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Member Newsletter
Summer 2013
Understanding
your cover
Keep your cool
We listen
to you…
1300 360 701
this summer
We love our members
& our members love us
www.tuh.com.au
2
what’s inside
We listen to you… 2
Understanding your cover 3
e
v
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p
x
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3
To p
c la ims f o r 2012
The winner of our Member
Appreciation Award
4
Let’s stay in touch –
your way
5
Keep your cool this summer 6
Health Care Centre news
You never know when you will need health insurance and we’re
proud to give you the peace of mind that comes with knowing you
are covered for the best available medical treatment if and when
you need. In 2012 we paid out over $91 million in benefits and the
most expensive claims included $136,666 for major back surgery,
$113,318 for major heart surgery and $106,875 for acute leukemia.
7
TUH supports the community 8
We listen
to you…
Every year we send out a Member
Satisfaction Survey to find out
what you think about how we
are doing and to find ways to
do it even better. Your feedback
last year enabled us to make the
following improvements:
• We’ve designed a fresh,
more user-friendly website
• We introduced Mobile
Member Services so you
can access and update
your membership details
wherever you happen
to be
• We’ve increased the
number of dentists at
the Health Care Centre,
which has reduced
waiting times for dental
services.
De ligh te d me m b e r
dro p s us a li ne
We recently received this letter from a very happy TUH member:
“In the March Members’ Newsletter I read an article about the Eyecare
Centre at TUH. I was impressed with what I read and decided to have
my eyes checked there. I made an appointment for 11 September at
11.10am.
When I went in I found the reception area very well laid out with a
friendly atmosphere. The staff in reception were very friendly and
helpful.
I was called in for my eye examination right on time. I did not have
to wait at all. I was very satisfied with the optometrist’s professional
manner and the way he carried out the examination with all the modern
instruments.
After that, an optical dispenser assisted me in selecting the right glasses.
She fitted and organised the lenses to be made. She was very patient
and friendly.
Overall my experience in having my eyes examined and obtaining new
glasses was very pleasant. It was worthwhile to travel from the Gold
Coast to TUH headquarters on this occasion.”
What a pleasure it was to make this member’s day!
3 3
Understanding your cover
Hospitalisation Guide
We understand that going into hospital can be overwhelming and you’re
probably not sure what to expect. The important thing is that you are
as informed as possible, so you can make the best decision about your
personal health care. The TUH website provides a handy guide to help
answer all your questions - or just pick up the phone and talk to one of
our friendly customer service consultants.
Expecting a baby?
Congratulations! If this is your first time, you may need to take a look at your
current health insurance cover to make sure it suits the needs of your growing
family. So that your baby is covered from birth, you must transfer to family or
single parent membership at least two months prior to the expected due date –
three months before is even better, in case your little one can’t wait to arrive!
Health management programs – designed to keep you well
Many of us like to lead active and healthy lifestyles with regular exercise and healthy eating. Sometimes we put off joining the gym
or going to that weight loss group because of the cost – if this sounds like you, we have good news! You may be able to claim a
benefit on items to keep you well. We have a number of health management programs to help you optimise your wellness and live
healthier, happier lives.
If your cover includes the Health and Wellness benefit, you can claim for health screenings, wellness programs, weight
management and fitness programs. Some popular wellness programs include gym membership, exercise classes, yoga, stress
management, and childbirth education classes. Federal Government legislation allows us to only pay a benefit for these items when
your medical practitioner recommends a health management plan. There are different time limits and completion requirements for
each program and you may need to submit special forms with your receipts.
š You can now claim your Active Health Bonus via
What you need to know when claiming
your Health and Wellness benefit:
The table illustrates the criteria and paperwork
needed to claim the different benefits.
We’re often asked about the difference between
the Health and Wellness benefit and our Active
Health Bonus (AHB). Members with certain
levels of cover*, who complete our annual
health assessment (Health-e-Profile), may access
the AHB to supplement out-of-pocket expenses
on general treatments. The bonus amount
differs depending on your level of cover but
ranges between $75-$125 per person (single
membership). Here’s an example of how it
can work:
If you have a massage that costs $65, and
you receive a benefit of $35 from TUH,
you could use your AHB to cover the $30
out-of-pocket expense.
You can also use the AHB if you have
reached a limit on a particular benefit,
such as major dental or physiotherapy.
Member Services Online.
Health & Wellness
benefit category
Criteria
Gym membership
Per 3 months payable on completion Exercise classes
Upon completing 10 sessions Weight management Upon completing 6 months on the program
with an average attendance of at least 2
counselling sessions per month; 1 benefit
payable per year
TUH
Form Form ReClaim
A
B
ceipt Form
ü ü ü
ü ü ü
ü ü ü
Personal health
coaching
Payment towards annual consultation - 1
benefit payable per year ü
(NIDDM) resistance
training
Have or at a high risk of developing type 2
diabetes; benefit per stage for stages 2 and
3 of program ü ü ü
Yoga
Benefit per completed course (min. 6
weeks)
ü ü ü
ü ü
To help you receive all you are entitled to, we recommend you contact us
before you commence a program. We’ll be happy to advise whether you can
claim and what documents we need to process this benefit for you.
