16th March 2020, Health Assured Covid-19 Statement

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16 March 2020

COVID-19 Health Assured CEO Update


Health Assured wish to keep you regularly updated with our response to COVID-19 as part of our Business Continuity Plan (BCP). We are actively monitoring the situation and its ongoing impact across the UK and Ireland. Our thoughts are with all those that have been affected by COVID-19 and we wish to assure you that our focus remains–to support the health and wellbeing of our clients, their people and our team members.

Due to the sensitive nature of our core service, we already have a provision to deal with sudden increases in demand and business continuity. We have made extensive preparations across our business to manage resilience and maintain service delivery to our clients through this period of extended uncertainty. This includes assessing the helpline demand, following Government guidance and understanding the potential impact of any disruption to our core service delivery–all of which will inform our business continuity planning.


Preparation and planning

Our BCP is built on a robust approach to risk management, scenario planning and stress-testing our operational capabilities. Our business continuity planning team are meeting daily to assess the levels of risk and have been making preparations for any potential significant transmission of COVID-19 in the UK and Ireland.


  • Our sophisticated telephony and case management system allows our workforce planning team to continuously monitor all core elements of service delivery, including telephony, email and instant chat, providing real-time updates on resource volumes to senior management.
  • Furthermore, robust case management processes are in place to maintain the delivery of face-to-face therapy. In the event that travel restrictions are imposed or there is a requirement to self-isolate, then by mutual agreement therapy sessions will continue using alternative mediums such as telephone, online or via our secure video platform.
  • Our people have been asked to advise us if they have returned to the UK from any high risk countries and, if so, to avoid coming into our offices or visiting our clients.
  • We have enhanced our already robust processes to promote a clean and safe working environment to ensure the welfare of our teams which has included guidance on best practice hygiene and infection control.
  • Our IT and telephony infrastructure has been tested to support an increase in our people working from home. Plans also include minimising face-to-face meetings and business travel with meetings facilitated via telephone or video conference, as required.
  • We are following the Government, Public Health England / Health Service Executive (Ireland) and World Health Organisation (WHO) guidance including signposting to the NHS 111 (UK) / HSE 112 (Ireland) service and encouraging our clients to do the same when most appropriate in order to maintain the health and wellbeing of their people.
  • Our crisis management team, continue to meet, assess and review the situation in order to ensure we are suitably prepared for any significant business interruption.


Health Assured’s commitment to you and your people

We fully understand that the threat posed by COVID-19 may cause anxiety amongst your people and their loved ones. We also recognise the potential for mental and physical impact on your people when deploying your own plans, managing an evolving risk and dealing with absence across the organisation.

We are committed to our helpline delivery, ensuring that the service will remain available and you’ll continue to receive confidential guidance and support, 24/7.

Your dedicated relationship manager and our client services team are here to provide you with any assistance needed to support your people along with regular newsfeed updates on our app.

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