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SERVICE EXCELLENCE IS THE DIFFERENTIATOR

With over 40 years experience as a registered, open South African medical aid scheme, Selfmed is an independent entity, offering a comprehensive product range made to suit a variety of needs. This specialist healthcare provider, to individuals and their families who do not qualify for group schemes, utilizes cost-effective and appropriate healthcare resources including leading-edge managed care initiatives.

A staff of 80 makes up the four branches in Port Elizabeth, Cape Town, Johannesburg and Nelspruit. The objective of the company is to retain stability and security so as to instill peace of mind amongst its members. With a long-standing track record, service excellence drives, more than 38 000 lives covered and the financial backing that exceeds legislated requirements, Selfmed is going from strength to strength.

The scheme has combined forces with Aid for AIDS, a company recognised for their experience and expert knowledge in managing the treatment of this disease. Members who register with Aid for AIDS enjoy comprehensive cover and receive education about their disease. They can rest assured that their enquiries are dealt with in complete confidence.

The call centre has been renamed the Service Excellence Centre, where experts offer comprehensive and complete devotion to all enquiries as service excellence is highly valued. It is very fitting then that Wendy Brookstein, Selfmed's consultant in Port Elizabeth, completed the PERCCI-initiated Service Excellence course. This course forms part of a Service Excellence drive from the Chamber and underpins the creation of a culture of outstanding service that goes the extra mile. Included in the concept of service excellence, is the ability to ensure a cost-effective medical scheme administration, the financial ability to pay claims and quickly, transparent communications with members and service providers alike, and the quality of the managed healthcare that is applied.

Selfmed has taken the view that the changing environment within the medical aid sector has served as a good opportunity to streamline their products and services to fit the needs of their clients. Its approach to preparing for these challenges is based on its core values of simplicity, sincerity and security.

"By ensuring a simplistic product range, offering financial security and by taking a sincere interest in its members' well-being, Selfmed has positioned itself to effectively deal with any changes required by the industry or marketplace. Our main differentiator will remain our positive approach and continued emphasis on service," said marketing director, Marthie Bester.

She firmly believes that most of the changes medical schemes have implemented, have resulted in the playing field being leveled, leaving the schemes with little opportunity to differentiate on the basis of its benefit offerings.

Further, she said, "We are well positioned to address all legislative changes and we are positive that we already have all the necessary measures in place to differentiate ourselves on the basis of excellent service. Members of all medical schemes should ensure that their scheme will be able to absorb these changes, with the minimum impact on their healthcare cover and pocket."

Selfmed is an authorized financial service provider, registered with the Financial Services Board, and it is registered as a medical scheme at the Council for Medical Schemes. By fully incorporating Prescribed Minimum Benefits into its product range, in complying with the requirements of the Medical Schemes Act, it allows members of all demographics unlimited access to legislated benefits.

The Scheme's solid financial position ensures a competitive advantage and will continue to offer members the security that their scheme will remain a viable entity in the future.