PLATINUM HEALTH MEMBER SATISFACTION SURVEY 2018 RESEARCH REPORT

Transcription

1 PLATINUM HEALTH MEMBER SATISFACTION SURVEY 2018 RESEARCH REPORT OCTOBER 2018

2 CONTENTS 1 INTRODUCTION 4.5 Communications 2 METHODOLOGY 4.6 Perceptions of Medical Scheme 2.1 Questionnaire Sampling Data Collection Touch Point Ratings Member Advice to Platinum Health 2.4 Data Analysis 5 EXECUTIVE SUMMARY 3 4 DEMOGRAPHIC PROFILE RESULTS 4.1 Overall Satisfaction Net Promoter Score Allegiance Perceptions of Benefits 2

3 INTRODUCTION

4 PROJECT BACKGROUND Platinum Health Medical Scheme is a restricted (closed) medical scheme. The medical scheme currently has principal members and has a total of beneficiaries. The scheme offers the following two options: PlatCap PlatComprehensive The scheme stands out within the industry due to its unique model operating as a Staff Model Health Maintenance Organisation (HMO). This allows it to operate as a cost-effective solution to its members with lower than average medical scheme contributions and greater perceived value as regards benefits offered. This model allows it, where economically viable, to appoint their own health service providers such as specialists, general practitioners, dentists, psychologists, optometrists, radiographers, physiotherapists and audiologists. Where it is believed it is not economically viable, Platinum Health has appointed designated service providers (DSP s) to provide services to their members. Platinum Health commissioned Greenfields to conduct a member satisfaction survey in September

5 RESEARCH OBJECTIVES The primary objective of the project was to conduct an effective membership survey that will generate superior human capital and financial outcomes through increased member satisfaction, productivity and lower healthcare costs. Determine the overall satisfaction of Platinum Health members Determine the overall allegiance of members to Platinum Health Measure the value for money of scheme options Measure members perceptions about scheme benefits Measure effectiveness of the scheme s communication channels Assess members perceptions of the scheme facilities and DSP s 5

6 RESEARCH LIMITATIONS The 2018 Platinum Health Member Satisfaction Survey had several limitations related to comparison with previous research. Statistics were not consistently available for all years, e.g. in some cases statistics were available for 2017, whereas in other cases they were only available up until 2016 or Certain statistics were not available for any of the previous years, e.g. gender distribution (exact percentages), scheme interactions in the past 6 months, reasons for benefits not meeting expectations, rankings of communication types, and type of specialist consulted. Significance tests could not be conducted on means or proportions to compare 2018 with previous years, due to the relevant statistics not being available (e.g. base sizes and standard deviations). Due to being unable to conduct significance tests for annual comparisons, it can not be determined whether any increases or decreases (in proportions or mean ratings) are statistically significant. The rating scales used in 2017 and 2018 ranged from 1 10, while the rating scales used in previous years ranged from

7 METHODOLOGY

8 QUESTIONNAIRE

9 QUESTIONNAIRE Platinum Health and Greenfields reviewed and updated the questionnaire used in The 2018 questionnaire includes the following sections: Screening question (interactions with Platinum Health in the past 6 months) Respondent demographics Satisfaction rating Net Promoter Score (likelihood to recommend Platinum Health) Benefits ratings Communications received Perceptions of Platinum Health (including service and administration) Touch point ratings - Client Liaison Department - General Practitioner - Nurse - Pharmacy & Chronic Pharmacy - Authorisation/Case Management Department - Specialist - Dentist - Claim payments For the telephonic and -based surveys, an online version of the questionnaire was set up in Greenfields online survey tool. 9

10 SAMPLING

11 SAMPLE: FACE-TO-FACE INTERVIEWS For face-to-face interviews, Greenfields was provided with the following quotas based on the following Platinum Health regions: Thabazimbi Clinic 50 Quota Total % BOSVELD RUSTENBURG EASTERN LIMB Northam Medical Station 125 Amandelbult Hospital 175 Siyanda Bakgatla Hospital 100 RB Plats 100 PH Medical Centre 250 Jane Furse Clinic 25 Modikwa Clinic 50 Burgersfort Clinic % %

12 SAMPLE: TELEPHONIC & -BASED SURVEYS Platinum Health provided Greenfields with the following member databases: Pensioners Chronic medication Specialist consultations Hospitalisations The member datasets were collated and duplicates were removed before sampling. For the telephonic surveys, a sample of 1400 members was randomly drawn from those who had contact numbers available. An additional 2 members were added to the call sheet who originally received the -based survey but indicated that they preferred to be called. For the -based surveys, all corporate members were sampled apart from Platinum Health employees (329), and an additional 1600 members were randomly sampled from those members who had addresses and had not been included in the telephonic sample. An additional 7 s were sent to members who were contacted telephonically, but requested the survey via . 12

13 DATA COLLECTION

14 DATA COLLECTION A Multi-method approach was used for data collection, involving face-to-face interviews (PAPI), telephonic interviews (CATI) as well as -based surveys. In order to be included in the final sample, the respondent had to have made use of Platinum Health services in the past 6 months. PAPI (Paper-Assisted Personal Interviewing) Target 900 Surveys conducted 925 Met inclusion criteria 918 CATI (Computer-Assisted Telephonic Interviewing) Target 200 Surveys conducted 214 Met inclusion criteria 204 (Online Survey Tool) Target 300 Surveys conducted 332 Met inclusion criteria 327 Total Target 1400 Total Surveys 1471 Total with no interactions with PH (past 6 months) 22 Final Sample

15 FACE-TO-FACE INTERVIEWS Face-to face interviews were conducted at selected Platinum Health sites in September 2018 using paper-based surveys, after which the surveys were captured into Greenfields online survey tool. Interviews were conducted in the respondent s home language when requested. A total of 925 interviews were conducted, with 918 meeting inclusion criteria. Region Site No. Interviews Total Screened out (No interactions with PH) Surveys included for analysis % of final sample Thabazimbi Clinic 42 BOSVELD RUSTENBURG EASTERN LIMB Northam Medical Station 121 Amandelbult Hospital 180 Siyanda Bakgatla Hospital 100 RB Blats 106 PH Medical Centre 264 Jane Furse Clinic 16 Modikwa Clinic 60 Burgersfort Clinic % % GRAND TOTALS

16 TELEPHONIC INTERVIEWS Greenfields call centre conducted telephonic interviews for 11 days during September Interviews were done in the respondent s home language when requested. Of those contacted, 32% took part in the survey. Of the 214 members who took part in the survey, 10 did not meet inclusion criteria (i.e. had no interactions with Platinum Health in the past 6 months), yielding a final sample of 204. CALL CENTRE REPORT Number of Cases Percent (All) Percent (Contacted) Contacted Not Contacted Successfully completed % 32% Unsuccessful appointment 112 8% 17% Unable to locate correct respondent 47 3% 7% Respondent unavailable to participate 59 4% 9% Declined to take part % 28% Survey abandoned/discontinued 36 3% 5% Other 11 1% 2% Total % 10 No Answer/Voice mail % No Connection/Not valid number 66 5% Total % GRAND TOTAL

17 -BASED SURVEYS Using Greenfields online survey tool, invitations were sent to members, and data collection took place over 10 days in September Of those who received the s (i.e. did not bounce), completed the survey, with only 5 respondents being screened out. The final sample consisted of 327 Platinum Health members. SUMMARY: -BASED SURVEYS sample Total Percent of sample Total s sent Bounced s % Valid s % Completed surveys Total Percent of valid s Surveys completed 332 Met inclusion criteria % Final sample Total Percent of final sample Corporate % Pensioners 96 29% Other % Total

