PRINT PAGE

PMI patients promised 'business class' service

14 October 2009 Breaking News

Ramsay Health Care, the private hospital operator, has moved to differentiate the premium services available to customers with private medical insurance (PMI) from those it provides to NHS-funded patients.

Ramsay, which operates 22 acute hospitals in England, said its Premium Care package provides the services expected by privately paying customers, including full choice of consultant, flexible choice of appointment, and priority referral to treatment. Premium Care also means that patients receive superior hotel services throughout their stay, including things such as free gifts, newspapers and an a la carte menu.

NHS patients will continue to be treated at its facilities, but will receive less generous services as part of an "Essential Care" package. Other differences between the packages include private accommodation for paying customers, as opposed to shared accommodation for NHS patients. Private patients are also more likely to receive individual sessions of physiotherapy, while NHS patients receive it in a group.

While the Premium Care package is not a product as such - and there is no additional charge for it - the move by Ramsay suggests private hospitals are addressing the PMI industry's concerns that an increasing number of NHS patients are being treated at independent sector hospitals across the country as the government continues to use private facilities to cut waiting lists.

The trend has raised fears that PMI customers or those that self-fund their care are beginning to question whether they should be paying for care in the same hospitals that are treating NHS patients for free.

Ramsay, which operates additional facilities including independent sector treatment centres and diagnostic imaging services, said that while it has developed close relationships with NHS partners in recent years, private patients remain its "core business". It decided to launch the Premium Care package to "ensure that private patients continue to see a clear, fair and distinct benefit from their investment".

Ramsay UK chief executive officer Jill Watts said that following discussions with patients, staff and insurance providers, it became increasingly clear that private customers want a "superior experience" to that available on the NHS. She compared the distinction now being offered by Ramsay as similar to the one widely available across the airline industry.

"When we travel by aeroplane, we all expect to reach our destination safely and be treated with courtesy and respect by the airline staff," Watts said. "However while some passengers choose a standard level of service, others choose to pay extra to fly first or business class.  This is our approach with Premium Care."

Earlier this year, Bupa managing director Natalie-Jane Macdonald said it was important that private hospitals make a clear distinction between the services they provide to PMI customers and those patients whose care is funded by the NHS.

If you would like to share your thoughts on this story or any other issue email news@hi-mag.com