GMHBA AnnuAL RepoRt 2010 - GMHBA Health Insurance

tRusteD pARtneR
a Better way of Service that iS noticeaBly Different
There’s an obvious relationship between our
‘Community Connected’ strategic intent and our desire
to be a ‘Trusted Partner’.
At GMHBA, we’re not like other health funds. We don’t
wish to just have a transactional relationship with
‘customers’, but become a trusted partner with our
‘members’ and staff as a part of the same community.
Our wish is to provide member value, not shareholder
value. This trusted partner intent shapes the way
we do business.
It means that we focus on delivering both great value
health insurance and outstanding service.
Stringent service standards, the ability to connect
immediately to a customer service advisor rather than
navigating through automated call centre technology,
and the option of face-to-face contact at one of our 12
branches contributes to highly satisfied members (and
staff) who stay with us and recommend us to others.
Our regular customer satisfaction surveys indicate that
GMHBA has highly satisfied members. On a scale
where a “7” is the maximum, GMHBA averages
between 6.1 and 6.5.
While a major syndicated research study, “Health Care
& Insurance – Australia 2009” conducted by research
firm Ipsos Australia, revealed that GMHBA is the
major, non-restricted health fund, most recommended
by its members. No health fund open to the general
public, with at least 75,000 members, rated higher. 1
1 The sample size for GMHBA was 137 members
The study asked those with health insurance whether
they would recommend their health fund to friends
and colleagues. Across the industry, less than half
(48%) would, whereas 66% of GMHBA’s members
would recommend it.
Our actual experience supports the survey’s findings,
with this advocacy, or positive word of mouth, a key
driver of GMHBA’s ongoing success.
staff satisfaction
We believe that GMHBA has employees that are proud
to work at GMHBA. We judge this primarily through
our member satisfaction; we believe it is only possible
to have highly satisfied members when employees are
committed to that cause.
Naturally, both members and staff satisfaction are
closely linked. GMHBA has introduced and continues
to refine a staff merit payment program, designed to
reward performance in achievement of individual key
performance indicators and a proportion of the merit
program is linked to demonstration of GMHBA’s
Values and Behaviours.
This program directly rewards staff for contributing to
the overall success of GMHBA and has proven to be
very successful.
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