18 DATA ANALYSIS

19 RATING SCALES A 10-point rating scale was used in questions where respondents were asked to provide a rating. For reporting purposes, the following 10-point scales were converted into 5-point scales: Measurement Type 10-Point Scale 5-Point Scale Satisfaction Benefit Ratings Rating of Services/Procedures Touch Point Ratings 1 = Very dissatisfied 10 = Very satisfied 1 = Very poor 10 = Excellent 1-2 = Very dissatisfied 3-4 = Dissatisfied 5-6 = Neutral 7-8 = Satisfied 9-10 = Very satisfied 1-2 = Very poor 3-4 = Poor 5-6 = Average 7-8 = Good 9-10 = Excellent For consistency with previous research reports, Perceived Value and Overall Perceptions of the Scheme were recoded from a 10-point scale into a 3-point scale as follows: Measurement Type 10-Point Scale 3-Point Scale Perceived Value Overall Perceptions of the Scheme (level of agreement with statements) 1 = Very poor 10 = Excellent 1 = Strongly disagree 10 = Strongly agree 1-6 = Poor value 7-8 = Good value 9-10 = Excellent value 1-6 = Disagree/Neutral 7-8 = Agree 9-10 = Strongly agree 19

20 ALLEGIANCE SCALE To gain a better understanding of respondent strength of affinity towards the scheme, an allegiance measurement scale was developed. The three input questions used to determine this allegiance measure were as follows: - Overall Satisfaction with Platinum Health - Of all the schemes I know of, Platinum Health is the scheme I would prefer to stay on, if I had the choice - Platinum Health meets my needs Responses were converted from a 10-point rating scale into a 5-point scale before calculating Allegiance scores. Allegiance categorisation was achieved by comparing the combinations of scores associated with each of these questions per respondent, and based on a classification ruling, place each respondent into an allegiance category. - For example the Devoted Allegiance category was defined as being respondents who rated each of the three questions as a 5. On the other extreme, those respondents who rated all questions as a 1, were classified as a member of the Extremely Dissatisfied group. For ease of analysis and reporting, the 7-point allegiance scale has been further summarised into a 4-point scale as indicated in the table below. 7-POINT SCALE 4-POINT SCALE 1 Devoted Allegiance 1 Devoted Allegiance 2 Moderate Allegiance 2 Moderate Allegiance 3 Marginal Allegiance 4 Indifferent Allegiance 5 Marginal Dissatisfaction 6 Dissatisfaction 7 Extremely Discontent 3 - Neutral 4 Negative 20

21 Net Promoter Score (NPS) The Net Promoter Score (NPS) is derived from how likely members are to recommend Platinum Health to others. The score is calculated by subtracting the percentage of detractors from the percentage of promoters. How likely are you to recommend Platinum Health? Not at all likely Extremely likely NPS = % - % 21

22 Testing for Statistical Significance Significance tests were conducted for Overall Satisfaction and NPS in order to assess whether regional mean ratings and proportions were significantly lower or higher than that of the total sample. Significance testing can only be conducted if the sample size is at least 30. Significance tests are conducted at a 95% confidence level. An upward facing arrow ( ) indicates that the value is significantly higher than that of the total sample. A downward facing arrow ( ) indicates that the value is significantly lower than that of the total sample. 22

23 DEMOGRAPHIC PROFILE

24 REGIONAL BREAKDOWN In 2018, most respondents were from the Bosveld region (37%), followed by Rustenburg (31%). The majority of respondents were male (71%). REGION Bosveld GENDER % 37% Rustenburg Eastern Limb 29% % 28% 31% 1 22% Other* * Other includes pensioners, corporate and students 71% 2016 (1847) Please note: Region proportions not available for (1449) Male Female Please note: Exact percentages for gender not available for previous years 24

25 RESPONDENT DEMOGRAPHICS In 2018, similar to 2016, the largest proportion of respondents was in the year age group (33%), followed by the age group (26%). In terms of population group, 69% of respondents were Black African whilst 29% were White. AGE POPULATION GROUP % 15% 33% 12% 19% 26% 33% 11% (1847) 2018 (1426*) 60+yrs yrs yrs yrs yrs * Refusal: % 81% 81% 69% 29% 17% 11% 18% 2% 2% 1% 1% (1847) (1382*) 1% Black African Coloured White Indian/Asian Other * Refusal: 27 * Missing: 40 Please note: Age group proportions not available for

26 AGE AND POPULATION GROUP BY REGION: 2018 For Bosveld (39%), Rustenburg () and Eastern Limb (47%), respondents were mostly in the year age group. In Other regions, which include pensioners, half of respondents were aged 60 years or older. For Bosveld (91%), Rustenburg (78%) and Eastern Limb (81%), the majority of respondents were Black African. For Other regions, the majority of respondents were White (85%). 60+yrs yrs 10 AGE 1% 2% 18% 18% 13% 10 9% POPULATION GROUP 1% 3% 21% 18% Indian/Asian yrs yrs yrs % 39% 3 47% 5 24% % 1% 78% 81% 85% White Coloured Black African 12% 11% 1 Bosveld (527) Rustenburg (438) Eastern Limb (142) 14% 9% 3% Other (319) Bosveld (519) Rustenburg (434) Eastern Limb (141) 2% 1 Other (288) 26

27 RESPONDENT DEMOGRAPHICS Similar to 2016, this year the largest proportion of respondents were married and living with children, or living with a partner and children (45%). Of the respondents who are main members, half indicated they do not have dependents, while 28% have a spouse or partner as a dependent. FAMILY STATUS 11% 13% 5% 6% 54% 45% 18% 17% 1% 9% 12% 6% 2016 (1847) 2018 (1403*) 3% Single (no children) Married/living with partner (no children) Married/living with partner (+ children) Single parent Married/living with partner (children not living at home) Pensioner Other * Missing: 46 Please note: Percentages for family status not available for 2017; dependent information added to questionnaire in 2018 Multiple response question (responses may not add up to 10) 8 DEPENDENTS IN 2018 (MAIN MEMBERS ONLY) (1343) % 15% 11% 9% Do not have dependents Spouse/partner 1 child 2 children 3 or more children Adult dependent (other than spouse/partner) 1% 27

28 MEDICAL SCHEME OPTION The vast majority of members belong to the Plat Comprehensive option (96%) MEDICAL SCHEME OPTION Plat Comprehensive 4% Platcap 96% Please note: exact percentages for option not available for previous years 28

29 SCHEME INTERACTIONS 2018 In 2018, the touchpoint with the most interactions in the past 6 months was General Practitioner (63%), followed by Nurse () & Pharmacy (). Only 8% of respondents had submitted a claim in the past 6 months. Contacted Case Management Dept. Submitted Claim 9% 8% Dentist Hospitalisation Preauthorisation 12% 13% 16% Chronic Pharmacy Specialist 25% 22% Pharmacy Nurse GP/Doctor 63% Client Liaison Dept. 16% Please note: Full summary of interactions in past 6 months only available for 2018 Q1. Which of the following interactions have you or your dependents had with Platinum Health in the past six months? 29

30 RESULTS

31 OVERALL SATISFACTION

32 OVERALL SATISFACTION BY REGION: 2018 In 2018, half of members were very satisfied with Platinum Health, while more than a quarter (27%) were satisfied. Rustenburg had the largest proportion of members who were very satisfied (55%), and had the highest average rating (8.2), which was significantly higher than the total average. Bosveld had the highest proportion of members who were very dissatisfied (7%) and had the lowest average rating (7.6), which was significantly lower than the total average. AVE. RATINGS Very satisfied Satisfied 8 45% 55% 5 53% 5 Neutral Dissatisfied 6 Very dissatisfied 3 25% 27% 26% 27% * Don t know: 4 13% 13% 14% 12% 13% 5% 5% 5% 5% 7% 4% 2% 5% 4% 5% Bosveld (530) Rustenburg (444) Eastern Limb (149) Other (322) Total (1445*) Please note: Overall Satisfaction was added to the questionnaire in 2018 Q6. Please rate how satisfied you are with Platinum Health overall on a scale of 1 to 10, where 1 is very dissatisfied and 10 is very satisfied. Significant difference from total average 32

