March 2016

BEAT

MAR2016

CONNECTING OUR PEOPLE ACROSS AUSTRALIA AND NEW ZEALAND

Huddling for victory

How Customer Focus Sessions help teams win

Testing our X-Factor Creating the future at Retail X

Finding fulfilment

A new wave of personal development programs

first word

Feedback from our customers is the most valuable tool we have to make sure we provide a service that continues to create longer, healthier, happier lives.

Optical

Dental

“I am terminally ill and I have never been able to see correctly in my life. It never occurred to me that I had severe astigmatism and that my eyes are two different shapes. Sarah at the West Lakes Centre gave me a gift that I haven’t had in my entire life, the gift to see clearly. It is like I am seeing the world for the first time and at the end of my life it is the best gift anyone could have given me. Thank you for everything.”

“Quick and easy assessment and booking for root canal treatment; dentist was lovely and caring and I felt genuinely looked-after.”

Car Insurance

Optical

“Good price, policy is easy to understand, easy to deal with, kept well informed with letters. Haven’t claimed yet, but if I do, I’m sure it will be straightforward as the rest of my dealings.”

MyBupa “I was extremely happy with how quick and easy it was to make a claim, as I’m a working mum with two young boys and am NOT computer literate, I found it stress-free for me to be able to quickly do my claim on line.

Thank you.”

Health Insurance “Good policies and customer service. Prices are competitive. Didn’t get a 10/10 though because even though they removed a part of my benefits from coverage under my policy, they didn’t discount the premium.”

“The price was quite complicated to understand so I recommend you have more printed and easier price structures. The staff member was very friendly and professional to a certain extent but the waiting time was quite long and I ended up waiting a few hours.”

Aged Care “The staff are always ready to help & I feel extremely comforted knowing that my loved one is cared for in such a manner.”

Aged Care “Mum’s mental and physical health have shown significant improvement. The staff have been great and she loves the relationships she has built. A staff member even took mum with her family to the NGV International on a Saturday. Thanks Bupa, you have been great for mum.”

Optical “I like most of the customer service I received at the store and definitely the optometrist, he was so lovely and he took the time to explain everything to me and I think that is hard to find nowadays. First class.”

Travel Insurance “It was easy to obtain and staff were very knowledgeable and friendly. Because of its service I felt safe and I knew I was in good hands should anything have happened whilst I was away.”

Aboriginal and Torres Strait Islander peoples should be aware that this publication may contain images of people who have passed away.

Newges sa mes

4 BEAT 12 24

MAR2016

CONNECTING OUR PEOPLE ACROSS AUSTRALIA AND NEW ZEALAND

Huddling for victory

How Customer Focus Sessions help teams win

Testing our X-Factor Creating the future at Retail X

Finding fulfilment

A new wave of personal development programs

Our cover: Ameer Patel, Practice Manager at All Day Every Day Dental in Kew, Victoria has seen the benefits of the team huddle (see page 4)

Huddling for victory

Short, sharp team meetings and talking tactics may seem more appropriate in the sporting world but it is making a real difference to both the Bupa team and its customers.

Testing our X-Factor Getting our customers to love the Bupa retail experience is less about what we think they might want, and more about finding out what they really want. So we listen to them.

Finding fulfilment

The old adage, ‘Find a job you love, and you’ll never work a day in your life’, could apply to the thousands of people who love working at Bupa - but it doesn’t just happen!

6 The family that plays together 8 Fishbowl feedback 9 A standout success 10 Health & Wellbeing 13 Everyday Hero 14 Accelerating along the four paths to success 16 A day in the life 18 Two sets of very special people

contents

20 Rhythms 22 Bupa Brain Trainer 23 Bupa Doctor 26 Grow 26 thx 4 d txt hlp :) 27 Putting fitness into fundraising 28 Bupa Bites 30 Years of Service

You can also read Beat magazine online at bupabeat.com.au

BEAT | 3

Have you and your team met in a ‘huddle’ recently? In the Bupa world, as in sport, it seems that having a short, sharp team meeting to talk about tactics can help turn a competitive scoreboard into the platform for a resounding win.

