.3 8.5 9.6 8.3 8.9

Knowledge the doctor had about how to help you

8.3 9.6 - 9.4 8.6 9.9 8.5 9.1

Was sympathetic 8.4 9.5 - 9.4 8.6 9.8 8.4 8.9

Gave you helpful advice 8.3 9.6 - 9.4 8.4 10.0 8.3 8.9

*Very small base sizes

RATING OF NURSE

73Q18. You visited a Platinum Health NURSE during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score your experience with the Nurse in terms of….?

AVERAGE RATINGS

2015 2016 2017 2018

Overall rating of the nurse you consulted 7.1 7.8 8.1 8.9





Knowledge the nurse had about how to help you 7.3 8.0 8.2 9.0

Was sympathetic 7.4 8.0 8.1 8.9

Gave you helpful advice - 7.9 8.2 8.9

3% 3% 3% 2% 4% 2% 3% 3%2% 3% 2% 3% 3% 3% 3% 3%6% 4% 5% 5% 4% 5% 6% 5%18% 15% 15% 14% 16% 15% 13% 14%

71% 75% 75% 76% 73% 75% 75% 75%

0%

20%

40%

60%

80%

100%

Overall rating ofthe nurse you

consulted

Treated you in aprofessional way

Made you feelcomfortable


Was efficient Knowledge thenurse had abouthow to help you

Was sympathetic Gave you helpfuladvice

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

2018

In 2018, the highest ratings with regard to visiting a Platinum Health nurse were for ‘treated you in a professional way’, ‘made you feel comfortable’, ‘respectfulness toward you’ and ‘knowledge the nurse had about how to help you’ (average of 9.0 each).

RATING OF NURSE BOSVELD (2017 vs. 2018)

74

Q18. You visited a Platinum Health NURSE during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, how

would you score your experience with the Nurse in terms of….?

BOSVELDOVERALL

ThabazimbiClinic

Northam AmandelbultSiyanda Bakgatla

2017 2018 2017 2018 2017 2018 2017 2018 2017 2018

Base sizes 245 22* 88 86 49

Overall rating of the nurse you consulted 7.8 8.7 7.8 7.6 8.0 9.0 7.7 8.5 8.3 8.8


Made you feel comfortable 8.1 8.7 8.1 7.4 8.2 9.0 8.1 8.5 8.3 8.8


Was efficient 8.0 8.5 8.0 7.5 8.1 8.9 8.0 8.4 8.3 8.6

Knowledge the nurse had about how to help you 8.0 8.8 8.0 7.4 8.1 9.3 8.0 8.6 8.3 8.8

Was sympathetic 8.0 8.6 8.0 7.2 8.2 9.0 8.0 8.4 8.3 8.6

Gave you helpful advice 8.0 8.7 8.2 7.0 8.0 9.2 8.0 8.6 8.2 8.8


RATING OF NURSE RUSTENBURG (2017 vs. 2018)

75

RUSTENBURGOVERALL

RB PlatsPH Medical

Centre

2017 2018 2017 2018 2017 2018


Overall rating of the nurse you consulted 8.3 9.2 8.4 9.4 8.3 9.1


Made you feel comfortable 8.3 9.3 8.3 9.5 8.4 9.2


Was efficient 8.2 9.2 8.1 9.5 8.3 9.1

Knowledge the nurse had about how to help you 8.3 9.3 8.2 9.6 8.4 9.1

Was sympathetic 8.3 9.3 8.2 9.4 8.3 9.2

Gave you helpful advice 8.2 9.2 8.2 9.6 8.3 9.1



RATING OF NURSE EASTERN LIMB (2017 vs. 2018)

76

EASTERNLIMB

OVERALL

Jane FurseClinic

ModikwaClinic

Burgersfort Clinic

2017 2018 2017 2018 2017 2018 2017 2018

Base sizes 69 7* 38 24*

Overall rating of the nurse you consulted 8.2 9.3 - 8.1 8.4 9.8 8.3 8.9


Made you feel comfortable 8.3 9.4 - 8.1 8.3 9.9 8.3 9.0


Was efficient 8.3 9.3 - 8.1 8.4 9.8 8.2 9.0

Knowledge the nurse had about how to help you 8.3 9.3 - 8.3 8.4 9.8 8.2 8.8

Was sympathetic 8.2 9.4 - 8.1 8.4 9.9 8.3 9.0

Gave you helpful advice 8.1 9.3 - 8.3 8.3 9.8 8.2 8.8




RATING OF PHARMACY

77

2015 2016 2017 2018

PHARMACY STAFF




Attended to you quickly 7.8 7.9 8.2 8.6

PHARMACIST


How easily could you understand the instructions on the medicine labels 8.8 8.6 8.8 9.2

