Mystery Shopping our New Benefits

 

This month, GSS started with a new benefits provider. The change includes some new services with cool names: WorldCare, Life Works, Virtual Health Care. But what is it like to actually access these services? Time to do some mystery shopping and report back….

First, WorldCare. It sounds amazing: having access to “the best medical expertise available in the world today” when we or a family member are dealing with a major, potentially life-changing diagnosis.  A phone call (1.877.676.6439) got me through to a recording that just said ‘WorldCare Member Care’ then went directly to a beep that I assumed meant ‘leave a message’ which I did at 8:15 a.m. I got a return call at 1:30 p.m.

  • The return call was from a very helpful Clinical Coordinator who takes the initial call, gets the patient profile and sets up a phone consultation with a Clinical Nurse.

  • The Nurse follows up with the individual for medical information to set up the case for referral to an appropriate specialist from a consortium of US hospitals.

  • The large pool of specialists are accustomed to navigating the Canadian healthcare system. With client authorization, they access the needed health care information for consideration. I asked if local specialists may not welcome this approach but that hasn’t been an issue and physicians may even appreciate the added perspective.

As these situations are complex, the timeline for the actual consultation is hard to predict. Talking with the Clinical Nurse happens quickly even the next day based on the caller’s availability. And, as I found, when leaving that first message  you can expect a call back from a Clinical Coordinator within a few business hours.

Next, I called LifeWorks the EAP provider (1.866.331.6851). After answering some basic voice-activated identification questions:

  • I was quickly connected to a very friendly person who explained the different ways of getting support, i.e., through phone, videoconferencing, or in person with a local counsellor. (I realized that LifeWorks was a name change for Morneau Shepell, our long-term EAP provider so any prior information would already be in the system.)

  • The call was a good reminder that, in addition to the different online resources, there is 24-hour access to support which is excellent for shift workers. If counsellors are busy, a call back is arranged at the caller’s convenience, i.e., you could ask that the call back be no later than 11 p.m. 

  • It was surprising to learn that in-person appointments can be arranged within 3 – 5 days which seems very responsive.

Overall, the easy access, friendly response, and multiple access options make this an accessible, flexible support to draw on.

Finally, what about Virtual Health Care (VHC)? To access this service, I needed to first register online (TELUS Health Virtual Care – GroupHEALTH Solutions) with basic personal information and our policy and certificate numbers.

  • After registering, I was immediately at a Consult page that asked if I wanted to connect via messaging or a video chat. I chose video. The consultants were busy, so the system put me into a queue at 3:25. While waiting, I was invited to complete a basic profile and add photos or messages about the contact issue. The process and page content were clear and easy to navigate.

  • At 3:35, I was prompted to confirm my video consult preference. I did so, immediately got a video link and, with one click, was (virtually) face-to-face with a very helpful RN. He reviewed how VHC works and highlighted some impressive features of this service. In addition to the quick, responsive access I experienced, VHC is available 24x7 so is ideal for shift workers or those late nights when dealing with a sick child. (Apparently, Alberta resources are available until midnight then Ontario providers take over.)

  • Nurses and nurse practitioners are available so support can include sending prescriptions and test requisitions. And, of course, this is a live consultation so, through video and photos we can provide added ‘show and tell’ information about the health issue.

I asked if this was a particularly quiet day since the wait time seemed short, but apparently calls were steady so this may be a normal wait time. Given the shortage of doctors, our busy lives, and shift work schedules, Virtual Health Care seems like a new benefit well worth trying out. I was impressed.

Shopping Conclusions

This mystery shopping adventure and all the information I gathered was easily done from my desk using my phone and computer. All the services, like our benefits system, can be accessed via quick phone apps as well. Overall, I was definitely impressed. These services were easy to access, the people I connected with were consistently helpful, well-informed and friendly, and these relevant services are available to us at no cost. Isn’t that just the best kind of shopping trip for you and your family? Enjoy!

Shopping experience contributed by Lucy Rachynski, Accreditation Communication Manager
For more information or questions on benefits, contact Lisa Macdonald, Benefits, Payroll, and People Experience Manager