CBHS International members will be able to more easily find the health care support they need, when they need it, thanks to a new health navigation line provided by Remedy Healthcare.
With a focus on helping international members navigate the Australian healthcare system, the CBHS International Health Assist allows international members to talk to a trained allied health professional who can provide guidance, referrals and support with information and resources, personalised to their health needs.
Craig Jones, CBHS Corporate’s Head of Provider Relations, said they recognised the challenges that international students and workers are facing when trying to make the best decisions for their health and wellbeing in a new country.
“People don’t know what they don’t know. There are so many support services out there, but they often don’t realise what is available to them,” Mr Jones said.
“That’s what this service is about: providing a dedicated service to help our international members navigate the system and find the support they need.”
Ann-Maree Niarros, Remedy’s Head of Commercial Relationships, said the innovative service reflects Remedy’s commitment to helping health funders go the extra mile to support the unique needs of their members.
“As a long-standing partner, we are excited to help CBHS provide this service to its international members,” Ms Niarros said.
“With our dedicated clinicians at the end of the phone, we believe this service meets the real need to help overseas visitors access a wide range of programs that support every aspect of their health and wellbeing.”
When CBHS International members call the dedicated 1300 number, they will speak to a trained allied health professional from Remedy Healthcare, who will listen to their concerns and provide personalised guidance.
Delia Trinca, Senior Health Coach for Remedy Healthcare, said their goal is to ensure the members feel supported, even though they may be far from their friends and family.
“We want every member to feel confident they have support and are not alone, because there is someone they trust at the end of the phone who can point them in the right direction,” Miss Trinca said.
Clinicians will also proactively call CBHS International members who have known health concerns, for example, if they have recently had surgery or been diagnosed with a condition.
“Receiving a diagnosis can be incredibly overwhelming, let alone if you’re in a different country. So, we make sure they understand the information they have been given and that it is personalised to them,” Miss Trinca said.
For those members who call the service, there may be additional support the clinicians can provide over the phone in a one-off call.
“That might be referring to a no-gap GP or helping them understand where in the community they can get some additional support,” said Miss Trinca.
“If they are eligible, we might refer them to a service that provides ongoing health support, like our mental health program MindStep, or our phone-based health coaching program HealthierMe.”
If the CBHS International member is trying to fall pregnant or already pregnant, calling the Health Assist means they may be able to access expertise and support throughout their journey, with certain other services available to eligible members.
“It can be very isolating if they are pregnant and don’t have family here in Australia, “ Miss Trinca said. “When they call, we may be able to provide a referral to our maternity program, Bump to Baby, which provides the support of a trusted midwife over the phone who will be there from pregnancy right through to the first year of their child’s life.”
There is no limit to the number of times a member can call the service. Remedy Healthcare can also provide an interpreter for non-English speaking members if required.
The service is available to CBHS International members from October 12. Click here to visit the Health Assist landing page.
Today is World Physiotherapy Day which is an opportunity to recognise the valuable work that our Remedy physiotherapists do for our clients.
Remedy Healthcare has over 100 physiotherapists across the country working in clinics, Residential Aged Care facilities, as well visiting people in the community.
To respond the changes brought on by COVID-19 there are now 50 physiotherapists delivering telehealth physiotherapy.
We spoke with Min Chiang, Physiotherapy Clinical Lead in our clinical quality team about her role and how her work has changed in recent months, in particular the move to telehealth services.
How has you day changed during COVID-19?
A lot more sitting and screen time! I have been trying to make an effort to log off on time at the end of each day and limit my screen time outside of work hours. For staff on the road, I think the main change has been that we need to continually screen our customers before every visit to make sure they are symptom free and not at risk of COVID-19. There have been a lot of other changes in process as well, and we have all had to get used to high levels of change.
What matters most to customers right now?
Staying safe, feeling connected and receiving the clinical care they need to remain safely at home. Many have been appreciative of the care we have continued to provide throughout COVID-19 and the measures we have put in place to deliver these services safely.
How are we supporting customers at this time?
Telehealth has been a great way to deliver the care our client’s need to remain safe at home and also reduce risk. It’s a flexible and effective alternative to receiving face to face visits for suitable clients.
We have also provided wellbeing calls to some of our elderly clients who may not have suitable technology for videoconferencing and are choosing to limit face to face visits. Staying connected with these clients has been a great way to continue providing support to them during this time.
For our other clients, we have been diligent with wearing personal protective equipment for each visit which has been a big change for us, but we know it makes our clients safer and that’s great for everyone.
What are customers saying?
