Why I by-passed BUPA and joined MyGP Clinic: A masterclass in human-centred healthcare

How one WhatsApp conversation earned my loyalty — and £45,000 of lifetime business

You may recall me writing a few weeks ago about how the local BUPA/Enigma Healthcare clinic "blew it" when I made an enquiry about PrivateGP services:

"Just go and look at the website."

I've now signed up for a couples contract at MyGP Clinic - an alternative provider in the area - and, as I speculated in the original blog post, BUPA didn't just lose me as a patient for one year - they lost the lifetime value of my membership - I'm paying about £1,500 per annum for Annie and I to become patients - x 30 years?

The encouraging thing about MyGP Clinic has been the customer service experience I've had so far - most of which has been with Tom, their new patient concierge, whose service and attention to detail has been exemplary. We have only met over WhatsApp and a quick call so far, but it has been a business class experience.

On Saturday, I arrived at the clinic for my first new patient assessment with Dr Michael Rampling - a great Front of House experience when I arrived there and a really enjoyable 45-minute conversation - about me.

Dr. MIke's opening comments - "the purpose of this meeting is just to put a face to the name and to establish your objectives - what are you looking for from us?"

My response:

"I'd like to live to at least 100 and I need coaching and accountability to do that."

Given that I've just completed a BUPA Health Screening with a very positive outcome, we are off to a flying start - but I'll still be back at MyGP Clinic next Saturday morning for an extra set of tests to get their data on me started.

"I think we can get you to 100 - let's make a start", commented Dr. Mike.

It's an interesting business model isn't it - £1,500 per annum per couple for unlimited access to healthcare support and advice - the clinic was nicely busy on Saturday morning, and has been every time we have visited The Hollies Farm Shop next door. A thousand local families signed up on that basis is a nice little business.

MyGP Clinic has just opened it's third location in Cheshire - a business that's growing in response to demand.

Let's hope that their customer service maintains its human touch and it doesn't deteriorate into corporate complacency.

Same goes for you, of course.