Listening to their membersThe transformation of Transmed from a financially unstable scheme to one that is financially stable has come at a price. Many members of Transmed are unhappy, some so unhappy they have left the scheme.
In an effort to help improve the situation the Transmed board requested S&T to conduct a study which would establish reasons for dissatisfaction and what areas members, ex-members and non-members would like to see improved.
The research found that Transmed is at something of a crossroads. Underlying the problems is a series of issues, which include:
- lack of understanding of what a new generation medical scheme is, how it operates, and what is expected of members;
- on-going expectations that Transmed is a traditional medical aid - and perceptions that it is a poor one;
- suspicion that other groups (black/white, manager/worker, etc.) are doing better out of the scheme.
There were also factors on the positive side:
- loyalty to Transnet and to Transmed;
- a desire for Transmed to 'get it right';
- full support for certain benefits.
S&T recommended that Transmed develop a multi-faceted strategy that seeks to tackle a number of problems simultaneously. This strategy should be built on the recommendations made in the report.
Recommendations included: improving the benefit design and the administration of the scheme, establishing an independent monitoring and evaluating system, improving communication between the scheme and its members.