In the competitive world of private healthcare, patients expect convenience without compromising quality. Whether it’s booking healthcare services like a GP consultation, or ordering a prescription, they want intuitive access at their fingertips. For providers and insurers, delivering that experience requires a robust, centralised digital infrastructure. That’s exactly what Laya Healthcare achieved through its strategic partnership with Medihive. Transforming digital care delivery through a centralised platform, enhancing scalability, patient satisfaction, and service efficiency.
The Challenge
Laya’s digital offerings were spread across disconnected platforms, which unfortunately led to disjointed user experiences for members trying to access various wellbeing services.
In 2019, Laya recognised the critical need for an integrated, user-centric solution that could also scale effectively
Our Solution
In partnership with Medihive, Laya transformed their member experience by centralising all services into a single digital hub, seamlessly available across iOS, Android, and web.
Key features included:
- A unified app with a consistent UX
- Automated benefit validation, ensuring faster access
- Centralised bookings for GPs, nurses, wellbeing services, and more
- Integrated third-party services through standardised API connections
The Results
Since launching the centralised digital platform, Laya has delivered over 500,000 GP consultations, making them the top digital GP provider in Ireland .
Notable outcomes include:
- Complaint rate of just 0.039% across 134,000+ consultations (in 2024)
- Net Promoter Score (NPS) of 63, with 77% of users marked as promoters
- Significant gains in benefit utilisation and member engagement driven by a user-friendly experience
“We’re proud to lead the way in digital health innovation and Medihive has been instrumental in enabling that . Their technology, clinical expertise and strategic insight have helped us deliver a seamless, scalable care experience that sets a new standard for quality and accessibility in Irish healthcare.”
Cian Murphy, Director of Data and Digital Business Design, Laya Healthcare
