Medibank to adapt Capita's clinical content for local market
Health insurer Medibank has partnered with the UK's Capita Healthcare Decisions to adapt its TeleGuides content set for the local market.
The content sets use clinically validated algorithms that provide symptom-based clinical assessment tools for telephone triage services as well as online patient self-management. In the UK, Capita's TeleGuides underpin the NHS Direct helpline and have been used in over 85 million patient encounters.
In Australia, Medibank provides online and telephone health advice services for its members but also manages a number of Healthdirect's nurse-led hotlines and triage services on behalf of Australian governments. Many of these were formerly provided by McKesson Asia-Pacific, which Medibank bought in 2010.
A Medibank spokesperson said the company was currently replacing its internally developed clinical decision support application with the SAP customer relationship management (CRM) system integrated with Capita's clinical decision support system.
“The selection of two best of breed global applications and their integration provides Medibank with a robust, clinically safe and interoperable platform to allow us to continue to provide innovative customer focused health solutions to our Medibank members and to members of the public that we support through our key government contracts,” the spokesperson said.
Capita's content is written and customised through its decision management software (DMS) composer, which allows users to both create clinical content and decision pathways, and to present them by phone, face to face, online or mobile.
Capita says users can create and edit content quickly, giving it the ability to reflect the latest clinical practice and tailor it for local markets. The software also has the capability to integrate with any other technology, such as CRM systems, through an open application programming interface (API).
Capita's international general manager, Richard Atkins, said the company has had a presence in Australasia for a number of years. “However, the opportunity to now partner with Medibank across the region and into Asia on multi-national, multi-channel decision support services is really exciting,” he said.
Posted in Australian eHealth