33 NET PROMOTER SCORE

34 NET PROMOTER SCORE (NPS) The proportion of Platinum Health promoters has doubled since 2014, with a corresponding increase in NPS scores. In 2018, more than half of members were promoters of Platinum Health (58%). The overall NPS score increased in 2018 (compared to 2016), now at 37%. NPS -16% 4% 11% 38% 10 Promoters 8 29% 35% 37% 58% Passive 6 26% Detractors 45% 34% 37% 31% 26% 22% * Don t know: 9 * Missing: (1827) 2018 (1438*) Please note: NPS statistics not available for 2017 Q7. On a scale of 1 to 10, where 1 is definitely not and 10 is definitely yes, how likely are you to recommend Platinum Health to your friends, colleagues or family? 34

35 NET PROMOTER SCORE BY REGION: 2018 In 2018, Rustenburg had the highest proportion of promoters (63%) and the highest NPS score (46%). Bosveld had the lowest NPS score (26%) and the highest proportion of detractors (25%). Bosveld also had significantly less promoters compared to the total sample. NPS 26% 46% 41% 43% 38% 10 Promoters % 63% 59% 62% 58% Passive Detractors 24% 25% Bosveld (529) 23% 19% 22% 17% 18% 19% Rustenburg (444) Eastern Limb (149) Other (316) 2018 (1438*) * Don t know: 9 * Missing: 2 Q7. On a scale of 1 to 10, where 1 is definitely not and 10 is definitely yes, how likely are you to recommend Platinum Health to your friends, colleagues or family? Significant difference from total average 35

36 NPS REASON FOR RATING: DETRACTORS Amongst detractors, the most common reasons for NPS ratings were related to slow/inefficient service (3), followed by fees/co-payments (24%) and limited facilities/accessibility/far to travel (18%) (n = 131) Slow/inefficient service Fees/co-payments Limited facilities/accessibility/far to travel Sick leave/do not get booked off long enough Doctors/specialists too limited/too few Long wait for appointments/long queues Unfriendly/unhelpful staff Poor quality doctors Discrimination/unfair treatment It is a restricted scheme (cannot recommend) Poor benefits/value for money Lack of caring/empathy from medical aid Expensive to add dependent Poor claims procedures Poor admin procedures Other 4% 4% 3% 3% 3% 3% 2% 18% 15% 15% 1 8% 7% 11% 24% Q8. Please give a reason for your rating. Please note: Reason for NPS rating was added to the questionnaire in

37 NPS REASON FOR RATING: DETRACTORS BOSVELD Among detractors in Bosveld, the most common reason for NPS ratings was slow/inefficient service (34%), followed by sick leave/do not get booked off long enough (26%) (n = 65) Slow/inefficient service 34% Sick leave/do not get booked off long enough 26% Fees/Co-payments 17% Limited facilities/accessibility/ far to travel Unfriendly/unhelpful staff Doctors/specialists too limited/too few 11% 12% 14% Poor quality doctors Long wait for appointments/ long queues Discrimination/Unfair treatment Lack of caring/empathy from medical aid 8% 6% 5% 5% It is a restricted scheme (cannot recommend) Expensive to add dependent 2% 2% Other 11% Q8. Please give a reason for your rating. Please note: Reason for NPS rating was added to the questionnaire in

38 NPS REASON FOR RATING: DETRACTORS RUSTENBURG Among detractors in Rustenburg, the most common reasons for NPS ratings were fees/co-payments (22%), limited facilities/accessibility/far to travel (19%) and slow/inefficient service (19%) (n = 27*) Fees/Co-payments 22% Limited facilities/accessibility/ far to travel Slow/inefficient service 19% 19% Poor benefits/value for money Doctors/specialists too limited/too few Long wait for appointments/ long queues 11% 11% 11% Discrimination/Unfair treatment Poor quality doctors Sick leave/do not get booked off long enough 7% 7% 7% Poor admin procedures It is a restricted scheme (cannot recommend) 4% 4% Other 15% Q8. Please give a reason for your rating. *Very small base size Please note: Reason for NPS rating was added to the questionnaire in

39 NPS REASON FOR RATING: DETRACTORS EASTERN LIMB Among detractors in Eastern Limb, the most common reasons for NPS ratings were fees/co-payments (5) and slow/inefficient service (5) (n = 16*) Fees/Co-payments Slow/inefficient service 5 5 Doctors/specialists too limited/too few 38% Limited facilities/accessibility/ far to travel 31% Expensive to add dependent 19% Long wait for appointments/ long queues 13% Poor benefits/value for money It is a restricted scheme (cannot recommend) Sick leave/do not get booked off long enough Poor claims procedures Other 6% 6% 6% 6% 6% Q8. Please give a reason for your rating. *Very small base size Please note: Reason for NPS rating was added to the questionnaire in

40 NPS REASON FOR RATING: DETRACTORS OTHER REGIONS Among the detractors in Other regions, the most common reason for NPS ratings was fees/co-payments (26%), followed by limited facilities/accessibility/far to travel (22%) (n = 23*) Fees/Co-payments 26% Limited facilities/accessibility/ far to travel 22% Long wait for appointments/ long queues Slow/inefficient service 17% 17% Doctors/specialists too limited/too few Poor claims procedures 13% 13% Poor admin procedures It is a restricted scheme (cannot recommend) Poor quality doctors Unfriendly/unhelpful staff 9% 9% 9% 9% Lack of caring/empathy from medical aid 4% Other 13% Q8. Please give a reason for your rating. *Very small base size Please note: Reason for NPS rating was added to the questionnaire in

41 ALLEGIANCE

42 ALLEGIANCE BY REGION: 2018 In 2018, members from Rustenburg (83%) had the greatest allegiance to Platinum Health. Eastern Limb had the largest proportion of non-allegiant members (9%). 10 Devoted allegiance 8 32% 45% 45% 39% 39% Moderate allegiance Neutral 6 Non-allegiant 49% 38% 35% 43% 43% * Missing: 16 11% 13% 8% 4% Bosveld (524) Rustenburg (445) 11% 12% 12% 9% 6% 6% Eastern Limb (149) Other (315) Total (1433*) Please note: Allegiance is a new measurement added in

43 PERCEPTIONS OF BENEFITS

44 COMPARISON TO OTHER SCHEMES In 2018, most members believed that Platinum Health is better than other medical schemes (77%). This view has increased by 19% since Better than expected 8 The same 6 56% 58% 68% 77% Worse than expected * Don t know: 18 * Missing: 14 12% 32% 31% 24% 14% 11% 8% 9% (1847) 2018 (1417*) Please note: Statistics not available for 2017 Q9. Do you think Platinum Health is better, worse or the same as other medical schemes that you have heard of or belonged to? 44

45 COMPARISON TO OTHER SCHEMES BY REGION (2015 vs. 2018) % 58% 57% 69% Better than expected The same 32% 25% 3 18% 11% 17% 13% 13% Bosveld Rustenburg Eastern Limb Other Worse than expected % 81% 79% 72% 13% 12% 13% 18% 12% 7% 8% 1 Bosveld (523) Rustenburg (436) 2018 Eastern Limb (149) Other (309) Please note: Regional breakdown only available for 2015 and 2018 Q9. Do you think Platinum Health is better, worse or the same as other medical schemes that you have heard of or belonged to? 45

