RNOH Private Care improves customer support

PPU Watch

Compiled by Philip Housden

Royal National Orthopaedic Hospital Private Care improves customer support

The Royal National Orthopaedic Hospital (RNOH) has recently invested in improving the private patient customer experience. 

RNOH Private Care has agreed to work with Doctify, the online review service, and self-pay patients will also now be able to spread the cost of treatment due to a collaboration with Chrysalis Finance.

Having the ability to offer customers 0% payment terms as well as other finance options will further broaden RNOH Private Care’s appeal to the self- pay market.

Rick Windas, head of the private and international care division at RNOH Private Care, who recently joined the trust from Cambridge University Hospitals, said he was looking forward to offering patients the ability to review their experience online in ‘real time’. 

‘Apart from being able to easily write a review of their experience post-surgery, this will enable future customers to read first-hand accounts of what is available and what to expect, plus give our consultants visibility of how they are perceived,’ he said.

RNOH delivered private patient revenues of £5.5m in 2020-21, down only 28% on the record £7.6m achieved pre-pandemic and significantly better than the NHS-wide average drop of 44%. The trust is the 13th highest ranking NHS trust by private patient incomes in England.

The Royal Marsden reports return of strong private patient demand

The number-one NHS trust for private patient earnings, The Royal Marsden, reports continued recovery of private patient services and revenues over the last quarter. 

Shams Maladwala, managing director at Royal Marsden Private Care, told PPU Watch: ‘We have seen growth at our Royal Marsden sites from UK private medically insured patients and also the return of international patients as UK travel restrictions ease. 

‘Our new Cavendish Square centre, only opened last year, has also experienced high demand for early diagnosis and treatment services. 

‘I am delighted that we have excellent feedback from patients on their experience at the new facility, with 98% rating it as excellent or very good.’ 

The Royal Marsden Private Care contributed £102.3m to the trust in 2020-21; 29.5% of total income, and 26.9% of the total PPU revenues for all NHS trusts in England. 

Philip Housden is a director of Housden Group.