* Ultimate Choice; Easy Choice or Total Care
Hospital with Comprehensive Extras.
š For further information on the above benefits and services visit our website
www.tuh.com.au or contact us on 1300 360 701
4
An d th e w in ne r n
Meet our
people
of TUH’s Mem be r Appre ciatio
Award is
…
TUH has received many quality nominations and choosing a
winner was extremely difficult. Thank you to all of our members
who took the time to tell us why they appreciate a fellow TUH
member. Here is the winning nomination:
Aimee has been with TUH since
she moved to Australia from New
Zealand a year and a half ago in
the wake of the earthquakes in
Christchurch.
“
I’d like to nominate David Robert Cowie as a member
who deserves to be appreciated. David works tirelessly for
Scripture Union Qld. After retiring from a long career with
Education Queensland, he is now a District Coordinator which
means he oversees a team of school Chappies. This work
requires long hours, lots of travel and sometimes week long
camps with kids high on adrenalin and he never complains.
Instead he revels in the challenges and he enjoys seeing lives
change as a result of the work done in the schools.
He’s my Dad, and in the past 12 months my own family has
been through some very challenging times. My husband has
been unable to work due to a workplace incident and my Dad
has supported us through this time. He’s given us words of
encouragement and he’s gone out of his way to help us. For
example, he would come out of his way to drive me home from
late finishes at work when I was heavily pregnant in order to
save me taking the bus. He drove my husband to the hospital in
the wee hours of the morning when I was in labour so that he
would arrive in time for the birth. Along with my Mum they have
stepped in to help to care for our children so I could to return
to work full time so we could continue to meet our financial
commitments (thank you for everything too, Mum!!).
My parents are very giving people and they do it with no
expectation of recognition or reward. This is why I believe they
need to be recognised and rewarded and why I think they’re
deserving of TUH’s appreciation.
Many thanks,
Melina Ryan
”
David has won a $200
voucher to the store of his
choice & for nominating him,
Melina has received a $50
Coles / Myer voucher.
We love hearing from you, especially when it’s to
tell us about members who deserve recognition
for making others feel special. Often they are
‘quiet achievers’ and that’s why we’ve created the
Member Appreciation Award to let everyone know
how much we value them. Thanks to everyone who
wrote in and told us stories about deserving TUH
members.
Do you know a TUH member who
deserves to be appreciated?
Tell us your stories of TUH members you appreciate. Email us
at [email protected] and tell us in 400 words or less
who you appreciate and why. Nominations must include:
• Your name and membership number
• The nominee’s name and membership number
The closing date for nominations is 14th June 2013. The winner
will feature in our next newsletter and will receive a $200
voucher to a store of their choice! If the person you nominate
wins, you’ll also receive a $50 Coles/Myer voucher.
Her role involves processing member
claims following a hospital admission.
fic
Customer Service Of
She liaises with other members of
Hospital Claims
the claims team, TUH Call Centre
(answering hospital enquiries) and the accounts departments of hospitals
throughout Australia.
Aimee McSweeneer,y
Aimee says the most satisfying aspect of the job is processing claims on
time, providing excellent customer service to our members and learning
new things every day. Her biggest challenge is to process the claims
accurately and on time so both the members and hospitals are happy –
which Aimee does to the best of her ability.
About her new home, Aimee has this to say: ‘I love it here in Australia, and
have felt very welcome from the day I arrived!’
Director
profile
John Merrell was elected as an
independent director of TUH in 2004
and is currently Chair of the Business,
Finance and Marketing Committee.
He is a Barrister at Law and has been
in continuous private practice as a
John Merrel
barrister since 2000. John is also a
Director
director of Queenslanders Credit
Union Ltd. He holds a Bachelor of
Business, Bachelor of Laws and Masters of Laws.
John finds his directorship most satisfying because of the close working
relationship with other directors and employees of TUH.
John sees the origins of TUH as one of its strengths: “TUH was brought
into existence by union members for the benefit of union members
and their families. This is the guiding tenet behind everything that TUH
does and which makes TUH such a well run and viable private health
insurance fund.”
While he acknowledges that there are challenges ahead for private
health insurance in Australia, John believes that this will not cause
members of TUH to review their association with the fund.
“One thing that my 8 years on the Board of TUH has taught me is that
our members are loyal to us because of the great service and benefits
our fund provides.”
In his spare time, John likes to read biographies.