They are so grateful we have been able to continue seeing them and providing a service. Many are feeling quite isolated from family and friends – especially in Victoria, so we might be their only visitor. Many of our clients have also found telehealth quite exciting and a great way to engage with their clinician. It has been a very memorable part of 2020 seeing customers of all ages and backgrounds engaging with this technology!
What’s the best part of your day?
The best part of my day is when I hear a golden moment about the telehealth sessions our clinicians have conducted. Most recently, it was to hear about a successful physiotherapy telehealth session with a client aged 104!! I feel really proud of my physiotherapy colleagues who have really gone the extra mile for their customers this year.
To find out more about the range of telehealth services we offer, and to make a booking, click here.
What’s your story?
I was always interested in how the body works and was a keen sportsperson when I was younger. Physio looked like a good, flexible and interesting career. And it certainly has been that.
To me, the great thing about being a physio is you can meet people from all walks of life and help them throughout their lifespan. I have some clients who I first saw 20 years ago and have stayed with me. Those relationships are golden and have really made my career rewarding.
Rehabilitation is my main area of expertise and interest. I recently completed a Master of Rehabilitation (Physiotherapy) through James Cook University. That reignited my passion and made me really excited about the rehabilitation process and keeping people as good as they can be throughout their life.
Why Remedy Healthcare?
I started part-time at Remedy Healthcare in 2011 in what’s now known as Rehab in the Home. I was then asked to be involved in the opening of the Remedy Carlton clinic in 2016, which was Remedy’s first bricks-and-mortar clinic.
I had the opportunity to start a practice from nothing and grow it to a business of several thousand clients. We built Remedy Carlton from a one-person clinic, which was me, to a team of five physios, a physio assistant and a receptionist. I was able utilise my skills not only on the clinical side but also in business development. I love that, with the work we do, we have the capacity to really develop relationships with clients and become an important part of their life.
Tell us about your work as a physio in teleheath
Remedy Healthcare was talking telehealth long before COVID-19 hit. The pandemic propelled us into action a bit sooner than expected! Now we realise how much we can do through telehealth by thinking outside the box. The only obvious limitations are with manual (hands-on) therapy, but the majority of what we do in the rehab space is not hands on – it’s about education, exercise prescription and the progression of gait aids.
My first telehealth client was isolated because she had been exposed to COVID-19. She’d just had a knee replacement and returned to regional Victoria so had no choice but to start her rehab program through telehealth. She was a compliant and motivated patient and was so excited to be able to get a service at all, as the alternative was staying at home for two weeks with nobody to assist with her rehab. Now I’ve completed some 20 programs through telehealth with outcomes just as good as face-to-face programs.
In your experience, what are the benefits of telehealth?
Telehealth outcomes can be just as good as, if not better than, face-to-face sessions. Everything can be done in the same 20-to-30-minute time slot, but clients don’t need to travel to a clinic, and we don’t need to struggle through traffic or over long distances to get to them That saves so much time. Thinking about people at work, they can have a telehealth consult at lunchtime without having to travel to and from a clinic or have a session in the early evening when they arrive home.
Telehealth provides a safe means of service delivery during health crises such as COVID-19. Clients, their families and clinicians are not exposed to the possibility of passing on or picking up coronavirus if they opt for telehealth.
Telehealth has extended the reach of our services. My clients hail from regional Victoria to the outer reaches of Western Australia and Queensland. I recently took a client through a hip replacement program when his only other option was a three-hour round-trip to Dubbo. Not the best thing for a brand-new hip!
Another unexpected benefit of telehealth is that people can see themselves moving. I have a client who is doing shoulder rehab and she could see on the screen what she was doing wrong and was able to correct it immediately. Another client invited her sons onto the call – one of them was interstate – so they could both be part of her rehab journey.
We’ve formed a core working group of Remedy Healthcare physios from around Australia who have embraced telehealth. These “telehealth buddies” invite physios new to telehealth onto calls so they can watch sessions and learn different techniques to produce high quality sessions, then shadow them on a call before they are considered to be Remedy Telehealth Ready.
Working as a physio provides many golden moments and we’ve had some really stellar ones in telehealth during COVID-19. One of our clinicians recently connected with a client who’s 104 years old. She said, “I never thought in a hundred years I’d be doing exercises off a screen”. There’s something about seeing a big smile on their face at the end of the session that makes it so rewarding.
To find out more about the range of telehealth services we offer, and to make a booking, click here.
We started out over 10 years ago – a handful of health coaches looking for ways to get people to engage with their health. We now employ over 350 health professionals but we haven’t lost that start-up mentality.
Every day we question what we do, how we do it and who we partner with. What knowledge, technologies and collaborations can we explore? How might we better integrate our services across physical, emotional, mental and social health? How can we better support hospitals and GPs? How can we reach more people to help them improve their health?
