Innovative care programme helps members on road to recovery

Cassie Rossouw has been a loyal member of Medihelp for the past 30 years. At the end of April of this year, Cassie had to undergo two urology procedures within 18 days. It turned his life upside down. But thanks to Medihelp’s care programme, aimed at supporting members on their road to recovery after hospitalisation, Cassie’s spirits are high!

“Caring for and delivering quality service to our members are not negotiable at Medihelp; they’re a given,” says Denise Botha, medical adviser and care programme leader at Medihelp. “Our new care programme is an initiative that perfectly exemplifies our value of caring. As part of the programme, members who are hospitalised for certain conditions and procedures are contacted after discharge and helped on their way to recovery. Trained nurses, known as care coaches, talk to our members and make sure they are recovering well after hospitalisation.”

Research shows that approximately 15% of people who undergo serious procedures are readmitted to the hospital. “Medihelp’s care programme is designed to prevent people from ending up in the hospital again,” explains Denise.

She says that Medihelp’s dedicated care coaches help patients proactively identify and manage potential complications, give advice about any additional care that is needed, remind patients of follow-up visits with the doctor, and guide them on every step to recovery. “The goal is for members to recover as soon and as well as possible,” she elaborates.

Cassie can’t stop talking about how much Medihelp’s care programme has meant to him. “Sister Mickey Batteson contacted me after my second operation. She asked me about my pain and the medicine I was taking and gave me valuable advice to ensure a speedy recovery.

“I was surprised when she contacted me again a week later to hear how I’m doing. I can’t explain how much it meant to me. Medihelp truly cares. You’re not just a membership number – you’re seen,” says Cassie with pride and adds that he and his wife are off to relax by the sea.