5
40th Anniversary celebration
2012 was an extra special year for TUH as we celebrated our 40th
anniversary. We acknowledged this milestone with a number of
activities throughout the year, but the highlight without a doubt
was the gala event held at our newly refurbished Health Care
Centre on 27 November. Nearly 150 invited guests attended, half
of whom were foundation members and their partners - those
who joined the fund when we opened for business in 1972. Other
attendees included current and former employees, directors (also
current and former), union officials, school principals and teachers.
Guests travelled from all over Queensland and also from Sydney,
Adelaide and Melbourne to attend.
The event provided an opportunity to launch the TUH history
book “Strength in Numbers” written by long-time former Courier
Mail journalist, Matthew Fynes-Clinton. You can read
an electronic version on the TUH web site.
CEO Rob Seljak said of the event, “It certainly made me proud
to be a part of TUH, and the passion shown by our foundation
members is as strong as it was when they first joined the fund!”
Let’s stay in touch – your way
Just as there are many ways for you to contact us, we’re sure you have
a preferred way to do business or keep in touch with news about your
health cover. Let us know what works best for you by updating your
details. Here’s how:
•
Via Member Services Online (www.tuh.com.au)
•
Drop us a line via email at [email protected]
•
Write to us at PO
•
Call our Customer Contact Centre on 1300
Box 265, Fortitude Valley Q 4006
360 701
Don’t get caught with a tax bill
this financial year!
Changes to private health insurance laws mean that from
1 July 2012, the amount of private health insurance rebate
you receive depends on your income. If you are affected by
this change and you haven’t prepaid your premium, letting
us know your new rebate tier could save you some money
at tax time. If you are unsure whether you are affected
by this change please check with your accountant - it
may be worth your while. Visit www.ato.gov.au for more
information.
You can register your new rebate tier on Member Services
Online or by calling our friendly customer contact team on
1300 360 701.
Protect
your account details
With the convenience of electronic banking and
transactions it’s easy to be complacent with personal
bank account details. TUH has lots of ways for you to
make payments safely, securely and conveniently: B-Pay,
through Member Services Online or through our secure
phone system. Never send your credit card or bank
account details to us (or anyone else!) via email, or take
screen shots of payment transactions if they also contain
account numbers or other personal information.
to
Co ng ratu lati on s
ou r am ba ss ador
r
Jo die H en r y on he
e
in duct io n in to th
t H al l
Q ue en sl an d Sp or
of Fame.
6
Keep your cool
this summer
Australia is a wonderful place to
live, but we all need to cope with the
high temperatures that our country
throws at us when summer comes
around. The very young or very old
can easily be affected by the heat ‑
sometimes with dire results. Others
who are at higher risk are pregnant
or nursing mothers, people with heart
disease, high blood pressure, lung
disease or who are on medications
for mental illness. This summer it’s
worth putting a few safety measures
into practice to stay healthy in
extreme weather conditions.
What can you do to keep yourself safer:
Signs of heat
stroke
Heat stroke occurs when someone
is unable to regulate their body
temperature and it rises to unsafe
levels. You can recognise heat
stroke by hot, red, dry skin, strong
and rapid pulse, dizziness, nausea
(or vomiting) and possibly faintness
or loss of consciousness. This is
a medical emergency and requires
emergency treatment. If you have
these symptoms or find someone
who does – please call an ambulance
immediately and do your best to
assist them to stay as cool as
possible until help arrives.
• Keep out of direct sunlight
• Find somewhere cool to be
• Turn on your air conditioner to cool if you have one
• Arrange for some air movement (fan, open window) to help
moisture evaporation
• Wear minimal clothing
• Use moist cloths to keep your skin damp - the evaporation of
the moisture will cool you
• Drink plenty of fluids but avoid drinks containing caffeine such
as coffee and alcohol
Heat exhaustion
This condition is caused by an
imbalance of the electrolytes
within the body. People with this
condition sweat excessively and
look very pale. They may also
have muscle cramps. Treat with
balanced electrolytes and use the
cooling strategies on this page.
• Avoid unnecessary exercise
• Recognise the danger signs of heat stroke and heat exhaustion
Preferred
providers
dental
We have an extensive network of more
than 60 dentists across Queensland to
provide easy access to dental services to
our members. These providers charge an
agreed fee per service and all use Hicaps,
so you can claim your health fund benefit
on the spot. Visit www.tuh.com.au for a
full list of providers.
Medications
Some medications can be
affected by heat. These include
beta blockers (blood pressure
medication), anti Parkinson
drugs, antidepressants,
antihistamines, over the counter
sleeping pills, anti diarrhoea
pills, some diuretics and some
psychiatric drugs. If you are
taking these medications be
especially careful if you are
travelling to hotter climates or in
the peak of our summer season.
news
Health Care
7
Centre
Let us help you look good
this summer
Have you been waiting for the New Year to claim
your new benefits? Now is a good time to visit TUH
Eyecare and take advantage of our great offer for
summer:
• 2 pairs of single vision glasses with no out-ofpocket expenses
Interested? Book a bulk-billed eye test today to take
advantage of our great offers.