Huddling for victory Ameer Patel, Practice Manager, keeps his Customer Focus Sessions to a maximum of ten minutes

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Most of you probably already know the Net Promoter Score. The NPS is used to measure the Bupa customer experience.

Inevitably, the scores show up a mixture of positive results as well as room-forimprovement opportunities. That’s where the broader Net Promoter System comes in. It is designed to turn NPS research into tangible actions, and one of its key tools is what many people call a huddle.

Actually, the official term at Bupa for an NPS action meeting is a Customer Focus Session. But whatever you call them, they are – according to Cassandra Goodman, Bupa’s Director of Customer Insights, Analytics and NPS – the most important part of the whole Net Promoter System.

“We spend a significant amount of time collecting very detailed customer data,” Cassandra explains. “But the Customer Focus Sessions are really the key to turning all the information into actions that directly improve the customer experience. The whole point of the sessions is to tackle very specific topics, in a short period of time, and unlock ideas from our team members for improvement.”

Not only are Customer Focus Sessions vital to turn insights into positive actions, they also help build a powerful team culture as well

Alexander Miranda, Store Manager from Bupa’s Health Insurance store in Waringa Mall, Brookvale, NSW has been running twiceweekly Customer Focus Sessions for just over a year now. He agrees with Cassandra that the ‘Focus’ part is very important. “We always hold them in the morning before the store opens, for 15 to 20 minutes and we only focus on one topic or skill for each meeting,” says Alexander. Just like a football coach with his team in a huddle, Alexander stays on the move, constantly geeing people up.

“We always make sure team members are standing up and moving during the meetings and, as coaches, we will be dancing around to keep the energy levels high,” he says. There’s even a whiteboard. “Each team member also has their own, specifically-coloured pen to write ideas on the board, and it can become quite competitive as to who can have the most ideas for a session.”

For Connie Outhavong, Store Manager at Bupa Optical’s Knox store in Melbourne, motivational messages in the form of ongoing reminders after each Customer Focus Session help maintain the focus.

They prompt team members to keep up the personal commitments they made during

the meetings. “I use a big piece of butcher’s paper that I mark into four squares,” says Connie. “The first square is last week’s theme, so we can check on progress. The second square is this week’s theme, the third square holds the brainstormed points for improvements and the last square is the personal commitments for action from each team member.” The butcher’s paper is then placed up in the lunchroom as a constant reminder of what needs to be done.

All Day Every Day Dental in Kew, Victoria, offers an emergency service as well as regular dental treatment. That can create time pressures for the clinic team and their patients. A recent Customer Focus Session tackled the issue of patients becoming frustrated by longer-than-expected waiting times. “One of the suggestions in the meeting was to phone and text patients when we expected their appointments might be delayed,” explains receptionist Abby Patel.

“This one little action has made a huge difference to customer satisfaction.”

Ameer Patel, Practice Manager, finds the customer feedback invaluable. “As a dental clinic, you rarely get direct customer feedback or opinions in person, as people are

a little reluctant to tell you what they really feel on the spot.” Ameer uses the insights to identify specific pain points or themes for the weekly Customer Focus Sessions and then makes sure they are as short and sharp as a time-out at the basketball. “Our sessions are kept to five to ten minutes only, because we don’t want people to feel we’re having a meeting just for the sake of it. I want our team to arrive at the sessions with plenty of energy, but just as importantly, leave the meeting feeling energised as well.”

The best way to post a winning Net Promoter Score is to make the customers feel valued, but the Customer Focus Sessions have the added advantage of making the team members feel good too.