These conversations, and the work they lead to, keep us passionate, growing and a leader in health care.
Engaging, educating and empowering
Health coaching is a core part of our DNA across all the services we provide. We want to improve the health, wellbeing and quality of life of every person we care for, and we believe the best way to do this is by empowering them. We don’t tell people what to do. Instead, we ask people what’s important to them, help them identify their goals and put together a plan to reach them.
Many of our customers need support to recover from surgery or manage a chronic disease. Absolutely, we’ll help them with that. But we also recognise we need to look further than a hip replacement or heart disease. Individuals need support with every aspect of their health and wellbeing to improve their quality of life.
It’s this approach that enables us to reduce health risks and keep people out of hospital, while they live life to the full.
Meeting people where they’re at
Experience tells us that some forms of care are better delivered in a home-based environment. Because when you care for someone in their own home, rather than in hospital, they’re in their most comfortable place at a time when they need to work on their health. They feel safe and are open to support.
This is why we believe the future of health care is more accessible in-home care, and that this will lead to fewer hospital admissions, shorter hospital stays, fewer hospital re-admissions, and less cost to the healthcare system.
Our in-home care spans a range of hospital substitute treatment services, including Hospital in the Home, Rehabilitation in the Home, and MindStep, our mental healthcare program. Delivered by our nursing and allied health teams, and dedicated mental health coaches, these services are designed to help our clients improve their whole health, avoid preventable hospital re-admissions, and take pressure off the healthcare system.
Our model of care is collaborative – first and foremost with the individual we’re caring for – but also with hospitals, GPs, community organisations, business and government. These partnerships help us weave care into people’s everyday lives, making it easier for them to engage with their health.
We employ a holistic approach to the health of our clients and focus on uncovering what drives a person to better health in the long-term – because evidence shows this helps hospital avoidance.
Our health coaching and in-home health services, provided by our dedicated dieticians, nurses, diabetes educators, exercise physiologists, occupational therapists and more, are designed to empower people with the knowledge and skills to better monitor and manage their health. For people with chronic conditions, this helps prevent deterioration and unnecessary hospitalisation, breaking the cycle of hospital re-admissions. It’s all about creating new, healthier behaviours to help people get well and stay well.
We’re clinicians at heart, and this means all of our health care practice is person-centred and evidence-based. Improving the health of the people we work with is our most important goal. Our programs are underpinned by the efficacy of functional health, reablement, restorative care and rehabilitation. Our services are clinically designed and evaluated and overseen by our Clinical Director and clinical governance team.
Between now and January 2021, Remedy Healthcare aims to employ 95 new team members across Australia to fill community-based roles with a telehealth component in occupations including registered nurses, physiotherapists, occupational therapists, podiatrists and care coordinators.
For more information, visit our careers page
It’s an extraordinary time for the healthcare sector and at Remedy Healthcare, we need extraordinary people to meet the challenges we and our customers face.
Today’s labour market has changed quickly due to COVID-19 and while some industries are reducing their workforce, others are looking for more employees.
Remedy Healthcare (currently employs more than 300 health professionals) is continuing to experience growth, with increasing demand for our community allied health and nursing services from existing and new customers.
Remedy Healthcare Executive General Manager Mike Hutton-Squire said Remedy offers excellent professional development and career pathways and the opportunity for people to consider a career in a growth industry.
“We are looking to attract passionate health professionals to join a dynamic, innovative and life-changing health company in a period of unprecedented growth.” Mr Hutton-Squire said.
“There are many genuine clinical opportunities across Remedy Healthcare where people can be challenged while making a meaningful difference to people’s lives.”
Mr Hutton-Squire said that Remedy knows health professionals derive a sense of satisfaction from the positive benefits they bring to Australian lives.
“Remedy’s clinical environment is founded on personal, holistic and evidence-based care, while our strong social purpose also considers our employees’ sense of professional fulfilment and wellbeing,” Mr Hutton-Squire said.
“With an average tenure of seven years, our people find their careers satisfying and value the opportunities that working for Remedy Healthcare can provide.”
Mr Hutton-Squire said that Remedy, which celebrated its tenth anniversary last year, has established a high calibre service offering in a challenging business climate.
“At Remedy Healthcare, we’re continually evolving services that meet people where they need us. This could be face-to-face at home, through telehealth, in an aged care setting or in a clinic,” Mr Hutton-Squire said.
“Remedy’s future is very promising as we continue to grow our services into new markets to help Australians improve their wellbeing and age well.”
Between now and December 2020, Remedy Healthcare aims to employ 170 new team members across Australia to fill community-based roles with a telehealth component in occupations including registered nurses, physiotherapists, occupational therapists, podiatrists and care coordinators.
For more information, visit our careers page