Explained how to use the medicine 8.7 8.4 8.7 9.3

How easily could you understand the language the pharmacist used 8.7 8.4 8.7 9.3

AVERAGE RATINGS

In 2018, average ratings related to the pharmacy were 9 or higher (out of 10) for all service aspects apart from ‘attended to you quickly’ (8.6).

1% 1% 1% 3% 1% 1% 1% 1%1% 2% 1% 3% 2% 1%5% 3% 4%8%

4% 4% 4% 3%

19% 19% 19%20%

18% 16% 14% 16%

74% 75% 75% 66% 75% 79% 80% 80%

0%

20%

40%

60%

80%

100%

Staff werefriendly and

helpful

Staffrespectfulness

toward you

Staff treatedyou in a

professional way

Staff attendedto you quickly

Pharmacistrespectfulness

toward you

Easy tounderstand

instructions onmedicine labels

Explained how touse the medicine

Easy tounderstand

language thepharmacist used

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

2018

RATING OF PHARMACY BOSVELD (2017 vs. 2018)

78

BOSVELDOVERALL

ThabazimbiClinic

Northam AmandelbultSiyanda Bakgatla

2017 2018 2017 2018 2017 2018 2017 2018 2017 2018

Base sizes 77 15* 19* 32 11*

PHARMACY STAFF

Were friendly and helpful 8.5 9.2 8.6 9.4 8.6 9.3 8.4 9.3 8.3 8.8



Attended to you quickly 8.4 8.1 8.5 9.5 8.5 8.4 8.3 7.7 8.3 7.1

PHARMACIST


How easily could you understand the instructions on the medicine labels

8.6 9.6 8.7 9.6 8.7 9.6 8.3 9.5 8.4 9.6

Explained how to use the medicine 8.6 9.6 8.5 9.6 8.6 9.6 8.3 9.6 8.5 9.8

How easily could you understand the language the pharmacist used

8.6 9.5 8.6 9.3 8.7 9.6 8.3 9.4 8.4 9.7

Q19. You Platinum Health PHARMACY during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score your

experience with the pharmacy in terms of….?*Very small base size

RATING OF PHARMACY RUSTENBURG (2017 vs. 2018)

79

RUSTENBURGOVERALL

RB PlatsPH Medical

Centre

2017 2018 2017 2018 2017 2018


PHARMACY STAFF

Were friendly and helpful 8.5 9.3 8.6 9.6 8.8 9.2



Attended to you quickly 8.4 9.3 8.3 9.4 8.7 9.2

PHARMACIST



8.8 9.4 8.6 9.6 9.0 9.4

Explained how to use the medicine 8.7 9.5 8.5 9.5 8.9 9.5


8.7 9.6 8.5 9.8 8.9 9.5


experience with the pharmacy in terms of….?

RATING OF PHARMACY EASTERN LIMB (2017 vs. 2018)

80

EASTERNLIMB

OVERALL

Jane FurseClinic

ModikwaClinic

Burgersfort Clinic

2017 2018 2017 2018 2017 2018 2017 2018

Base sizes 49 5* 23* 21*

PHARMACY STAFF

Were friendly and helpful 8.2 9.5 - 8.8 8.2 9.7 8.2 9.3



Attended to you quickly 8.4 9.4 - 8.8 7.9 9.7 8.4 9.4

PHA9RMACIST



8.4 9.4 - 8.8 8.3 9.7 8.4 9.4

Explained how to use the medicine 8.6 9.4 - 8.8 8.4 9.6 8.5 9.4


8.4 9.5 - 8.5 8.3 9.7 8.5 9.4


experience with the pharmacy in terms of….?