46 PERCEIVED VALUE In contrast to previous years, in 2018 more than half of members (57%) were of the opinion that Platinum Health provides excellent value. Less than a quarter of members gave a rating of 6 or less (out of 10). 10 Excellent value (9-10) 8 27% 29% 43% 57% Good value (7-8) Poor value (1-6) 6 23% 37% * Don t know: 34 * Missing: % 43% 14% (1847) 22% 21% 2018 (1413*) Please note: Statistics not available for 2017 Q10. If you think of what you pay every month, the medical scheme benefits you have and the service that you receive, do you believe that you receive value from Platinum Health? If 1 is very poor and 10 is excellent, how would you score Platinum Health? 46

47 PERCEIVED VALUE BY REGION (2015 vs. 2018) % 27% 41% 3 Excellent value (9-10) 6 42% 33% 29% 34% Good value (7-8) Poor value (1-6) 35% 3 36% Bosveld Rustenburg Eastern Limb Other % 59% 59% 27% 19% 19% 22% 23% 18% 22% 19% Bosveld (513) Rustenburg (433) Eastern Limb (148) Other (319) Please note: Regional breakdown only available for 2015 and 2018 Q10. If you think of what you pay every month, the medical scheme benefits you have and the service that you receive, do you believe that you receive value from Platinum Health? If 1 is very poor and 10 is excellent, how would you score Platinum Health? 47

48 BENEFIT RATINGS In 2018, the benefits with the highest average ratings were hospital benefits (8.9), followed by chronic medication benefits (8.7). Similar to 2016, the benefit type with the lowest average rating was optical/spectacle (8.0). AVERAGE RATINGS Overall satisfaction with the medical aid benefit Doctor benefits (day-to-day care) Medicine benefits (day-to-day needs) Chronic medication benefits Specialist doctor benefits Dentistry benefits Optical (spectacle) benefits Please note: Statistics not available for 2017 Hospital benefits % 62% 64% 72% 65% 55% 54% 24% 22% 22% 21% 19% 16% 8% 1 9% 6% 9% 12% 12% 3% 3% 3% 4% 4% 3% 3% 3% 4% 3% 5% 7% 4% 5% 3% 5% 3% Overall satisfaction with benefit Doctor benefits (day-to-day care) Medicine benefits (day-to-day) Chronic meds benefits 2018 (N = 1372) Specialist doctor benefits Dentistry benefits Optical benefits 73% 16% Hospital benefits Excellent (9-10) Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) Q11. Thinking about the benefit option you belong to, if 1 is very poor and 10 is excellent, please rate the following Platinum Health benefits. 48

49 BENEFIT RATINGS BY REGION: BOSVELD Excellent (9-10) 6 61% 59% 64% 67% 68% 6 63% 68% Good (7-8) 22% 21% 19% 21% 16% 17% 17% 16% 8% 11% 9% 7% 7% 9% 9% 6% 5% 4% 4% 5% 5% 4% 5% 5% 8% 6% 3% 5% 3% 5% 4% 4% Overall satisfaction with benefit Doctor benefits (day-to-day care) Medicine benefits (day-to-day) Chronic meds benefits Specialist doctor benefits Dentistry benefits Optical benefits Hospital benefits Average (5-6) Poor (3-4) Very poor (1-2) 10 RUSTENBURG % 71% 71% 78% 69% 61% 63% 81% 22% 22% 18% 16% 17% 18% 13% 7% 9% 7% 2% 1% 2% 2% 3% 6% 9% 12% 9% 2% 1% 2% 2% 2% 3% 2% 3% 3% Overall Doctor benefits Medicine Chronic meds Specialist doctor Dentistry Optical satisfaction (day-to-day benefits benefits benefits benefits benefits with benefit care) (day-to-day) 14% 4% 1% Hospital benefits 49

50 BENEFIT RATINGS BY REGION: % 66% 59% 62% 22% 23% 21% 27% 23% 18% 24% 19% 15% 18% 6% 13% 8% 1 1% 6% 8% 3% 4% 4% 3% 4% 7% 5% 1 5% 2% 3% 6% 4% 3% 2% Overall satisfaction with benefit Doctor benefits (day-to-day care) Medicine benefits (day-to-day) Chronic meds benefits EASTERN LIMB 55% Specialist doctor benefits 48% 48% Dentistry benefits Optical benefits 72% Hospital benefits Excellent (9-10) Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) 10 OTHER % 54% 54% 74% 61% 48% 41% 72% 27% 29% 27% 26% 26% 21% 17% 12% 11% 17% 1 13% 9% 7% 1% 3% 5% 5% 3% 4% 4% 2% 3% 5% 2% 5% 5% 8% 4% 2% 2% Overall Doctor benefits Medicine Chronic meds Specialist doctor Dentistry Optical Hospital satisfaction (day-to-day benefits benefits benefits benefits benefits benefits with benefit care) (day-to-day) 50

51 BENEFIT EXPECTATIONS In 2018, more than half of members (53%) felt that their benefits were better than they expected, although this proportion has decreased since 2016 (by 26%). More than a third (39%) felt that benefits were on par with their expectations. 10 Better than expected 8 34% 39% 53% On par with expectations 6 79% Worse than expected 32% 45% * Don t know: 21 * Missing: 56 34% 8% 39% 16% 13% (1847) 8% 2018 (1372*) Please note: Statistics not available for 2017 Q27. Which of these phrases best describes how your Platinum Health benefits meet your expectations? 51

52 BENEFIT EXPECTATIONS BY REGION (2015 vs. 2018) % 36% 32% 53% 48% 42% 53% 36% 15% 22% 11% 15% Bosveld Rustenburg Eastern Limb Other Better than expected On par with expectations Worse than expected % 63% 55% 38% 32% 37% 9% 5% 8% 9% Bosveld (514) Rustenburg (421) Eastern Limb (141) 51% Other (296) Please note: Regional breakdown only available for 2015 Q27. Which of these phrases best describes how your Platinum Health benefits meet your expectations? 52

53 REASONS FOR NOT MEETING EXPECTATIONS Among those who felt that their benefits were worse than they expected, the most common reasons were related to poor/slow/inefficient service (21%), followed by levies/co-payments (19%). BENEFIT EXPECTATIONS 25% REASONS WHY BENEFITS ARE WORSE THAN EXPECTED Poor/delayed admin procedures % 39% 8% 2018 (1372*) Better than expected On par with expectations Worse than expected * Don t know: 21 * Missing: 56 15% 1 5% 2% 4% 4% 5% 5% 7% 8% 8% 9% 2018 (97) 11%11% 12% 19% 11% Poor quality doctors/specialists Long waits for appointments Members uninformed Unfriendly/unhelpful staff (general) Poor/delayed claims procedures Unfriendly/unhelpful medical staff Poor value for money Unhappy with medications prescribed Lack of doctors/can't see same doctor Lack of facilities/poor accessibility Restrictions/Not all treatments covered Levies/Out of pocket payments * Missing: 8 Q27. Which of these phrases best describes how your Platinum Health benefits meet your expectations? Q27. (If worse ) Why do you say that? 53

54 REASONS FOR NOT MEETING EXPECTATIONS BOSVELD Among the Bosveld members who felt that their benefits were worse than they expected, the most common reasons were related to lack of facilities/poor accessibility (17%) and poor/slow/inefficient service (17%) BENEFIT EXPECTATIONS 53% 38% Better than expected On par with expectations Worse than expected 25% 15% 1 5% 7% 1 REASONS WHY BENEFITS ARE WORSE THAN EXPECTED 7% 12% 7% 12% 17% 7% 7% 17% 1 Poor quality doctors/specialists Members uninformed Unfriendly/unhelpful staff (general) Unfriendly/unhelpful medical staff Unhappy with medications prescribed Lack of doctors/can't see same doctor Lack of facilities/poor accessibility Restrictions/Not all treatments covered 9% Bosveld (514) 2018 (41) Levies/Out of pocket payments Poor/slow/inefficient service Other Q27. Which of these phrases best describes how your Platinum Health benefits meet your expectations? Q27. (If worse ) Why do you say that? * Missing: 3 54