“Just getting all the team together is great, as we’re all so busy during the day, and these sessions have built a great team culture,” says Abby. Connie appreciates the team-building benefits as well. “Our team now gets together to work as one on very specific actions. We get very comfortable with each other, we’re not afraid to offer opinions or ideas and it builds a very high level of trust among the team.” Sounds suspiciously like a winning formula.

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The family that plays together

After eight months of training with her grandfather, Alexis Winter successfully completes the Bupa Mini Kids Challenge

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Cherie Wilson and her, slightly competitive, Bupa Family Challengers!

From turning the weekly shop into a competitive team sport, to taking part in one of the Tour Down Under’s spin-off events, a fresh approach to all kinds of activities for kids can keep families healthy and bring them closer together.

A number of Bupa’s community support activities and partnerships are focused on family-based activities and it’s not just our customers and residents who are enjoying the benefits, but many of our team members as well.

Cherie Wilson, from the Marion Health Insurance retail store in Adelaide was motivated to enrol her family in the Bupa Family Challenge, a structured, time-based program encouraging families to develop healthier habits, after seeing a notice on the Bupa Intranet. Being a keen cook, and one time apprentice chef, Cherie took on the Sugar Switch Challenge to see how much hidden sugar her family may have been eating.

“As a working mum, you sometimes take shortcuts and buy pre-prepared sauces for meals and packets of snacks for the school lunchboxes,” explains Cherie. And to throw her two children fully into the Sugar Switch Challenge, Cherie came up with her own specific challenge to motivate her competitive 10-year-old daughter and 12-year-old son. “My kids get quite bored at

the supermarket when they shop with me, so I handed them my phone with the sugar switch app and said ‘go and find the item we buy regularly that has the most sugar in it’. I was appalled when they discovered the butter chicken sauce we use regularly contained an enormous amount of sugar we were unaware of.”

Cherie’s family undertook the Sugar Switch Challenge over a four-week period, but the benefits have lasted a lot longer than that. “We have made ongoing changes to our meals, such as making sauces from scratch rather than buying pre-prepared jars and the children have now switched to cutting up carrot, pear and snow peas as snacks in their lunchboxes,” explains Cherie. “For my son and daughter, too much sugar makes them feel slow and sluggish and they can’t think as fast, so they have actively embraced this change themselves and since finding out one can of lemonade can have many spoonfuls of sugar in it, they have stopped drinking that as well.”

For Kelly Winter, Sales Activation Specialist for Health Insurance in South Australia, enrolling her nine-year-old daughter Alexis in the Bupa Mini Kids challenge at the Tour Down Under created the opportunity for some very special time with her grandfather.

“My father is a very keen cyclist and he was delighted to pass on his love of cycling to Alexis, who experiences ongoing medical issues attributed to a rare genetic condition,” explains Kelly. “So Alexis set herself the goal of riding in the 20-minute Bupa Mini Kids Challenge, and then every Saturday for eight months she would go on a ride with my father.”

Alexis wasn’t overly confident initially in her riding ability, but her grandfather

prepared her for race day, picked her up after the occasional fall and both would monitor her Garmin device to check progress. “Once Alexis has set her heart on something, she will be very focused and structured about achieving it, but what has been very special is to see how proud my Dad has been of her progress.”

Alexis successfully completed her 20-minute ride around the UCI World Tour Track start/finish area in January this year as part of the Bupa Mini Kids Tour and has already locked the 2017 event into her diary. ”I’ve never seen my father so proud as when Alexis finished her ride and I’m sure he will be with her every step of her preparation for 2017,” says Kelly.

Further examples of Bupa supporting healthy experiences for families include the WeetBix TryAthlon, held in 11 cities over four months, the School Fun Run fundraising program (for further information see page 27) as well as initiatives such as the Bupa Lunch Box Challenge held at a number of Bupasponsored events.

Healthy family activities To find out more, follow the Corporate Responsibility Community on Workplace.

