St.LukesHealth Vice Chairwoman Mel Lukianenko, CEO Paul Lupo, and Head of Customer Development and Delivery Helen Cowley
Pitted against some of the nation’s largest health insurers, Launceston based not-for-profit organisation St.LukesHealth has for the second year running, taken out the prestigious 2017 Roy Morgan Customer Satisfaction Award for Private Health Insurer of the Year last night in Melbourne.
St.LukesHealth CEO Paul Lupo said after introducing a range of new initiatives, it was a huge vote of confidence in the hard work and the dedication of the board and St.LukesHealth staff members.
“To support the health and wellbeing of our members, in the last 12 months alone, StLukesHealth has implemented a new postnatal service for northern Tasmanian mothers, introduced an online medical health record system, and taken the lead in rolling out HICAPS GO to provide greater transparency for our customers around out of pocket costs,” Mr Lupo said.
“As the first to adopt the HICAPS GO mobile app for our membership in Tasmania, we are providing a simpler and easier way to find and book appointments with health practitioners, and manage their healthcare, while also greatly improving our member’s experience.
“We hope this preventative approach will ultimately improve our member’s long-term health outcomes, assist them to navigate the health care system, as well as demonstrate the real value of health insurance.
“Introducing the HICAPS GO app also means that our members will be the first to have access to a digital membership card and keep us aligned with our member’s growing demand for online services.”
Mr Lupo said St.LukesHealth understood customer preferences were always changing and therefore in order to best service the needs of its members, that as a business, St.LukesHealth needed to change too.
“The fact that we are a smaller, locally managed and not-for-profit private health insurance company means that we are nimble enough to quickly make changes to the organisation and all profits are directed back in the business,” he said.
“Our goal is to deliver high quality private health insurance to all Australians, with the highest degree of customer satisfaction possible.
“This award proves that the introduction of innovative new services and our dedication to providing the best possible member experience has been well received by our customers and made a real difference.”
Established in 1952, St.LukesHealth is a Tasmanian not-for-profit health insurer with over 30,000 policies covering over 62,000 people Australia wide.
St.LukesHealth CEO Paul Lupo