Bupa - Client Case Study

Riko Scandelius
Head of Healthcare Change Delivery, Bupa Health & Wellbeing
“I’m very satisfied with how psHEALTH helped Bupa. They’re flexible, very customer focused, react fast and understand our requirements. Our psHEALTH system has enabled us to provide our members with speedier response and better service.”
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Client Overview

Bupa is the UK’s leading provider of health insurance. psHEALTH developed a digital infrastructure for better and speedier management of pre-authorisation of treatment, leading to a better journey for Bupa’s customers and reduced back-office costs.
Problem
– Time consuming management of independent expert panel
– Decision rules were developed, but reliance on manual checking
– New authorisation process, but largely manual workflow
Solution
– Expert panel integrated via web portal
– Use of treatment specific algorithms and processes
– psHEALTH automated workflow ‘live’ in 5 weeks
Benefits
– Consistent process, less human error
– Quicker response resulting in better customer experience
– Significant reduction in FTE