*Very small base sizes

RATING OF CHRONIC PHARMACY

81

Q20. Have you interacted with the Platinum Health CHRONIC PHARMACY during the past six months? If 1 is ‘very poor’ and 10 is ‘excellent’ how would you score your

experience in terms of…?

AVERAGE RATINGS

TOTAL SAMPLE

BOSVELD RUSTENBURGEASTERN

LIMB

2014 2015 2016 2017 2018 2015 2016 2017 2018 2015 2016 2017 2018 2015 2016 2017 2018

Overall quality of service 8.1 8.0 8.2 8.5 8.9 8.1 8.0 8.1 8.2 8.1 8.8 8.6 9.0 7.6 7.9 8.0 8.8

Respect shown toward you by the staff

8.2 7.9 8.2 8.4 9.0 8.0 8.0 8.1 8.8 8.0 8.8 8.7 9.1 7.8 8.0 8.2 9.0

How efficiently was your application for chronic medication dealt with

8.3 8.0 8.2 8.4 8.9 8.0 8.0 8.3 8.4 8.2 8.9 8.5 9.0 7.9 8.0 8.3 8.8

Chronic medication is delivered on time

8.0 8.0 8.2 8.5 9.0 7.9 8.1 8.0 8.8 8.3 8.7 8.7 9.2 7.3 7.8 8.1 8.7

Friendliness and courtesy of the chronic medication pharmacy

8.0 7.9 8.2 8.4 8.9 7.9 8.0 8.2 8.6 7.8 8.8 8.8 8.8 8.1 8.1 8.2 8.7

How easily you understand the instructions on the medication labels

8.5 8.1 8.5 8.6 9.1 8.0 8.2 8.3 9.0 8.5 8.8 8.6 9.1 8.1 8.1 8.2 9.2

Professionalism of the chronic pharmacy staff

8.3 7.9 8.1 8.4 8.9 7.9 7.9 8.0 8.0 7.9 8.7 8.6 9.0 8.1 8.0 8.3 8.8

How efficiently did the chronic medication pharmacy process applications for repeat medication

8.2 7.8 8.3 8.4 8.9 7.6 8.1 8.2 8.4 8.2 8.9 8.8 9.0 8.0 8.0 8.2 8.8

In 2018, the highest average rating overall for the Chronic Pharmacy were for ‘how easily you understand the instructions on the medication labels’ (9.1). For the total sample, all ratings were 8.9 or higher.

RATING OF CHRONIC PHARMACY: 2018

82

2% 2% 3% 2%5% 4% 4% 3%

22% 21% 22% 18%

70% 72% 70% 76%

0%

20%

40%

60%

80%

100%


Respect showntoward you

by staff

How efficientlyapplication forchronic medswas dealt with

Chronic medsdeliveredon time

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

1% 1% 2%3% 2% 2% 2%6% 4% 5% 5%

20% 15% 18% 19%

71% 78% 74% 72%

0%

20%

40%

60%

80%

100%

Friendliness/courtesy of

chronicpharmacy

How easilyyou understand

instructionson labels

Professionalismof staff

How efficientlyapplications for

repeat medswere processed

Q20. Have you interacted with the Platinum Health CHRONIC PHARMACY during the past six months? If 1 is ‘very poor’ and 10 is ‘excellent’ how would you score your

experience in terms of…?

*Please note, some

bars too small to

display percentages

(=1%)

RATING OF AUTHORISATION /CASE MANAGEMENT DEPARTMENT

83

AVERAGE RATINGS

TOTAL SAMPLE

BOSVELD RUSTENBURGEASTERN

LIMB

2015 2016 2017 2018 2016 2017 2018 2016 2017 2018 2016 2017 2018

Overall quality of service 7.9 - 8.2 8.6 - 8.1 9.1 - 8.3 8.2 - 8.3 8.2

Understanding and responding to your needs 7.9 7.8 8.3 8.6 7.7 8.1 9.2 8.1 8.4 8.4 7.9 8.2 7.8

How promptly the staff respond when you call 7.8 - 8.1 8.3 - 8.3 9.0 - 8.2 8.1 - 8.2 7.8

Having your best interests at heart 7.7 7.8 8.2 8.4 7.5 8.0 8.9 8.0 8.4 8.3 7.8 8.2 7.3