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Customer Story When 160 Bupa leaders heard from a panel in the ‘Customer Fishbowl’ session at a recent gathering, they received plenty of confirmation that Bupa is well loved – but also heard some direct feedback to show that there is always room for improvement.

Fishbowl feedback “I was delighted to receive a phone call from Bupa early last year,” said Simon about his recent experience of health coaching. “This came at a really good time for me because I was well aware that I needed to look after my health better: to lose weight, do more exercise and get fitter. I really love the service and it’s helped me mightily.”

Two of the other customers also had positive experiences to share.

Bruce is a diehard Bupa loyalist who has all his insurance cover – health, home and contents, car, travel, you name it – with Bupa.

And that’s just how he likes it. “I’m covered,” he said and then joked: “I can have a car accident or burn down my house with confidence. I don’t have to worry about anything!”

His summary must have been music to the leaders’ ears. “I pay a lot of money for ultimate health insurance. But Bupa has paid out a lot of money for my family. I’m quite happy. I won’t change. I don’t believe the other health companies can match what Bupa has got.”

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Bonita’s mother is a longtime Bupa member who now has dementia and is living in a Bupa care home. “I was very reluctant to put my mum into care. It was a decision I probably delayed longer than I should have, but it’s been an extremely positive experience.”

On the other hand, Cassandra told the leaders that she and her husband will never take out travel insurance through Bupa again. Last year they called for help when their booked accommodation in LA fell through and the only rooms they could find at short notice were very expensive. Rather than being able to call Bupa directly, they had to deal with CGU as the US provider of the insurance. “So straight away, we weren’t happy. Because we thought, this is when the chips are down and you want that same support you’ve always had.”

The last member of the panel, Julie, is keen to make more use of the extended services Bupa now offer, but is experiencing

some frustrations. After waiting a fortnight for her new glasses from Bupa Optical, she was in for a shock. “I couldn’t see through them. They then realised they’d put the wrong prescription in my glasses.” A fortnight later Julie was finally given the right glasses.

For Bupa’s Resident GP, Dr Tim Ross, being exposed to such feedback directly from customers was an invaluable experience.

“Hearing comments ‘straight from the horses mouth’ is so important for those of us without a frontline role, because it helps us really understand how customers are feeling,” says Dr Tim. “Bupa is undertaking a significant amount of customer-focused activities and it’s great to hear that it’s either being recognized, or is in areas where it’s truly needed,” says Dr Tim. “A big learning for me was that customers really see us as one brand and one business and hearing their comments shows how important it is for us to be more agile and responsive to all of their needs across all of our businesses.”

My Career at Bupa Setting yourself apart from 1,300 other applicants for one of only nine graduate positions sounds daunting, but for Lauren Thelwell, now with Bupa New Zealand, it comes naturally.

Once Lauren had won through to the final interviews for graduate positions at Bupa UK, she had a very simple tactic to stand out. “I decided I had to be as authentic as possible during the interview,” says Lauren, knowing that many other applicants would be nervous and focusing only on sounding professional. “So when I discovered that one of the interviewers, the HR Director for International Development Markets, was from Liverpool, I thought the best ice-breaker was to start talking about football.”

And it worked!

Lauren accepted a role in the ‘general management’ graduate stream in 2012.

“I was attracted to healthcare in the first place because it’s one of those recessionproof industries and the sector was also becoming very interesting in terms of growth and innovation.”

Lauren was also attracted to the vision and values of Bupa and, because it’s a global business, the potential opportunities to work abroad.

“After 12 months in the graduate position in the UK I wanted to work in another market in an operational role. So I reached out to areas that I thought would be of interest and value to my career,” says Lauren. In another example of ‘zigging when others zag’, Lauren decided New Zealand, rather than the normal graduate outpost for Brits of Australia, would be an ideal destination.

“The great thing about working in New Zealand is that, although Bupa is a big

business locally, the team still feels very intimate and you get closer access to the senior people than perhaps you might in other markets,” says Lauren. “It’s great to be able to phone a leader, knowing they will take your call and support you in both your everyday role as well as your career aspirations.”