55 REASONS FOR NOT MEETING EXPECTATIONS RUSTENBURG Among the Rustenburg members who felt that their benefits were worse than expected, the most common reasons were poor/slow/inefficient service (33%) and levies/out of pocket payments (29%). BENEFIT EXPECTATIONS 35% REASONS WHY BENEFITS ARE WORSE THAN EXPECTED 33% Long waits for appointments 10 Better than expected 3 29% Unfriendly/unhelpful medical staff % 32% On par with expectations Worse than expected 25% 15% 1 5% 1 1 5% 19% 14% 1 14% 1 Poor value for money Unhappy with medications prescribed Lack of doctors/can't see same doctor Lack of facilities/poor accessibility Restrictions/Not all treatments covered Levies/Out of pocket payments 5% Rustenburg (421) 2018 (21*) Poor/slow/inefficient service Other * Missing: 1 Q27. Which of these phrases best describes how your Platinum Health benefits meet your expectations? Q27. (If worse ) Why do you say that? *Very small base size 55

56 REASONS FOR NOT MEETING EXPECTATIONS EASTERN LIMB Please note the small base size for Eastern Limb. Among those in Eastern Limb who felt that their benefits were worse than expected, the most common reasons were levies/out of pocket payments (44%) and poor/slow/inefficient service (44%) BENEFIT EXPECTATIONS 55% Better than expected On par with expectations Worse than expected 5 45% 35% 3 25% 22% REASONS WHY BENEFITS ARE WORSE THAN EXPECTED 33% 44% 44% Poor/delayed admin procedures Expensive to add dependents Members uninformed Poor/delayed claims procedures Unfriendly/unhelpful medical staff Poor value for money 37% 8% Eastern Limb (141) 15% 1 5% 11% 11% 11% 11% 2018 (9*) 11% 11% 11% 11% Unhappy with medications prescribed Lack of doctors/can't see same doctor Lack of facilities/poor accessibility Restrictions/Not all treatments covered Levies/Out of pocket payments Poor/slow/inefficient service * Missing: 3 Q27. Which of these phrases best describes how your Platinum Health benefits meet your expectations? Q27. (If worse ) Why do you say that? *Very small base size 56

57 REASONS FOR NOT MEETING EXPECTATIONS OTHER REGIONS Among the members from Other regions who felt that their benefits were worse than expected, the most common reasons were poor/delayed claims procedures (23%), restrictions/not all treatments covered (19%) and levies/out of pocket payments (19%). BENEFIT EXPECTATIONS 3 REASONS WHY BENEFITS ARE WORSE THAN EXPECTED Poor quality doctors/specialists 10 Better than expected 25% 23% Long waits for appointments Poor medical aid % On par with expectations Worse than expected 15% 1 8% 8% 15% 8% 19% 19% 12% Unfriendly/unhelpful staff (general) Poor/delayed claims procedures Poor value for money Unhappy with medications prescribed Lack of doctors/can't see same doctor Lack of facilities/poor accessibility 9% Other (296) 5% 4% 4% 4% 2018 (26*) 4% 4% Restrictions/Not all treatments covered Levies/Out of pocket payments Poor/slow/inefficient service Other * Missing: 1 Q27. Which of these phrases best describes how your Platinum Health benefits meet your expectations? Q27. (If worse ) Why do you say that? *Very small base size 57

58 COMMUNICATIONS

59 COMMUNICATIONS RECEIVED As seen in previous years, the communications most commonly received from Platinum Health were via SMS (75% in 2018). More than a third of members reported receiving the Medical Scheme statement (43%) and Platinum Health Information Guide (35%). A third of members also received information newsletters % 75% % 2% 35% Platinum Health Info Guide 52% SMS communication 33% 22% 9% 8% 5% 6% 2% Information newsletters Scheme news flashes 43% Medical Scheme statement 21% 2% 2% 3% 3% Presentations 13% Promotional brochures Q12. I am going to list some communication material Platinum Health may send out. Please tell me which you receive, or have received in the past. 1% 7% 22% Annual /BOT Report 1 17% Other Please note: Statistics not available for 2017; Other not included in

60 RANKINGS OF COMMUNICATION TYPES SMS communication had the largest share of 1 st place rankings, representing more than half of 1 st place rankings (56%). Of all the members who ranked SMS communication in the top 4, most had ranked it in 1 st place (75%). COMMUNICATIONS RANKED 1ST SMS communication Platinum Information Guide Medical Scheme statement Information newsletters Presentations Scheme News Flashes Annual/BOT Report Promotional brochures 2% 1% 1% 8% 7% 11% 14% 56% % 41% 3 28% 25% 42% 32% 44% 21% 28% 18% 18% 2% 5% 9% 1 15% 17% SMS communication PH Info Guide Medical Scheme statement Information newsletters OVERALL RANKINGS Presentations 11% 1 4% 33% 31% 29% 3 26% 35% 27% 33% 31% Scheme News Flashes Annual Report Promotional Brochures Ranked 1st Ranked 2nd Ranked 3rd Ranked 4th Q13. Please rank how effective these communications are in keeping you informed about the medical aid. 60

61 PERCEPTIONS OF MEDICAL SCHEME

62 PERCEPTIONS OF MEDICAL SCHEME (RATINGS) Perceptions of Platinum Health appear to have improved since In 2018, the majority of members (92%) were in agreement that Platinum Health uses language that is easy to understand. As seen in 2016, most members did not agree that Platinum Health makes me feel cheated or often makes me angry % 35% 32% 36% 2% 4% 6% 7% 34% 29% 32% 39% Strongly Agree (9-10) 6 36% 36% 37% 36% 91% 88% 35% 23% 35% 33% Agree (7-8) 26% 28% 31% 27% Has affordable premiums Helps solve my problems Answers my questions Is friendly & helpful Makes me feel cheated Often makes me angry 3 Provides professional service 42% Has good claims procedures 33% 28% Meets my expectations Uses language easy to understand Disagree/Neutral (0-6) Please note: Statistics not available for % 54% 59% 7% 7% 7% 1 59% 56% 57% 71% 23% 25% 28% 24% 17% 19% 18% 17% Has affordable premiums Helps solve my problems Answers my questions Is friendly & helpful 86% 83% Makes me feel cheated Often makes me angry 23% 25% 25% 18% 19% 18% Provides professional service Has good claims procedures Meets my expectations 21% 8% Uses language easy to understand Q14. I am now going to read you some statements. If 1 is strongly disagree and 10 is strongly agree, please give me a score for Platinum Health for each of these statements. 62

63 PERCEPTIONS OF MEDICAL SCHEME (RATINGS) In 2018, the majority of members were in agreement that Platinum Health offers good benefits (87%). In 2018, 65% of members were not of the opinion that Platinum Health restricts my choices. However, nearly a quarter disagreed that Platinum Health gives me feedback quickly (23%) % 22% 59% Restricts my choices 33% 34% 35% 35% 35% 36% 36% 38% 36% 37% 35% 37% 33% 35% 35% 34% 3 29% 29% 29% 32% 28% 29% 27% Meets my needs Offers good benefits Is easy to work with Is always there for me Gives me feedback quickly Offers value for money Pays attention to my needs Is the ideal medical aid for me Strongly Agree (9-10) Agree (7-8) Disagree/Neutral (0-6) Please note: Statistics not available for % 14% 56% 62% 58% 58% 52% 56% 55% 62% 65% Restricts my choices 26% 25% 25% 23% 25% 23% 25% 18% 13% 17% 19% 23% 21% 17% Meets my needs Offers good benefits Is easy to work with Is always there for me Gives me feedback quickly Offers value for money Pays attention to my needs 21% Is the ideal medical aid for me Q14. I am now going to read you some statements. If 1 is strongly disagree and 10 is strongly agree, please give me a score for Platinum Health for each of these statements. 63

