Knowing what is available
Until we have been impacted by a significant illness, most of us do not know what would most help us, what is available, where to find it or how to access it. We are extremely fortunate to have the NHS and the comfort that emergency and acute conditions will be responded to quickly.
Less urgent treatment and therapies can unfortunately suffer from long waiting lists, therefore support services making therapies available quickly are a massive help for individuals and employers.
Moreover, advisers have found these useful services to promote to clients, especially during the Covid-19 pandemic when in-person GP visits were a no-go.
However, as the old saying goes, 'you don’t know what you don’t know', and the consequence often is that people do not access support because either there is nothing available that is suitable for them or they do not know what would be helpful for them.
There is also a massive amount of help available from charities and support groups, but once again, most people are unaware of what is available.
This takes time to research and seek out, something that is usually too difficult for people when feeling very unwell and vulnerable, but something that professional advisers can do for them as part of their service.
People often tell us that they wished they had known about things and been able to take advantage of them much earlier.
Personalised support
Each client is different and consequently their needs in ill health are different, so personalised support is vital to address everything holistically and truly add comprehensive value, to really make a difference for individual clients and their families.
Having access to an experienced professional, such as a nurse, whether on the phone or via a live chat on an app, can be the hub of a very complex wheel, drawing on many years of experience and providing continuity through a relationship of trust.
The benefits are many and vary by individual, but commonly include:
- Tailored support focusing on the unique needs of the individual in complete confidence, allowing them to share worries and concerns that they feel they cannot with anyone else.
- Holistic support addressing all the physical and emotional needs concurrently, both for the individual, as well as their concerns about the impact on their family members.
- Focusing on what would be most beneficial to the customer. A clinical assessment of needs leads to the identification of the most appropriate therapies/service/equipment and the sourcing from a well-matched supplier, meaning that maximum benefit is gained.
- Provision of relevant information and resources. People vary in their appetite for information, some require masses of detail, others only want high level, need-to-know information. And of course, age, language and other factors need to be considered. Resources can include books, leaflets, web links and digital apps.
- Identification and signposting to support available such as national and, importantly, local charities, self-help and support groups, and other benefits available to the individual via their employer or insurer.
For advisers, taking on the role of researching on behalf of the individual can bring a massive relief. This might include financial support and benefits, nursing and residential care or availability of clinical trials, to name but a few.
Whether the policy is an individual or a corporate one, taking the time to understand what the client's policies are and what is offered as part of the protection package can be enormously helpful for all parties concerned.
Two case studies
Two recent cases illustrate the importance of personalised support driven by the needs of the individual. Both were gentlemen in their late 40s/early 50s who had suffered a stroke.
One was a full-time stay-at-home Dad previously caring for his young son while his partner worked full-time; the other was dedicated to his role as a senior police officer.