Treated you in a professional way 7.9 - 8.2 8.7 - 8.3 9.2 - 8.3 8.5 - 8.4 8.1

Fully explaining any costs not covered by Platinum Health

7.2 7.7 8.0 8.1 7.3 8.0 9.1 8.0 8.3 7.9 7.5 8.3 7.0

Respectfulness toward you 7.9 - 8.3 8.7 - 8.2 9.0 - 8.5 8.7 - 8.3 8.1

Answering all your questions 7.5 7.7 8.1 8.6 7.6 8.0 8.7 7.9 8.1 8.3 7.7 8.2 7.9

Knowledge the staff had about how to help you

- - - 8.6 - - 8.8 - - 8.6 - - 7.8

Offering advice regarding the procedure or hospitalisation process

7.3 7.9 8.2 8.4 7.4 7.9 8.9 8.3 8.5 8.0 7.5 8.1 7.8

Used language that you could understand - - 8.4 8.9 - 8.4 8.8 - 8.3 8.9 - 8.3 8.2

Efficiency in processing your authorisation 7.4 7.6 8.3 8.6 7.5 8.6 9.0 7.7 8.1 8.2 7.6 8.4 8.3

Q21. You have contacted the Platinum Health AUTHORISATION / CASE MANAGEMENT DEPARTMENT for a procedure or hospitalisation during the past 6 months. If 1 is ‘very

poor’ and 10 is ‘excellent’, how would you score your experience in terms of…?

The highest average ratings for the Authorisation/Case Management Department were for ‘treated you in a professional way’ (8.7) and ‘respectfulness toward you’ (8.7), while the lowest was for ‘fully explaining any costs not covered by Platinum Health’ (8.1).

RATING OF AUTHORISATION /CASE MANAGEMENT DEPARTMENT: 2018

84

4% 3% 6% 4% 4% 7%2% 3% 3% 2% 2%5%7% 4%

6% 9% 6%7%

18% 23%23% 21% 21%

20%

69% 67% 62% 64% 67% 61%

0%

20%

40%

60%

80%

100%


Understandingand respondingto your needs

How promptlythe staff respond

when you call

Having yourbest interests

at heart

Treated youin a

professional way

Fully explainedany costs not

covered by PH

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

3% 3% 2% 6% 2% 3%1% 3% 3% 2%1% 3%6% 6% 4% 5%

4% 6%

20% 20% 24% 21%20%

21%

70% 68% 67% 66% 73% 67%

0%

20%

40%

60%

80%

100%


Answeringall your

questions

Knowledge thestaff had abouthow to help you

Offering adviceregarding procedure

or hospitalisationprocess

Used languageyou could

understand

Efficiency inprocessing your

authorisation

Q21. You have contacted the Platinum Health AUTHORISATION / CASE MANAGEMENT DEPARTMENT for a procedure or hospitalisation during the past 6 months. If

1 is ‘very poor’ and 10 is ‘excellent’, how would you score your experience in terms of…?

SPECIALIST LAST VISITED: 2018

85

In 2018, the specialists most commonly seen by members were an orthopaedic surgeon (14%) and gynaecologist (14%), followed by a neurologist (10%).

10%

1%

3%

4%

4%

5%

5%

6%

7%

8%

9%

10%

14%

14%

0% 5% 10% 15% 20% 25% 30%

Other

Thoracic surgeon

Psychologist/Psychiatrist

Oncologist

Paediatrician

Urologist

Cardiologist

ENT

Ophthalmologist

General surgeon

Specialist physician

Neurologist

Gynaecologist

Orthopaedic surgeon

Q22. You visited a SPECIALIST recommended by Platinum Health during the past six months. What kind of specialist did you see?

Please note: Statistics not available for previous years

RATING OF SPECIALIST: 2018

86Q23. You visited a SPECIALIST recommended by Platinum Health during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score your experience with the specialist in terms of…?

