Global healthcare without borders

Global Excel operates across diverse healthcare systems. What are the most significant differences you see between the UK, Europe, and other regions – and how do those differences shape Global Excel’s approach in Europe?

In this role and my previous role we were working across a number of diverse areas. Europe is a collection of countries, and their healthcare systems are all very different – one system does not fit all. The key difference is the mix between public and private. Some countries are very reliant on the public sector, some on the private sector. The difference for us is that the private sector can often be more expensive. The public sector can be less expensive but harder to navigate, but as countries are struggling to afford public-sector health, then we are having to look at alternatives. It all comes back to what the customer wants and what the patient needs. We just have to vary our approach based on that.

What’s key for us is making sure that we understand each market, and proximity to those markets is key. Having built up that experience over 30 years, that’s been really helpful. Also having boots on the ground is really key – so people close to those facilities, especially where our clients and patients are likely to go, is really important. We’re all about making sure that what we do is really responsive. We’re transparent, we can justify what we do, but ultimately we’re delivering good value for money whilst delivering a strong patient journey at the same time.

What’s key for us is making sure that we understand each market, and proximity to those markets is key

With evolving regulations, reimbursement models, and patient expectations across Europe, what do you see as the biggest challenge – and the biggest opportunity – for Global Excel in the UK and European Union (EU) markets over the next few years?

Two or three things have been highlighted here. The issue is that they are all evolving together, so the biggest challenge is trying to respond to not just one of those, but all three issues.

To us, the answer to that is smarter coordination – that’s making sure that we enhance the outcome for our patients, making sure that we’re helping insurers with their costs, but at the same time not impacting on the quality of care. Initially it was to help in countries where there was a need for cost containment, but now it’s more about the member journey, so we moved into that sphere. One of the issues that comes with being too easy to pay is that you can have a fraud waste and abuse issue, so we’ve got to make sure that we marry those two things up and manage that appropriately.

You joined Global Excel late last year, having come from another leading provider of global healthcare services. Leading teams across multiple European countries comes with cultural and operational complexity – how do you ensure alignment and maintain a strong company culture while respecting local market realities?

Both my previous role and this role have been global, so we’ve had people in various countries around the world, and it’s a real challenge. It’s a complexity, but it’s an enjoyable complexity to have.

It’s nice to see different cultures, and I think you can’t underestimate the power of having a shared goal, a shared commitment – making sure that people are incentivised in the same way. My first six months at Global Excel have been about bringing that together, understanding what we want to achieve over the next five years, and we’re putting that together now. It’s amazing seeing businesses, that have previously been working on their own, see what a combined value can bring. We cannot be one culture fits all, but we’re evolving that right now in terms of the right thing for Global Excel International.

Our team know exactly who to call, what to do, how to get those people out. And make a real difference

Healthcare is ultimately about people, not just systems. Can you share a moment – either from your career or from Global Excel’s work – where you were personally reminded of the human impact behind the services you provide?

It’s so easy to do! Having worked within a global healthcare insurer, and now within Global Excel, every day we are touching the lives of people. I thought we were really close when I was working at AXA, but actually we’re even closer now – really involved in those day-to-day decisions that affect people’s lives. I was in New Zealand recently and there was a case where somebody had fallen and broken something and was unable to get out of Kilimanjaro. You wouldn’t know where to start, but our people have done it many times over – our team know exactly who to call, what to do, how to get those people out. And make a real difference.