Know the value of policy benefits and encourage clients to make the most of them
With the current waiting list and times for NHS treatments on the rise, it’s not always possible for patients to be seen when needed. With member benefits included alongside health and protection policies, like The Exeter’s HealthWise member app, policyholders have access to a range of services where they can speak to a GP or specialist to get treated quicker, meaning they’ll feel better sooner too. Other benefits like physiotherapy and mental health support can be invaluable when people need to speak to a medical professional, and they offer an easy route to receiving treatment.
Growing pressure on the NHS
We’ve all seen the news about the rising waiting lists and pressure on the NHS, and the numbers certainly do seem staggering. During the first half of 2023, there have been an estimated 161.6 million GP appointments – a 6% increase over the same time in 2022. In July 2023 alone, there was an estimated 27.8 million GP appointments recorded, this is up 7% from July 2022 figures1. And with only 27,177 qualified GPs (FTE) in the UK as of July 20232, it’s no surprise there’s pressure on GPs and a growing waiting list for treatment.
Speaking of the waiting list, as of June 2023, the number of individuals that have already been referred for NHS hospital treatments had risen to a record 7.57 million people3. Over 3 million of these patients have been waiting over the intended 18 week target, and over 383,000 people have been waiting over a year to receive treatment.
But these waiting list figures don’t include the many patients still waiting to see a GP in the hopes of receiving a referral in the first place, something that could take weeks or months depending on where you live. Giving policyholders access to valuable services gives them not only quicker access to a GP or specialist when they need it, but also timesaving options that can work within their schedule – instead of waiting for appointment details they can make an appointment when it’s convenient for them.
Remote GP services are an invaluable route to treatment
The Exeter recently reported that 63% of their HealthWise app usage is by individuals booking a remote GP appointment4. This benefit continues to be the most popular service offered through their app and is most commonly used for diagnosing infections, respiratory illnesses, musculoskeletal conditions and skin conditions.
During the first half of 2023, nearly half of all the remote GP appointments (45%) booked through HealthWise have resulted in a referral letter to a specialist or consultant for treatment4. And 40% of those that used this service went on to use it again4 at least once more.
The need for mental health support during challenging times
During 2022, mental health services in England received a record 4.6 million referrals, rising 22% from 20195. As of May 2023 there were over 1.1 million adults in touch with mental health services5, proving mental health support is an important benefit offering policyholders access to trained specialists when they need it.
Mental health support is The Exeter’s second most used benefit with 15% of HealthWise users seeking advice and treatment for things like anxiety and depression, stress, grief and bereavement, compulsive disorders, and relationship issues. And while 87% of users have accessed The Exeter’s mental health support service more than once, 71% of those seeking support have gone on to receive digital treatment following an assessment during the first half of 20234.
Quick pain relief for musculoskeletal conditions
Over 20 million people in England, almost a third of the population, have a musculoskeletal condition such as arthritis or back pain6. During the first half of 2023, 14% of The Exeter members have used the physiotherapy benefit offered and over half of those (64%) have been able to be treated virtually4 for a variety of reasons, ranging from joint and knee pain, sciatica, trapped nerves, tennis elbow, and back conditions.
With home working increasingly popular, people have used this service more, seeking advice for joint and back pain caused by doing less activity or bad posture. Physiotherapists can give advice on exercises that will help relieve pain immediately as well as refer users for further sessions, either virtually or face to face, giving them the treatment they need. Of members that have accessed physiotherapy with The Exeter so far this year, 63% have used the benefit more than once4, showing people continually use this valuable service to get advice and treatment for aches and pains they may not have gone to a GP for until it was too late.
You matter more
Remote GP appointments, mental health support and physiotherapy are the three most popular benefits used by The Exeter’s members, but HealthWise also offers second medical opinions, registered dietician and lifestyle and nutrition consultations* giving members access to services they may not be able to receive through the NHS.
At The Exeter, they understand that value means more than price. By considering the detail in value added benefits, advisers can ensure clients get peace of mind and the best possible coverage from their health and protection policies.
Making sure clients are aware of the services that are available to them with policies, and how to access them, strengthens the provision of fair value and supports vulnerable customers. All of which encompasses the new consumer duty regulations, good client outcomes and allows advisers to showcase the value of their advice to consumers.
To find out more about The Exeter, their products and benefits, you can visit their website here.
HealthWise is provided by Square Health.
*Benefits offered to The Exeter members vary depending on the type of cover they have.
1 NHS: July 2023 statistics https://digital.nhs.uk/data-and-information/publications/statistical/appointments-in-general-practice/july-2023
2 British Medical Association Pressures in GP data analysis https://www.bma.org.uk/advice-and-support/nhs-delivery-and-workforce/pressures/pressures-in-general-practice-data-analysis
3 Lane Clark & Peacock’s NHS Waiting List Tracker https://waitinglist.health.lcp.com/
4 The Exeter HealthWise usage report January-June 2023
5 British Medical Association: Mental health pressures data analysis https://www.bma.org.uk/advice-and-support/nhs-delivery-and-workforce/pressures/mental-health-pressures-data-analysis
6 NHS: Musculoskeletal Health https://www.england.nhs.uk/elective-care-transformation/best-practice-solutions/musculoskeletal/
