Media releases

March 6, 2017


Medibank is launching a preventative health service called Medibank Health Concierge for customers preparing for or recovering from a hospital stay.

Medibank Member Health General Manager Rebecca Bell said a better understanding of its customers’ health is allowing Medibank to improve the support it offers.

“We know, for example, that if someone makes their own way home from hospital, it could be a sign that they don’t have the support network around to help them settle back in at home,” said Ms Bell.

“We know that psychosocial support, such as our friends and family being around, can really make a difference when you’re recovering from a hospital stay – and without it there’s a greater likelihood of readmission.

“Medibank’s Health Concierge takes what we’re learning about supporting customers to better prepare for and recover from hospital stays, and does things people may not expect from a large health insurer.

“If a customer tells us what they’re eating to prepare for their hospital stay, and want help with their diet – we’ll provide recipes – often some freezer friendly examples to make ahead of their admission.

“If they tell us they’re going in for a significant procedure and they don’t have adequate support – for example to help pick up their medicine or help them settle back in to home, we are able to offer practical suggestions or even send a qualified carer out to their home. 

“Under this program we’ll consider almost any intervention we can have with our customers to help them solve short term issues impacting their health – at no extra cost to them,” she said. 

Medibank lists seven key factors that are vital to preparation for and recovery from hospital stays:  

1.      Nutrition: The more nourished you are before hospital and while you are recovering, the better your body will cope with the strains of surgery.

2.      Plan: Organise your house so that everything is within easy reach with no trip hazards. This reduces the risk of falls while you are recovering.

3.      Red flags: Know the signs that your condition is getting worse, and what to do if they occur.

4.      Be proactive: Patients who are more informed and involved in making decisions about their health have better outcomes after surgery.

5.      Know your medication: Bring a complete list of everything you’re taking, including over-the-counter and complementary medicines. We know around a third of issues caused by medications could have been prevented.

6.      Sleep: Getting decent sleep reduces complications, which is why we recommend bringing ear plugs and an eye mask to minimise interruptions during the night.

7.      Wash your hands (and get everyone else to): This is one of the simplest ways to reduce the chance of infection while you are in hospital.

Eligibility for the program is determined in two ways, either automatically in the case of some triggers, such as having a hip or knee replacement, or by having meaningful conversations with customers to understand how prepared they are for their stay and what support networks they have. 

Further information about preparing for or recovering from a hospital stay is available at

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