Capita Healthcare Decisions is forming a partnership with Medibank, an Australian insurance and healthcare company, according to a press release issued by Capita. One of the areas highlighted in the announcement is that Capita will provide its TeleGuide product which Medibank has customised to the Australian market.
Capita, with 68,000 staff, is a UK company providing process management and professional support services in the UK, Europe, South Africa and India and has a checkered history with UK Government health service contracts.
In Nov 2008 Capita won the contract to run UK’s NHS Choices website which provides information on medical conditions, treatments and services to UK patients on behalf of the UK Department of Health. The Cabinet Office then refused to renew the £60m 3-year NHS Choices contract with Capita in 2013.
Capita acquired Basingstoke based Clinical Solutions in May 2012 which became known as Capita Clinical Solutions. Clinical Solutions was a provider of clinical decision support and clinical content products for healthcare. The UK NHS Direct helpline (now replaced by “NHS 111” named after the number a patient dials from anywhere in the UK) used Clinical Solutions’ TeleGuide as the clinical content option. TeleGuide tracks the detail of calls from the complaint through to the final outcome and is integrated within a patient management system. In 2012 Capita bid and then withdrew from a tender for NHS 111. As we reported here on 16 December 2013, the Department of Health stated that NHS Direct website struggled to meet the standards required following many reported failures of the 111 service.
In a change of fortunes, in February this year Capita Business Services was awarded a place (along with Optum, MBED Consortium and 7 in-house NHS providers) on the £5bn Lead Provider Framework for Commissioning Support Services and will provide services such as back office finance, HR, GP IT services, contracting, engagement and business intelligence.
Medibank is Australia’s largest private health insurer and also provides other insurance products (pet, life and travel), health services for the Australian Dept of Defence, telehealth services, corporate health services and traveler health services.
Medibank’s Anywhere Healthcare telemedicine platform was purchased by Telstra Health this month (see TTA article 2 April 2015).