| Review of Operations |
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Access to High Quality and Affordable Health Care |
Hospital Care |
Health Care |
More for Our Members |
Retirement and Aged Care Services |
Commitment to Members |
Complaint Resolution |
Making it Easy to do Business with Us |
More Information for Our Members |
Awards for Excellence
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| HCF offers a range of products and services that provide the freedom for our members to choose and access high quality health care and financial services. We meet and exceed our members’ expectations through continued improvement in efficiency and service standards, meeting our pledge that HCF gives more for our members. |
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Commitment to Members
Meeting Members Expectations
HCF provides health and life cover
for 1.3 million people, including
Manchester Unity members. Service
is provided by 48 branches in key
locations in NSW, the ACT, Adelaide,
Brisbane and Melbourne, our call
centres and the HCF website.
All service outlets, including the
HCF web site, enable members to
access the full range of services they
need. These include paying their
premium, submitting ancillary claims,
changing their membership details
or cover and obtaining account and
provider information as well as vote
for directors. They can also receive
their HCF Australian Tax Office
statement, policy summary and
rate notifications electronically.
Fourteen percent of all new business and
40% of all member service transactions
were handled via the web this year,
compared with 17% and 32%
respectively last year.
Our commitment to exceed members’
service expectations and to continuously
improve quality and efficiency through
technological and productivity change
is reflected in our investment in staff
training and product development.
As part of this commitment HCF
regularly surveys members’ satisfaction
with our service and the care provided
to them by hospitals, doctors and other
providers. We use the results as key
benchmarks for tracking and improving
performance.
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| Member satisfaction |
2008 |
2009 |
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| Overall satisfaction |
96% |
95% |
| Branch |
94% |
94% |
| Dental Centre |
93% |
94% |
| Eyecare Centre |
96% |
93% |
| Call Centre |
89% |
89% |
| Website |
93% |
91% |
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