64 Rating of Services & Procedures As seen in 2016, the services/procedures with the highest ratings in 2018 were how easy it is to understand the language used in written communication (8.8) and overall quality of admin/service (8.4). The lowest ratings were seen for receiving benefit information in time to make decisions (7.4). AVERAGE RATINGS Overall quality of admin/service (past 6 months) Receiving benefit info in time to make decisions at the end of the year How easy it is to understand the medical scheme benefits How easy it is to understand info about changes to benefits How easy it is to follow the medical scheme procedures How easy it is to understand the language used in written communication Receipt of your tax certificate Processing of your membership application and/or changes Receipt of your medical aid card Please note: Statistics not available for % 24% 9% 3% 3% Quality of admin/ service 5 55% 53% 55% 21% 11% 5% 13% Receiving benefit info in time 28% 27% 27% 23% 1 11% 11% 5% 2% 5% 4% 4% 6% 3% 2% 2% Easy to Easy to Easy to Easy to understand understand follow understand benefits changes to med scheme language in benefits procedures written comm. 67% 64% 62% 58% 13% 19% 18% 5% 6% 2% 7% 3% 16% 8% 4% 15% Receipt of tax certificate Processing of membership application or changes Receipt of medical aid card Excellent (9-10) Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) Q15. I would like you to rate certain aspects of the service you receive. If 1 is very poor and 10 is excellent, how would you score Platinum Health with regard to 64

65 TOUCH POINT RATINGS

66 RATING OF CLIENT LIAISON DEPARTMENT In 2018, the highest ratings related to the Client Liaison Department were for speaking to you in a language you understand (8.7), respectfulness of the staff toward you (8.4), treated you in a professional way (8.3) and knowledge the staff had about how to help you (8.3). The lowest ratings were seen for answering the phone quickly (7.3). AVERAGE RATINGS Overall quality of service Efficiency in dealing with your question Answering the phone quickly Answering your questions Making sure that you speak to the right department or person Staff having your best interests at heart Treated you in a professional way Understanding and responding to your needs Respectfulness of the staff toward you Showing that Platinum Health considers your request important Knowledge the staff had about how to help you Speaking to you in a language you understand Q16. You interacted with the Platinum Health CLIENT LIAISON DEPARTMENT during the past six months. If 1 is very poor and 10 is excellent, what score would you give the CLIENT LIAISON DEPARTMENT in terms of.? 66

67 RATING OF CLIENT LIAISON DEPARTMENT: Excellent (9-10) % 57% 46% 57% 57% 53% Good (7-8) Average (5-6) 23% 23% 24% 26% 22% 24% 15% 11% 9% 7% 13% 13% 11% 4% 3% 4% 5% 9% 4% 3% 6% 4% 5% 5% Overall quality of service Efficiency in dealing with your question Answering the phone quickly Answering your questions Making sure you speak to the right dept/person Staff having your best interests at heart Poor (3-4) Very poor (1-2) % 54% 61% 56% 6 71% 25% 25% 22% 23% 23% 18% 9% 13% 9% 1 1 4% 4% 4% 4% 3% 5% 3% 5% 4% 7% 3% 1% 3% Treated you in a professional way Understanding and responding to your needs Respectfulness of the staff toward you Showing that PH considers your request important Knowledge the staff had about how to help you Speaking to you in a language you understand Q16. You interacted with the Platinum Health CLIENT LIAISON DEPARTMENT during the past six months. If 1 is very poor and 10 is excellent, what score would you give the CLIENT LIAISON DEPARTMENT in terms of.? 67

68 RATING OF GENERAL PRACTITIONER (GP) In 2018, the highest ratings related to the GP were for speaking to you in a language you understand treated you in a professional way, made you feel comfortable and knowledge the doctor had about how to help you (average of 9.0 each). The lowest ratings in 2018 were for reception staff with regard to attended to you quickly (8.4). AVERAGE RATINGS RECEPTION STAFF Attended to you quickly Respectfulness of the staff toward you Were friendly and helpful Speaking to you in a language you understand Treated you in a professional way Explained what you needed to know about the reception/facilities MEDICAL PRACTITIONER Overall rating of the doctor you consulted Treated you in a professional way Made you feel comfortable Respectfulness toward you Was efficient Knowledge the doctor had about how to help you Was sympathetic Gave you helpful advice Q17. You VISITED THE GP recommended by Platinum Health during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the Doctor in terms of.? 68

69 RATING OF GENERAL PRACTITIONER: 2018 RECEPTION STAFF 10 Excellent (9-10) % 66% 65% 72% 67% 64% Good (7-8) Average (5-6) 21% 19% 19% 1 8% 9% 5% 3% 4% 2% 4% 2% 2% 6% 8% 8% 1% 4% 4% 2% 4% Attended Respectfulness Were Spoke in to you towards you friendly and a language quickly helpful you understand Treated you in a professional way Explained what you needed to know about reception/facilities Poor (3-4) Very poor (1-2) MEDICAL PRACTITIONER 72% 75% 76% 77% 72% 75% 74% 74% 17% 16% 15% 16% 15% 16% 15% 16% 6% 2% 5% 3% 2% 2% 6% 2% 1% 5% 2% 1% 4% 5% 3% 3% 4% 6% 5% 2% 3% 2% 3% 2% Overall rating Treated you Made you Respectfulness Was efficient Knowledge doctor Was Gave you of doctor in a professional feel comfortable toward you had about how sympathetic helpful way to help you advice Q17. You VISITED THE GP recommended by Platinum Health during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the Doctor in terms of.? 69

70 RATING OF GENERAL PRACTITIONER (GP) BOSVELD (2017 vs. 2018) BOSVELD OVERALL THABAZIMBI CLINIC NORTHAM AMANDELBULT SIYANDA BAKGATLA Base sizes * RECEPTION STAFF Attended to you quickly Respectfulness of the staff toward you Were friendly and helpful Speaking to you in a language you understand Treated you in a professional way Explained what you needed to know about the reception/facilities MEDICAL PRACTITIONERS Overall rating of the doctor you consulted Treated you in a professional way Made you feel comfortable Respectfulness toward you Was efficient Knowledge the doctor had about how to help you Was sympathetic Gave you helpful advice Q17. You VISITED THE GP recommended by Platinum Health during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the Doctor in terms of.? *Very small base size 70

71 RATING OF GENERAL PRACTITIONER (GP) RUSTENBURG (2017 vs. 2018) RUSTENBURG OVERALL RB PLATS PH MEDICAL CENTRE Base sizes RECEPTION STAFF Attended to you quickly Respectfulness of the staff toward you Were friendly and helpful Speaking to you in a language you understand Treated you in a professional way Explained what you needed to know about the reception/facilities MEDICAL PRACTITIONERS Overall rating of the doctor you consulted Treated you in a professional way Made you feel comfortable Respectfulness toward you Was efficient Knowledge the doctor had about how to help you Was sympathetic Gave you helpful advice Q17. You VISITED THE GP recommended by Platinum Health during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the Doctor in terms of.? 71

72 RATING OF GENERAL PRACTITIONER (GP) EASTERN LIMB (2017 vs. 2018) EASTERN LIMB OVERALL Jane Furse Clinic Modikwa Clinic Burgersfort Clinic Base sizes 57 10* 29* 18* RECEPTION STAFF Attended to you quickly Respectfulness of the staff toward you Were friendly and helpful Speaking to you in a language you understand Treated you in a professional way Explained what you needed to know about the reception/facilities MEDICAL PRACTITIONERS Overall rating of the doctor you consulted Treated you in a professional way Made you feel comfortable Respectfulness toward you Was efficient Knowledge the doctor had about how to help you Was sympathetic Gave you helpful advice Q17. You VISITED THE GP recommended by Platinum Health during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the Doctor in terms of.? *Very small base sizes 72