2018

RECEPTION STAFF

Attended to you quickly 9.1

Respectfulness of the staff toward you 9.2

Were friendly and helpful 9.2

Used language you could understand easily 9.3

Treated you in a professional way 9.3

How long you waited before seeing the Specialist 8.4

MEDICAL SPECIALIST

Overall rating of the Specialist you consulted 9.2

Answering all your questions 9.3

Made you feel comfortable 9.2

Treated you in a professional way 9.3

Being friendly and courteous 9.3

Respectfulness toward you 9.4

Listening to your needs 9.3

Clearly explaining what they were going to do 9.3

Being polite 9.3

Making you feel they cared about you 9.2

AVERAGE RATINGS

5% 3% 4% 3% 3%

19% 18% 18% 15% 17%

74% 77% 76% 82% 78%

0%

20%

40%

60%

80%

100%

Receptionstaff attended to

you quickly

Respectful-ness of the staff

toward you

Staff were friendlyand helpful

Staff usedlanguage you

could understandeasily

Staff treated youin a professional

way

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

2%2% 2% 2% 2% 2%14% 14% 15% 13% 14%

82% 82% 81% 83% 81%

0%

20%

40%

60%

80%

100%

Respectfulnessof specialisttoward you

Specialistlistened toyour needs

Clearly explainedwhat they were

going to do

Being polite Making youfeel they cared

about you

In 2018, the highest ratings related to specialists were for ‘respectfulness [of the specialist] toward you’ (9.4), while the lowest ratings were for ‘how long you waited before seeing the specialist’ (8.4).

4% 4% 2% 1% 2% 1%8%

2% 2% 3% 3% 2%

23%

15% 14% 14% 14% 14%

61%80% 82% 80% 81% 82%

0%

20%

40%

60%

80%

100%

How long youwaited before

seeing thespecialist

Overall rating ofthe specialist you

consulted

Answering allyour questions

(specialist)

Specialistmade you feelcomfortable

Specialisttreated you in aprofessional way

Specialist wasfriendly andcourteous

*Please note,

some bars

too small to

display

percentages

(=1% each)

RATING OF DENTIST

87Q24. You used the DENTIST during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score your experience in terms of…?

2013 2014 2015 2018

DENTAL RECEPTION

Staff attended to you quickly 8.9 8.5 8.6 8.9

Respectfulness of the staff toward you 8.7 8.6 8.9 9.1


Used language you could understand easily 8.8 8.6 8.9 9.3


Explained what you needed to know about the reception and facilities

8.8 8.7 8.7 8.9

DENTAL PRACTITIONER

Overall rating of the Dentist you consulted 8.6 8.9 8.5 8.9





Knowledge the Dentist had about how to help you 8.6 9.0 8.6 9.1

Was sympathetic - - - 9.0

Gave you helpful advice - - - 9.1

AVERAGE RATINGS

In 2018, the highest average rating related to the dentist were for the dental reception using ‘language you could understand easily’ (9.3).

The lowest ratings were for reception staff ‘attended to you quickly’, reception staff ‘explained what you needed to know’ and the ‘overall rating of the dentist you consulted’ (average of 8.9 each).

RATING OF DENTIST: 2018

88

2%2% 1% 1% 3%5% 5% 6% 4% 4%

21% 17% 19%18% 18%

19%

71% 76% 74% 79% 77% 72%

0%

20%

40%

60%

80%

100%

Attendedto youquickly

Respectfulnesstowards you

Werefriendly and

helpful

Used languageyou could

easily understand

Treatedyou in a

professionalway

Explained whatyou needed to

know aboutreception/facilities

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

DENTIST RECEPTION

2% 2% 2% 1% 2% 3% 2% 1%4% 2% 2% 2% 2% 2% 3% 3%4% 3% 3% 3% 3% 2% 4% 3%

16% 14% 14% 13% 17% 14% 12% 13%

74% 79% 79% 81% 76% 79% 79% 80%

0%

20%

40%

60%

80%

100%

Overall ratingof dentist

Treated youin a professional

way

Made youfeel comfortable


Was efficient Knowledgedentist

had about howto help you

Wassympathetic

Gave youhelpfuladvice

DENTAL PRACTITIONER

Q24. You used the DENTIST during the past six months. If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score your experience in terms of…?

*Please note, some

bars too small to

display percentages

(=1%)

RATING OF CLAIMS PROCEDURES

89

Q25. You submitted a claim to Platinum Health. If 1 is ‘very poor’ and 10 is ‘excellent’, how would you score your experience in terms of the payment of your claim?

Q25. Did you receive an SMS notification about your claim?

