Healthcare 2019: Nordic Growth
SOS International’s business area Healthcare had an annual revenue of DKK 76 million and in 2019, SOS International handled 30,280 cases related to healthcare services.
SOS International’s healthcare business area was established as a separate business line back in 2018 as a long-term investment growth case. The ambition was, and continues to be, to offer full-service healthcare solutions to the Nordic insurance market.
During 2019, SOS International has experienced an interest from the market in the solutions offered and its relevance towards the insurance segment is strengthened.
The results of this major investment are starting to demonstrate and SOS International completes this year with growth on all three Scandinavian markets with the onboarding of important new customers.
In Norway for example, SOS International is heading towards a 50 percent market share of the insurance market on psychology services, and in Sweden physiotherapy is now fully established with a market share close to 25 percent and a wide-ranging national network of treatment professionals.
Digital value creation
Digital user experiences have likewise been in focus for the past year, and by the end of 2019, SOS International had launched several new services, including digital lifestyle screening, online booking of treatment, self-service programs and video consultations within both psychology and physiotherapy.
A complete consolidation of all Nordic case management systems was also completed which entails a much smoother and efficient case management process and a more valid and qualitative source of data. All of which is used to improve and adjust the end-user journey and thereby increasing the quality and level of end-user satisfaction.
In 2019, the Healthcare Division was reorganised in a more country-based structure. The key rationale was to ensure a more efficient local focus.
A strong presence and network founded locally is crucial for the development and services offered, and at the same time, the business benefits from a Nordic foundation, while a strong local presence ensures a comprehensive knowledge of and response to local needs.
During the year, competence development and training of employees have been a key focus area on all locations. A persistent focus on attracting the right competences and talent will future proof the organisation and assure a complete match between the customers’ demands and the competences and profiles in the organisation.
In addition to this, the ambition is to broaden the competence set of each employee with the purpose of servicing full treatment courses and make sure that everyone can service phone lines, video solutions and claims handling.
Further growth and development of the best healthcare solutions in the market will support the future ambition of becoming Nordic market leader.
Digital healthcare solutions stay on the agenda in the coming years and the ambition is to provide top class services and solutions within digital healthcare. This will ensure a fact and data-based level of quality to customers and end-users and an assurance that evidence and facts form the basis of the way services are developed and offered.
Through the past two years, high quality and end-user satisfaction has been obtained in our deliveries and the ambition is to constantly aim to improve the level of quality.
Furthermore, improvement of operational efficiency as well as a reduction of the average claims costs are some of the strategic focal points when looking into the coming year.