73 RATING OF NURSE In 2018, the highest ratings with regard to visiting a Platinum Health nurse were for treated you in a professional way, made you feel comfortable, respectfulness toward you and knowledge the nurse had about how to help you (average of 9.0 each). AVERAGE RATINGS Overall rating of the nurse you consulted Treated you in a professional way Made you feel comfortable Respectfulness toward you Was efficient Knowledge the nurse had about how to help you Was sympathetic Gave you helpful advice % 75% 75% 76% 73% 75% 75% 75% 18% 15% 15% 14% 16% 15% 13% 14% 2% 6% 3% 3% 4% 3% 2% 5% 3% 5% 4% 3% 2% 4% 3% 5% 6% 2% 3% 3% 3% 5% 3% 3% Treated you in a Made you feel Respectfulness Was efficient Was sympathetic Gave you helpful professional way comfortable toward you advice Overall rating of the nurse you consulted Knowledge the nurse had about how to help you Excellent (9-10) Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) Q18. You visited a Platinum Health NURSE during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the Nurse in terms of.? 73

74 RATING OF NURSE BOSVELD (2017 vs. 2018) BOSVELD OVERALL Thabazimbi Clinic Northam Amandelbult Siyanda Bakgatla Base sizes * Overall rating of the nurse you consulted Treated you in a professional way Made you feel comfortable Respectfulness toward you Was efficient Knowledge the nurse had about how to help you Was sympathetic Gave you helpful advice Q18. You visited a Platinum Health NURSE during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the Nurse in terms of.? *Very small base size 74

75 RATING OF NURSE RUSTENBURG (2017 vs. 2018) RUSTENBURG OVERALL RB Plats PH Medical Centre Base sizes Overall rating of the nurse you consulted Treated you in a professional way Made you feel comfortable Respectfulness toward you Was efficient Knowledge the nurse had about how to help you Was sympathetic Gave you helpful advice Q18. You visited a Platinum Health NURSE during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the Nurse in terms of.? 75

76 RATING OF NURSE EASTERN LIMB (2017 vs. 2018) EASTERN LIMB OVERALL Jane Furse Clinic Modikwa Clinic Burgersfort Clinic Base sizes 69 7* 38 24* Overall rating of the nurse you consulted Treated you in a professional way Made you feel comfortable Respectfulness toward you Was efficient Knowledge the nurse had about how to help you Was sympathetic Gave you helpful advice Q18. You visited a Platinum Health NURSE during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the Nurse in terms of.? *Very small base size 76

77 RATING OF PHARMACY In 2018, average ratings related to the pharmacy were 9 or higher (out of 10) for all service aspects apart from attended to you quickly (8.6). AVERAGE RATINGS PHARMACY STAFF Were friendly and helpful Respectfulness toward you Treated you in a professional way Attended to you quickly PHARMACIST Respectfulness toward you How easily could you understand the instructions on the medicine labels Explained how to use the medicine How easily could you understand the language the pharmacist used % 75% 75% 66% 75% 79% % 19% 19% 18% 1% 5% 1% 1% 2% 3% 8% 16% 14% 16% 1% 1% 4% 3% 3% 4% 2% 1% 4% 1% 1% 1% 4% 1% 3% Staff were Staff Staff treated Staff attended Pharmacist Explained how to friendly and respectfulness you in a to you quickly respectfulness use the medicine helpful toward you professional way toward you Easy to understand instructions on medicine labels Easy to understand language the pharmacist used Excellent (9-10) Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) 77

78 RATING OF PHARMACY BOSVELD (2017 vs. 2018) BOSVELD OVERALL Thabazimbi Clinic Northam Amandelbult Siyanda Bakgatla Base sizes 77 15* 19* 32 11* PHARMACY STAFF Were friendly and helpful Respectfulness toward you Treated you in a professional way Attended to you quickly PHARMACIST Respectfulness toward you How easily could you understand the instructions on the medicine labels Explained how to use the medicine How easily could you understand the language the pharmacist used Q19. You Platinum Health PHARMACY during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the pharmacy in terms of.? *Very small base size 78

79 RATING OF PHARMACY RUSTENBURG (2017 vs. 2018) RUSTENBURG OVERALL RB Plats PH Medical Centre Base sizes PHARMACY STAFF Were friendly and helpful Respectfulness toward you Treated you in a professional way Attended to you quickly PHARMACIST Respectfulness toward you How easily could you understand the instructions on the medicine labels Explained how to use the medicine How easily could you understand the language the pharmacist used Q19. You Platinum Health PHARMACY during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the pharmacy in terms of.? 79

80 RATING OF PHARMACY EASTERN LIMB (2017 vs. 2018) EASTERN LIMB OVERALL Jane Furse Clinic Modikwa Clinic Burgersfort Clinic Base sizes 49 5* 23* 21* PHARMACY STAFF Were friendly and helpful Respectfulness toward you Treated you in a professional way Attended to you quickly PHA9RMACIST Respectfulness toward you How easily could you understand the instructions on the medicine labels Explained how to use the medicine How easily could you understand the language the pharmacist used Q19. You Platinum Health PHARMACY during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the pharmacy in terms of.? *Very small base sizes 80

81 RATING OF CHRONIC PHARMACY In 2018, the highest average rating overall for the Chronic Pharmacy were for how easily you understand the instructions on the medication labels (9.1). For the total sample, all ratings were 8.9 or higher. AVERAGE RATINGS TOTAL SAMPLE BOSVELD RUSTENBURG EASTERN LIMB Overall quality of service Respect shown toward you by the staff How efficiently was your application for chronic medication dealt with Chronic medication is delivered on time Friendliness and courtesy of the chronic medication pharmacy How easily you understand the instructions on the medication labels Professionalism of the chronic pharmacy staff How efficiently did the chronic medication pharmacy process applications for repeat medication Q20. Have you interacted with the Platinum Health CHRONIC PHARMACY during the past six months? If 1 is very poor and 10 is excellent how would you score your experience in terms of? 81

82 RATING OF CHRONIC PHARMACY: % 7 76% 22% 21% 22% 18% 5% 4% 4% 3% Overall quality of service 2% 2% 3% 2% Respect shown toward you by staff How efficiently application for chronic meds was dealt with Chronic meds delivered on time Excellent (9-10) Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) *Please note, some bars too small to display percentages (=1%) % 78% 74% 72% 15% 18% 19% 6% 3% 1% 4% 2% 1% 5% 2% 5% 2% 2% Friendliness/ courtesy of chronic pharmacy How easily you understand instructions on labels Professionalism of staff How efficiently applications for repeat meds were processed Q20. Have you interacted with the Platinum Health CHRONIC PHARMACY during the past six months? If 1 is very poor and 10 is excellent how would you score your experience in terms of? 82

83 RATING OF AUTHORISATION / CASE MANAGEMENT DEPARTMENT The highest average ratings for the Authorisation/Case Management Department were for treated you in a professional way (8.7) and respectfulness toward you (8.7), while the lowest was for fully explaining any costs not covered by Platinum Health (8.1). AVERAGE RATINGS TOTAL SAMPLE BOSVELD RUSTENBURG EASTERN LIMB Overall quality of service Understanding and responding to your needs How promptly the staff respond when you call Having your best interests at heart Treated you in a professional way Fully explaining any costs not covered by Platinum Health Respectfulness toward you Answering all your questions Knowledge the staff had about how to help you Offering advice regarding the procedure or hospitalisation process Used language that you could understand Efficiency in processing your authorisation Q21. You have contacted the Platinum Health AUTHORISATION / CASE MANAGEMENT DEPARTMENT for a procedure or hospitalisation during the past 6 months. If 1 is very poor and 10 is excellent, how would you score your experience in terms of? 83