AVERAGE RATINGS

2013 2014 2015 2018

Claims are paid within 30 days 7.4 7.8 7.4 7.5

The claims are easy to submit 6.7 8.7 7.4 8.1

Explanations given when claims not paid in full / rejected 7.1 6.9 6.5 6.8

The claim statement is easy to understand 6.7 8.4 7.8 8.0

With regard to submitting claims, the highest ratings in 2018 were for ‘the claims are easy to submit’ (8.1) and ‘the claim statement is easy to understand’ (8.0).

As seen in 2014 and 2015, the lowest ratings were for ‘explanations given when claims are not paid in full / rejected’ (6.8).

11% 6%18%

7%6%

4%

6%

2%

12%11%

13%

8%

18%23%

20%

31%

53% 56%43%

52%

0%

20%

40%

60%

80%

100%

Claims paidwithin 30 days

Claims easyto submit

Explanationsgiven when

claims not paid

Claimstatement

easy tounderstand

Excellent (9-10)

Good (7-8)

Average (5-6)

Poor (3-4)

Very poor (1-2)

2018

87%

13%

SMS Notification Received(2018)

Yes

No

MEMBER ADVICE TO PLATINUM HEALTH

ADVICE FROM MEMBERS

91

Q26. If you could change anything about your Platinum Health option, what would it be?

(N = 1029)

When asked what they would change about their Platinum Health option, more than a quarter of members indicated that they are happy with Platinum Health the way it is (26%).

The most common advice from members was to ‘improve service’ (22%) and ‘lower costs/improve affordability’ (21%).

Members also requested that Platinum Health ‘improve accessibility to service providers’ (11%).

6%

1%

1%

1%

1%

2%

3%

3%

4%

5%

5%

5%

11%

21%

22%

26%

0% 10% 20% 30% 40%

Other (n=60)

Improve communication about claims (n=7)

Allow members to opt for non-generic medication (n=9)

Would prefer to see same PH doctor each time (n=11)

Improve skills/training of staff (general) (n=15)

Improve communication at facilities (n=19)

Keep members informed (e.g. benefits, changes) (n=28)

Improve optometry benefits (n=34)

Wider choice of doctors/specialists (outside of PH) (n=38)

Improve skills/training of medical staff (n=49)

Allow members to be booked off sick for longer (n=50)

Increase specialist benefits (n=54)

Improve accessibility to service providers (n=115)

Lower costs/improve affordability (n=218)

Improve service (n=228)

No changes needed/Happy with Platinum Health (n=263)

2018 EXECUTIVE SUMMARY

SUMMARY

93

Objectives

To determine the overall satisfaction of Platinum Health members.

Determine the overall allegiance of members to Platinum Health.

Measure the value for money of scheme options.

Measure members’ perceptions about scheme benefits.

Measure effectiveness of the scheme’s communication channels.

Assess members’ perceptions of the scheme facilities and DPS’s.

Research Methodology

Platinum Health and Greenfields reviewed and updated the 2017 questionnaire.

A multi-method approach was used, with data collection comprised of:

o Paper-Assisted Personal Interviewing (PAPI) / Face-to-face interviews

o Computer-Assisted Telephonic Interviewing (CATI)

o Email-based surveys (using Greenfields’ online survey tool)

Data collection took place in September 2018.

Sample

In total, 1471 surveys were completed; 22 members were screened out (i.e. had not interacted with Platinum Health), yielding a final sample of 1449.

o Face-to-face interviews: 925 (target: 900)

o Telephonic interviews: 214 (target: 200)

o Email-based surveys: 332 (target: 300)

SUMMARY

94

Demographic Profile

Most respondents were from the Bosveld (37%) and Rustenburg (31%) regions.

The majority of respondents were male (71%) and Black African (69%).

With regard to family status, 45% of respondents were married or living with a partner, with children living at home.

Half of respondents indicated that they do not have dependents, while 28% had a spouse or partner as a dependent.

The vast majority of respondents were on the Plat Comprehensive option (96%).

With regard to scheme interactions, 63% of respondents had seen a Platinum Health doctor in the past 6 months, 40% had visited a nurse, and 40% had visited a pharmacy.

Overall Satisfaction

The majority of respondents (77%) were either ‘satisfied’ or ‘very satisfied’ with Platinum Health overall.

