At Teladoc Health UK, our commitment to delivering high-quality virtual healthcare is grounded in our technology and clinical expertise and the values that guide our daily work. Lewis Poku, our Patient Administration Manager, sees this impact first-hand. He often hears from patients who have felt supported and reassured in difficult moments, and he shares how these interactions are shaped by the values that drive his team daily in this article…
“Compassion, Accountability, Respect, and Excellence are at the heart of how we support people and why we do what we do. These values help us stay focused on what matters most: ensuring that each person receives the right care at the right time in the way that suits them best.
We love the stories people share about the care they’ve received through our service—many deeply personal and sometimes life-changing. Hearing this feedback helps us reflect, improve, and continue to grow. It also speaks to our patients’ trust in us: a remarkable 96% would recommend our services, and our most recent Net Promoter Score (NPS) of 77 shows how valued our care is.
Customer service for virtual patients requires more than answering calls or booking appointments. Our teams undergo in-depth training and regular coaching to ensure they can respond with empathy, sensitivity, and professionalism, especially when someone is feeling vulnerable or in distress.
We equip our teams to notice when something might be wrong, even if it isn’t immediately apparent. That can mean recognising signs of a mental health crisis or knowing when to escalate to clinical staff or emergency services. It’s a serious responsibility and one we take to heart.
Compassion: Caring for the Whole Person
Listening carefully, showing understanding, and offering reassurance are simple but powerful ways we show compassion every day. They’re also essential in helping patients feel safe, understood, and supported. Over time, this builds trust and makes space for open and honest conversations about health and wellbeing.
“The support I received was phenomenal. My issue was identified immediately, and the customer service team was empathetic, responsive, incredibly knowledgeable, friendly, and displayed exceptional communication skills. My issue was solved quickly but they also explained the problem to ensure I understood what had caused it.”
Accountability: Taking Ownership and Following Through
We believe in being open and transparent—owning our actions, listening carefully, and learning from feedback. Whether it’s a comment, concern, or compliment, we take everything on board and use it to help us improve. This approach strengthens trust with our patients and ensures we’re continually learning and adapting to what people need from us.
Respect: Seeing the Person, Not Just the Patient
Behind every phone call, email, or chat is a real person with a unique story. Our teams are trained to treat each interaction with the respect it deserves, taking into account not just clinical needs but also emotional and mental wellbeing. This person-centered approach helps patients feel seen, heard, and cared for.
Excellence: Always Striving to Do Better
We’re proud of the standards we hold ourselves to, but we’re always looking for ways to improve. From reducing wait times to resolving queries more quickly and effectively, we keep raising the bar. Regular training, feedback, and innovative use of technology help us offer a service that’s not only consistent but continues to get better.
We see the impact of our work through the voices of those we support. Here are a few recent user experiences in our latest video: https://vimeo.com/1030677716
Our values—Compassion, Accountability, Respect, and Excellence—aren’t just ideals. They’re woven into the way we train, care, and grow. As we continue to develop our services and reach more people, these principles will remain at the heart of everything we do.”
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