84 RATING OF AUTHORISATION / CASE MANAGEMENT DEPARTMENT: Excellent (9-10) % 67% 62% 64% 67% 61% 23% 18% 21% 23% 21% 7% 6% 7% 4% 2% 4% 3% 3% 9% 6% 5% 3% 6% 4% 2% 4% 2% 7% Overall quality of service Understanding and responding to your needs How promptly the staff respond when you call Having your best interests at heart Treated you in a professional way Fully explained any costs not covered by PH Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) % 67% 66% 73% 67% 24% 21% 6% 6% 4% 3% 1% 3% 3% 3% 2% 2% 6% 2% 1% 3% 3% Respectfulness toward you Answering all your questions Knowledge the staff had about how to help you 5% Offering advice regarding procedure or hospitalisation process 21% 4% 6% Used language you could understand Efficiency in processing your authorisation Q21. You have contacted the Platinum Health AUTHORISATION / CASE MANAGEMENT DEPARTMENT for a procedure or hospitalisation during the past 6 months. If 1 is very poor and 10 is excellent, how would you score your experience in terms of? 84

85 SPECIALIST LAST VISITED: 2018 In 2018, the specialists most commonly seen by members were an orthopaedic surgeon (14%) and gynaecologist (14%), followed by a neurologist (1). Orthopaedic surgeon Gynaecologist 14% 14% Neurologist 1 Specialist physician General surgeon 8% 9% Ophthalmologist 7% ENT Cardiologist Urologist 5% 5% 6% Paediatrician Oncologist 4% 4% Psychologist/Psychiatrist 3% Thoracic surgeon 1% Other 1 5% 1 15% 25% 3 Q22. You visited a SPECIALIST recommended by Platinum Health during the past six months. What kind of specialist did you see? Please note: Statistics not available for previous years 85

86 RATING OF SPECIALIST: 2018 In 2018, the highest ratings related to specialists were for respectfulness [of the specialist] toward you (9.4), while the lowest ratings were for how long you waited before seeing the specialist (8.4). AVERAGE RATINGS RECEPTION STAFF 2018 Attended to you quickly 9.1 Respectfulness of the staff toward you 9.2 Were friendly and helpful 9.2 Used language you could understand easily 9.3 Treated you in a professional way 9.3 How long you waited before seeing the Specialist 8.4 MEDICAL SPECIALIST Overall rating of the Specialist you consulted 9.2 Answering all your questions 9.3 Made you feel comfortable 9.2 Treated you in a professional way 9.3 Being friendly and courteous 9.3 Respectfulness toward you 9.4 Listening to your needs 9.3 Clearly explaining what they were going to do 9.3 Being polite 9.3 Making you feel they cared about you % 77% 76% 82% 78% 19% 18% 18% 15% 17% 5% 3% 4% 3% 3% Reception staff attended to you quickly 61% Respectfulness of the staff and helpful Staff were friendly toward you Staff used language you could understand easily Staff treated you in a professional way 8 82% 8 81% 82% 23% 8% 15% 14% 14% 14% 14% 4% 4% 2% 2% 2% 1% 3% 2% 3% 2% 1% How long you Overall rating of Answering all Specialist Specialist Specialist was waited before the specialist you your questions made you feel treated you in a friendly and seeing the consulted (specialist) comfortable professional way courteous specialist 82% 82% 81% 83% 81% 14% 14% 15% 13% 14% 2% 2% 2% 2% 2% 2% Respectfulness Specialist Clearly explained Being polite Making you of specialist listened to what they were feel they cared toward you your needs going to do about you Excellent (9-10) Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) Q23. You visited a SPECIALIST recommended by Platinum Health during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience with the specialist in terms of? *Please note, some bars too small to display percentages (=1% each) 86

87 RATING OF DENTIST In 2018, the highest average rating related to the dentist were for the dental reception using language you could understand easily (9.3). The lowest ratings were for reception staff attended to you quickly, reception staff explained what you needed to know and the overall rating of the dentist you consulted (average of 8.9 each). AVERAGE RATINGS DENTAL RECEPTION Staff attended to you quickly Respectfulness of the staff toward you Were friendly and helpful Used language you could understand easily Treated you in a professional way Explained what you needed to know about the reception and facilities DENTAL PRACTITIONER Overall rating of the Dentist you consulted Treated you in a professional way Made you feel comfortable Respectfulness toward you Was efficient Knowledge the Dentist had about how to help you Was sympathetic Gave you helpful advice Q24. You used the DENTIST during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience in terms of? 87

88 RATING OF DENTIST: DENTIST RECEPTION 71% 76% 74% 79% 77% 72% 21% 17% 19% 19% 18% 18% 5% 2% 5% 1% 6% 1% 4% 4% 2% 3% Respectfulness towards you Attended to you quickly DENTAL PRACTITIONER Were friendly and helpful Used language you could easily understand Treated you in a professional way Explained what you needed to know about reception/facilities 74% 79% 79% 81% 76% 79% 79% 8 16% 14% 14% 13% 17% 14% 12% 13% 4% 2% 4% 2% 3% 2% 2% 3% 2% 1% 3% 2% 2% 3% 2% 2% 3% 2% 4% 2% 3% 3% 1% 3% Treated you Made you Respectfulness Was efficient Was Gave you in a professional feel comfortable toward you sympathetic helpful way advice Overall rating of dentist Knowledge dentist had about how to help you Excellent (9-10) Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) *Please note, some bars too small to display percentages (=1%) Q24. You used the DENTIST during the past six months. If 1 is very poor and 10 is excellent, how would you score your experience in terms of? 88

89 RATING OF CLAIMS PROCEDURES With regard to submitting claims, the highest ratings in 2018 were for the claims are easy to submit (8.1) and the claim statement is easy to understand (8.0). As seen in 2014 and 2015, the lowest ratings were for explanations given when claims are not paid in full / rejected (6.8). AVERAGE RATINGS Claims are paid within 30 days The claims are easy to submit Explanations given when claims not paid in full / rejected The claim statement is easy to understand % 56% 18% 23% 12% 6% 11% 11% 4% 6% Claims paid within 30 days Claims easy to submit 43% 13% 6% 18% Explanations given when claims not paid 52% 31% 8% 2% 7% Claim statement easy to understand Excellent (9-10) Good (7-8) Average (5-6) Poor (3-4) Very poor (1-2) SMS Notification Received (2018) 13% 87% Yes No Q25. You submitted a claim to Platinum Health. If 1 is very poor and 10 is excellent, how would you score your experience in terms of the payment of your claim? Q25. Did you receive an SMS notification about your claim? 89

90 MEMBER ADVICE TO PLATINUM HEALTH

91 ADVICE FROM MEMBERS When asked what they would change about their Platinum Health option, more than a quarter of members indicated that they are happy with Platinum Health the way it is (26%). The most common advice from members was to improve service (22%) and lower costs/improve affordability (21%). Members also requested that Platinum Health improve accessibility to service providers (11%). No changes needed/happy with Platinum Health (n=263) Improve service (n=228) Lower costs/improve affordability (n=218) Improve accessibility to service providers (n=115) Increase specialist benefits (n=54) Allow members to be booked off sick for longer (n=50) Improve skills/training of medical staff (n=49) Wider choice of doctors/specialists (outside of PH) (n=38) Improve optometry benefits (n=34) Keep members informed (e.g. benefits, changes) (n=28) Improve communication at facilities (n=19) Improve skills/training of staff (general) (n=15) Would prefer to see same PH doctor each time (n=11) Allow members to opt for non-generic medication (n=9) Improve communication about claims (n=7) Other (n=60) 5% 5% 5% 4% 3% 3% 2% 1% 1% 1% 1% 6% 11% 21% 22% 26% (N = 1029) 1 3 Q26. If you could change anything about your Platinum Health option, what would it be? 91

92 2018 EXECUTIVE SUMMARY