Lauren has been in her current position as Operations Business Support Manager, based in Christchurch, for 12 months and enjoys the disciplined project management side of the role as well as reaching out to other markets for advice. “Currently we have an occupancy drive on for our care homes and we have been sharing learnings with our Spanish business to help with that objective.”

Another key to success according to Lauren is to stay positive and not let any opportunity pass you by. “I always think you have to keep developing yourself, and by saying yes to every opportunity that comes your way, sometimes great things can happen.”

A standout success Lauren Thelwell Lauren’s three tips for success 1 Say yes to every opportunity that comes your way 2 Be authentic and positive 3 Don’t follow the crowd – be brave enough to ‘zig while others zag’

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Health&Wellbeing Health & Wellbeing content provided by Bupa’s Health Content Team.

In this issue, Jason Ibrahim, Bupa Wellness Health & Lifestyle Coach, provides his thoughts.

Do you generally gravitate to the controlled environment of the gym to do your exercise?

While the appeal of the gym – convenient, controlled and predictable – is obvious to many, emerging research suggests there may be psychological benefits to exercising outdoors that can’t be replicated on a treadmill, a spin bicycle or during an indoor class.

In recent times, I’ve been actively encouraging people to try venturing outdoors for their health and fitness boost – and they’re not only discovering the physical benefits, but also the genuine buzz that year round outdoor exercise can bring.

Boot camp

Running

Cycling

There are few people who wouldn’t prefer the fresh crispness of a fine autumn morning to the same boring walls that you experience when you go to a group exercise class at the gym. Outdoor training in a group setting can provide that extra level of motivation and enjoyment that is often needed to get results.

That’s why boot camp training has become popular in various parks around Australia and New Zealand. These classes use the environment as a training aid, and they offer the big advantage of open spaces to do runs and exercises. If you’re looking to reinvigorate your exercise routine as we head towards the colder months, why not try a boot camp program close to you?

The colours, the crunch of leaves – is there any better season to run than autumn?

I realise running is not everyone’s favourite outdoor activity because of the high impact forces that your joints need to absorb. That being said, many runners will tell you that there is something therapeutic about running outside that can leave you feeling on a great high. Mixed terrain exercises your body in different ways and changing scenery can make running outdoors one of the most pleasurable outdoor fitness activities there is.

For the non-runners who are not confident at the thought of running outdoors, consider starting with the ‘Couch to 5k’ program (find out more at www.c25k.com), which can slowly condition your body and fitness to enjoy running. Before you know it, you may be running 5km continuously and appreciating the new levels of fitness you can achieve through running.

I have friends who are avid cyclists who swear there’s no better way to enjoy the cooling breezes of autumn, and the beautiful scenic views that often come along with the season, than out on a trail ride. Cycling is a multi-faceted outdoor activity, which can be exciting, challenging, and allows you to explore the environment in the process.

It’s a healthy, low-impact exercise that can be enjoyed by people of all ages, from young children to older adults. Cycling can definitely be a really fun way to get fit – and if something’s fun, you’re more likely to continue to do it regularly. Cycling is also easy to fit into your daily routine by riding to the shops, park, school or work.

Training outdoors: an 10 | BEAT

Swimming

Just get outside

Now I know March signals the end of summer; however this doesn’t have to mean the end of the swim season. For me, swimming is the most invigorating outdoor activity you can do that leaves you feeling revitalised and recharged every time you come out of the water. I particularly enjoy swimming in my local 50-metre outdoor heated pool, which operates year-round. I strongly believe that many people who sit behind a desk and deal with a lot of back pain would benefit tremendously from swimming. For many people who have never had the opportunity to learn how to swim, let me remind you that it’s never too late to get lessons. We generally gravitate towards activities we excel in, and many people are deterred from swimming because of their inability to swim laps. Enquire at your local pool about receiving lessons, and with some good coaching you could be swimming 1km in the pool without stopping.