Needles & pins…
Meet our new acupuncturist, Justin
Porter. Justin is an accredited
acupuncturist and Chinese medicine
practitioner with 12 years experience.
His focus is general practice,
with specialist training in areas of gynaecology,
neurological, mechanical complaints, IBS and general
wellbeing. Justin is available for consultations in
our Health Care Centre on Mondays, Tuesdays and
Thursdays - so why not make your appointment today?
TUH services
Our dietician
recommends:
Corn and Coriander Salad
(Serves 4 as a side dish)
3-4 cobs corn
2 bunches coriander
1 red chilli, finely chopped
1 red capsicum, finely chopped
Olive oil
Red wine vinegar
1 clove garlic, finely chopped
Salt and pepper to taste
1.
Steam corn cobs (leave husks on) in a
small amount of boiling water
2.
Cool, then remove husks and slice corn
kernels from cobs
3.
Prepare dressing in a large mixing bowl
and stir through all the ingredients
4.
Season to taste with salt and pepper
Our Health Care Centre offers the following services:
•
•
•
•
Dental
Optical
Massage Therapy
Physiotherapy
• Podiatry
• Acupuncture
• Dietetics
Health Care Centre Member Sur vey
A big thanks to everyone who took the time to complete our Health Care Centre Member Survey. We were
overwhelmed with responses from over 3000 members! We welcomed your endorsement of what we are already
doing and your constructive suggestions to improve our many health services. This feedback will help us to plan
ways to enhance your experience next time you visit the Health Care Centre.
Winners
of the three $250 Coles/Myer gift cards were:
P. Fooks, Manly West
N. Rouse, Everton Park
G. Brennan, Coolum Beach
For more information about the TUH Health Care
www.tuh.com.au or call
1300 360 701 to book an appointment.
Centre please visit
TUH supporittsy the
commun
School Volunteer Program
During the last semester we sent a small group of volunteers
‘back to school’ to participate in the Oral Language Program
for prep students at Brisbane Central State School. This
friendly, inner-city school has a growing, multicultural student
population with students from a range of countries, language
backgrounds and cultures. Over 50% of students speak English
as a second language. The partnership saw our TUH volunteers
work with prep teachers, an English as a Second Language
Specialist teacher and teacher aides, in a program focussed
on developing students’ ability to communicate in spoken
Standard Australian English.
The program was well-organised and school staff were very
welcoming. It was hard to tell who got the most benefit from
the program – the students or our volunteers who loved the
experience. As the program wrapped up for 2012, the school
acknowledged our contribution with a ‘HUGE thanks’ in their
newsletter, and by posting a message on their signpost on St
Paul’s Terrace. We’re looking forward to further involvement
with BCSS in 2013!
Cracker of a Christmas
Thank you all for your wonderful support of the Brisbane Youth
Service ‘Cracker of a Christmas’ appeal at our Health Care Centre.
This worthwhile initiative raised funds to help young homeless or
disadvantaged people to prepare for work, set up a home or just
have a bed or a meal for the night. In all a total of just over $2000
was raised – a magnificent effort!
World Sight Day Challenge
In October our Eyecare team took part
in the World Sight Day Challenge.
The World Sight Day Challenge is
coordinated by Optometry Giving Sight
to help people who are blind or vision
impaired simply because they don’t
have access to an eye exam and a
pair of glasses. Various activities were
held in our Health Care Centre – a big
thanks to members, employees and
suppliers for your generous donations.
website: www.tuh.com.au
phone: 1300 360 701
email: [email protected]
Profits back to members
PO Box 265
Fortitude Valley
Queensland 4006
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QCT Award Winner
TUH is a proud supporter of the Queensland College of
Teachers ‘Dr Roger Hunter Excellence in Beginning to
Teach Award’ which was won in 2012 by Kerrie Johnstone
from Moreton Bay Boys’ College.
Kerrie will use her prize to travel throughout North and
South America and Canada in 2013. Highlights of her trip
will include working as team leader on a summer camp
in Canada, visiting schools in Canada and the USA and
attending a number of conferences that will enhance her
knowledge and skills in the teaching profession. “I am
looking forward to bringing the knowledge and experience
from the USA and Canada back to share with my
colleagues and the students at MBBC as I enthusiastically
resume my position in the Middle School as a Numeracy
teacher,” says Kerry. “Without this prize money I would not
have had the means to take advantage of the professional
development opportunities abroad. It is a once in a lifetime
trip and I look forward to sharing it when I return”.
438 St Pauls Terrace
Fortitude Valley
Queensland 4006
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