VITALITY find members benefit from better health , tangible financial value , enhanced insurance benefits , alongside compelling rewards .”
He continues : “ Health is a key concern for us , post-pandemic , which makes our member-led approach , with health and wellbeing at its core , really relevant and empowering to our members .”
Member-led digitisation Vitality is driven by its member-centric digital functionality , which has been responsible for developing in-depth customer insights to understand their customer needs . More importantly , it is driven by learning from customer feedback and experience surveys across medical pathways and treatment to really ensure that the customer journey being built matches and manages their expectations , while driving excellence in the customer experience .
Klintworth points out that the memberdriven healthcare approach is one that responds to the full spectrum of members ' healthcare needs . Rather than just focusing on the traditional features that people think of within PMI – specifically , private health insurance – such as in-patient and day patient treatment , Vitality prioritises prevention , primary care , and digital pathways that enable its members to better understand and also navigate the complex healthcare system so that they can access their needs quickly and seamlessly .
“ Additionally , our digital experience teams are composed of both UX teams and the customer experience ( CX ) teams , as it is imperative that they bring together their different skills and effectively collaborate in a way that will ultimately result in an enhanced journey for all our customers ,” says Klintworth .
EXECUTIVE BIO
KEITH KLINTWORTH
TITLE : MANAGING DIRECTOR INDUSTRY : HEALTH LOCATION : ENGLAND
Keith has had an enriching medical career , culminating in specialising and practising as an anaesthesiologist for 15 years . He further extended his interests into private hospitals , eventually becoming shareholder and director of two private hospitals .
He moved into the insurance industry when he joined the then PruHealth in October 2010 as Director of Clinical Risk and successfully expanded his role to Managing Director of VitalityHealth . He was appointed to lead Vitality ’ s Group Operations as Group Chief Operational Officer ( COO ) in October 2020 .
Keith is committed to sustainable private healthcare market focussing on preventative healthcare . His interests also include digital healthcare with focus on primary care services , including virtual GP , CBT , Physio and skin analytics .