Benenden Healthcare’s service commitment

You can be confident in our high quality service

In order to provide a high quality service in which you, the employer, and your employees can have complete confidence we aim to:

• Answer telephone calls within 55 seconds
• Reimburse authorised healthcare costs to the individual within 7 days of receipt of the original invoice
• Respond to routine correspondence from members within 3 working days of receipt, either by email or letter
• Keep members’ patient journey time (from first appointment with a consultant to discharge after treatment) under 11 weeks in 80% of cases
• Provide the first physiotherapy appointment within 5 working days of receipt of GP referral letter.

How we help our members

• There is no limit to the number of times an individual can seek assistance from the Society
• We do not exclude individuals on the basis of age or pre-existing conditions
• Members and non-members can apply to The Benenden Charitable Trust to request assistance with any treatments not provided by Benenden Healthcare
• Members are eligible to join the Benenden Health Cash Plan at no cost to the employer. The cash plan provides additional healthcare cover which complements the core Benenden Healthcare membership, providing reimbursement for additional healthcare needs including dental and optical services.

Quality assured healthcare

Benenden Healthcare can offer complete peace of mind for you and your employees, as all treatments are carried out hospitals which have in place the strictest levels of hygiene control. Benenden Hospital Trust received no less than six awards in the Healthcare 100 Awards 2009 including top independent hospital and employer.

What we cannot do:

As much as we’d like to be able to provide every imaginable kind of healthcare service for our members, in practical terms we just can’t – especially if we want to keep our membership costs at an affordable level. While we’re always working to improve and extend our services, we regret that we do have some exclusions.