Rustenburg had the highest average satisfaction ratings (8.2 out of 10).

Net Promoter Score (NPS)

The proportion of promoters of Platinum Health has doubled since 2014 (now at 58%).

NPS scores have continued to increase since 2014, with a score of 37% in 2018.

Rustenburg had the highest NPS score (46%) compared to other regions.

The most common reasons for members being detractors were related to slow or inefficient service (30%), followed by fees and co-payments (24%).

Allegiance

Members from Rustenburg (83%) had the greatest allegiance to Platinum Health.

Eastern Limb had the largest proportion of non-allegiant members (9%).

SUMMARY

95

Perceptions of Benefits

Most members felt that Platinum Health is better than other medical schemes (77%).

More than half of members believed that Platinum Health provides excellent value (57%).

With regard to members’ ratings of benefits, hospital benefits had the highest average rating (8.9), followed by chronic medication benefits (8.7).

Optical (spectacle) benefits had the lowest average rating (8.0).

More than half of members felt that benefits were better than they expected (53%), while more than a 3rd indicated that benefits were on par with their expectations (39%).

Of those who felt that benefits were worse than expected (8% of members), the most common reasons were due to poor/slow/inefficient service (21%) and levies or co-payments (19%), which corresponds with detractor comments.

Communications

The majority of members indicated that they receive SMS communications from Platinum Health (75%).

The second most common form of communication received from the scheme was Medical Scheme statement (43%).

SMS communication was ranked as the best means to keep members informed, with more than half (56%) ranking it in 1st place.

Perceptions of Medical Scheme

Members generally had positive perceptions of Platinum Health, especially with regard to using language that is easy for them tounderstand (with 92% in agreement), and ‘offers good benefits’ (87% in agreement).

Nearly a quarter of members felt that Platinum Health does not provide them with quick feedback (23%).

With regard to members’ ratings of services and procedures, the highest average rating was seen for ‘how easy it is to understand the language used in written communication’ (8.8 out of 10).

The lowest average rating in terms of services and procedures was for ‘receiving benefit information in time to make decisions at the end of the year’ (7.4).

SUMMARY

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Touch Point Ratings

The highest average rating related to the Client Liaison Department was for using a language that the member understands (8.7), while the lowest average rating was for ‘answering the phone quickly’ (7.3).

The highest average ratings for GP were related to using a language that the member understands, making the member feel comfortable and ‘knowledge the doctor had about how to help you’ (9.0 out of 10 for each).

The lowest average rating for GP was related to reception staff not attending to the member quickly (8.4).

The highest ratings for nurses were related to treating the member in a professional way, respectfulness and ‘knowledge the nurse had about how to help you’ (9.0 out of 10 for each).

For pharmacy, average ratings were 9 or higher for all service aspects except ‘attended to you quickly’ (8.6).

For chronic pharmacy, average ratings were 8.9 or higher for all service aspects, with the highest rating seen for ‘how easily you understand the instructions on the medication labels’ (9.1).

The highest ratings for the Authorisation/Case Management Department were related to treating the member in a professional way (8.7) and respectfulness toward the member (8.7), while the lowest rating was related to ‘fully explaining any costs that are not covered by Platinum Health’ (8.1).

The specialists most commonly seen by members were orthopaedic surgeon (14%) and gynaecologist (14%). The highest average rating for specialists was related to respectfulness (9.4), while the lowest was for the waiting time to see the specialist (8.4).

For dentists, the highest average rating was for using a language that the member understands (9.4), while the lowest ratings were related to attending to the member quickly and ‘overall rating of the dentist you consulted’ (8.9).

For claims procedures, the highest average rating was for claims being ‘easy to submit’ (8.1), while the lowest was for ‘explanations given when claims not paid in full/rejected’ (6.8).

Member Advice to Platinum Health

More than a quarter of members were happy with the scheme the way it is or felt that no changes were needed (26%).

The most common advice was to ‘improve service’ (22%) and to ‘lower costs/improve affordability’ (21%).

THANK YOU

Documents

PLATINUM HEALTH MEMBER SATISFACTION SURVEY 2018 … · Statistics were not consistently available for all years, e.g. in some cases statistics were ... Unsuccessful appointment 112