Simplifying patient pathways: How Medbelle enhances HCML’s operations

Since partnering with Medbelle in June 2023, HCML has experienced significant improvements in both efficiency and patient experience.

To gain deeper insights into how Medbelle has impacted HCML’s operations, we spoke with Gareth, Director of Business Operations at HCML.

According to Gareth, Medbelle’s ability to navigate the UK’s private healthcare network was a key factor in their decision to partner. “For case managers, managing referrals and coordinating care across various hospital groups and consultants is complex. Medbelle simplifies this process, creating a much smoother and more efficient patient journey,” he explains.

HCML initially trialled Medbelle’s services within their low-severity teams. The results were so compelling that they expanded the partnership to include their Personal Injury Case Management and Corporate Health & Wellbeing teams. This expansion highlights Medbelle’s flexibility in adapting to the diverse needs of HCML’s clientele.

The collaboration has delivered tangible benefits for both HCML and their patients. “The feedback from both our internal staff and patients has been extremely positive,” Gareth shares. “Patients now have more choices, more support, and faster turnaround times.”

From an operational perspective, Medbelle has reduced the internal administrative workload significantly. While industry-wide challenges, like billing errors and delays in clinic letter generation still persist and cannot be completely resolved by a single provider alone, Gareth highlights that Medbelle helps to mitigate these issues through proactive efforts and innovative solutions. This approach has accelerated patient pathways and made a substantial difference. “Medbelle’s use of technology and adaptability have been crucial in simplifying the process for our case managers and patients,” he says. According to Gareth, Medbelle has improved SLA performance by 50% compared to other providers.

While exact figures on time or cost savings are unavailable, Gareth stresses that the impact on HCML’s operations is clear. “Medbelle’s integration into our processes means we spend less time on administrative tasks and more time focusing on delivering high-quality care,” he notes.

Beyond reducing admin, Medbelle ensures HCML can confidently refer patients knowing they’ll receive exceptional care. Medbelle’s Patient Care Advisors (PCAs) complement HCML’s case managers by providing concierge-style support, coordinating appointments, managing documentation, resolving issues, and guiding patients through the secondary care pathway. Meanwhile, patients enjoy a seamless experience, as both roles ensure they receive the right care at the right time, with minimal stress or confusion.

This collaboration not only streamlines patient journeys but also frees HCML to focus on broader rehabilitation goals, ensuring every patient benefits from a seamless and high-quality experience. Medbelle provides actionable insights that play a key role in refining decision-making, enabling HCML to continually optimise patient pathways and deliver outstanding care at every step—a standard of excellence enhanced through their partnership with Medbelle.

Medbelle’s flexibility and responsiveness in adapting to HCML’s needs have been key to the success of their partnership. Gareth is optimistic about the future of this collaboration. “We’re excited to continue working closely with Medbelle as both our businesses evolve and grow,” he concludes.

For other healthcare providers considering a partnership with Medbelle, Gareth’s feedback sends a strong message: Medbelle’s innovative approach, commitment to efficiency, and proven ability to deliver measurable improvements make them a valuable partner in the evolving healthcare landscape. Whether it’s enhancing patient care, reducing administrative burdens, or tackling industry-wide challenges, Medbelle is setting a new standard for healthcare delivery.