24 GHP Healthcare and Pharmaceutical Awards 2026 The UK healthcare sector has seen a rising demand from patients to access private healthcare services within time critical situations, a trend driven by persistent wait times and continued dissatisfaction with traditional healthcare pathways. The Medical Concierge Centre has risen to meet this demand, developing care pathways that empower patients to make decisions about their care and ensuring a personalised experience with smooth admissions and transfers. VP New Markets and Innovation Annabelle Neame told us more below. “We want patients to feel involved in the decisions about their care.” Based in London, the Medical Concierge Centre serves as a 24/7 single point of contact for all HCA UK Hospitals. Specialising in urgent, time critical admission pathways, the centre offers urgent admissions and patient transfers, including international and NHS hospital transfers. From case to case, the Medical Concierge Centre strives to provide private, personalised care to each patient and their families, managing and going above and beyond in what are often highly emotive, tense situations. The Medical Concierge Centre works with a wide variety of clients spanning patients, GPs, consultants, embassies, repatriation companies, corporates, insurance companies, travel assistance, and more. In this respect, it deals with a range of cases on a daily basis, ranging from acute admissions following GP assessment, to complex care pathways such as ICU to ICU transfers. The team has built significant experience in handling complex care pathways, for example polytrauma following an road traffic or skiing accident. The centre is driven by a dedicated team of nurse specialists operating across an array of specialisms. The Centre has been led by nurses since its inception, originally established by VP of New Markets and Innovation at HCA UK and former nurse Annabelle Neame, who aimed to leverage her nursing experience to design a service that puts patients’ needs first. The result is a leading medical concierge service that puts the patient at the centre of its operations, guided by an unwavering commitment to the care and improvement of human life. “We always put our patients first,” said Annabelle. “Our focus is to provide patients with a choice and support them in critical situations: being a point of contact for the patient and their family, helping organise all logistics and coordinating insurances, and keeping them informed every step of the way. Our dedication to supporting and familiarising patients whilst working closely with the NHS sets us apart from similar services.” “Exceptional healthcare is built on a foundation of inclusion, compassion, and respect, for our patients and for each other.” A leader in the medical concierge field, the Medical Concierge Centre is the only clinically led, 24/7 service to be fully embedded within a private hospital network . This unique positioning provides the centre with unrivalled access and speed when responding to urgent cases, whilst its ability to offer an around-the-clock clinical nursing team presents a significant advantage to referrers such as GPs and consultants, who value the opportunity for clinician-to-clinician conversation. Furthermore, the team guides patients through liaising with their insurer when necessary, mitigating unexpected costs and delays whilst streamlining the process on both ends. Since beginning the transfer service, the Medical Concierge Centre has facilitated over 2,000 NHS transfers from over 100 NHS hospitals across the country. The service has expanded its reach since the opening of HCA UK’s Harborne Hospital in Birmingham, which provided a more local option for patients situated in the north of England. The centre has continually improved the service in alignment with patient feedback, ensuring that their needs always remain at the forefront of its endeavours. “Our NHS Patient Transfer Service is our biggest success,” Annabelle shared. “Our driver for developing this service was the patients themselves. We were receiving enquiries from patients asking if we could transfer them from their current NHS hospital into an HCA UK facility. At the time, we had no way of enabling patients to exercise their ability to choose where they’re treated, which is what inspired us to establish a safe way to do this.” Looking to the future, the Medical Concierge Centre’s focus remains firmly on the newly launched membership product built around patient needs. This model, in collaboration with London General Practice. provides patients with unlimited, 24/7 access to the Medical Concierge Centre for any private healthcare need , ensuring that help is always just one phone-call away. The team intends to continue growing and expanding this product in the coming months, responding directly to a growing demand across the UK for past, personalised, and streamlined access to private healthcare. Company: HCA UK Medical Concierge Centre Web Address: www.hcahealthcare.co.uk/patient-and-visitorinformation/hca-uk-concierge-centre Best Healthcare Concierge Service 2026 – UK
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