My advice – get out of the office, house and gym as often as possible. Being in the sunlight throughout the year helps supply the body with vitamin D, a ‘superstar’ nutrient that helps to promote the absorption of calcium and provides strength to bones.

Consider weight training at the gym and doing cardio by walking/running, biking, or swimming outdoors. The benefits of outdoor exercise go beyond fitness, so try incorporating more outdoor activity into your lifestyle this autumn, and you too may just feel healthier and happier for it!

Autumn challenge BEAT | 11

Testing our x-factor How do you make sure customers love your retail experience? Well you get them to test it out first, get them tell you what they think… and then you make it even better!

That’s the inspiration behind Bupa’s new Retail X Prototype Lab based in Sydney’s CBD, above the King Street retail store.

“Retail X is a purpose-built customer testing space that is a first for Australia and New Zealand,” explains Renee Jeffery, Bupa’s Customer Experience Design Manager. “It allows us to test all sorts of different physical and digital experiences with our customers, in a real word setting, to make sure they’re working successfully before rolling them out to the wider network.”

Testing started at Retail X in February 2016 and it’s not just customers who are part of the research, but team members as well.

“It’s vital that new customer experiences

12 | BEAT

work for both customers and our own team members, so we will be seeking feedback from both these groups as part of the research process at Retail X,” explains Renee.

The new lab is split into three different zones. The first is the Decompression Entry Zone, which simulates how customers move from a busy shopping center or shopping strip and ‘decompress’ when entering a store.

Different experiences will be tested in this environment, from furnishings and ambient music, to even scents, to make sure the waiting experience is a positive one for customers.

The next space is the Customer Impact Seminar Zone that allows marketing and communications materials to be tested as well as co-creation sessions where customers are actively involved in designing new retail experiences with Bupa team members.

The final space is the Skype Zone, which houses video conferencing and online communication facilities allowing virtual customer experiences to be tested for regional and remote areas.

“The retail environment is now heavily influenced by the science of design and psychology, and while test stores and flagship

stores are often used by other retail categories to trial new initiatives, Retail X really is unique in Australia and New Zealand for health services,” explains Renee.

Retail X plans to have a rolling quarterly program of customer experience testing and once new initiatives are given the green light, they will then be piloted across five actual stores in Australia, for further testing, before being fully rolled out into the retail network.

While initially created by the Sales and Growth division to help the Health Insurance business, Retail X is available to all Bupa divisions and teams to test customer experiences.

Find out more on the Retail X Community on Workplace.

What do you do with the small percentage of survey respondents who may have an issue with Bupa? Well if you’re Matthew Stopford and you’re on secondment with Bupa’s Customer Relations Team, you phone them up for a chat!

Bupa’s regular research to track its Net Promoter Score (NPS) measures how many customers would actively recommend Bupa to family, friends or work colleagues. As part of Bupa’s ongoing initiatives to better understand all of our customers, the most recent NPS survey respondents who said they wouldn’t recommend Bupa were given the chance to request a call back to discuss.

And that’s where the Customer Relations Team and Matthew Stopford stepped in.

“Having been a team leader in the call centre previously, handling awkward conversations is often part and parcel of your day, especially if you’re in charge

of complaints and escalations,” explains Matthew. But what surprised Matthew most was how surprised the customers were when he phoned! “Many of the calls started with a ‘oh, wow, I never thought you’d call me back’ and therefore began on a more positive footing.”

Matthew’s technique for handling awkward conversations is to always stay calm and try and dig for the specific ‘pain point’ that may have led to the customer being unhappy. “Often you find people make very general statements and you have to keep digging and really listening to get to the bottom of their complaints,” he says.

“Sometimes you find it can be as simple as never having claimed and being unaware of what they’re covered for or how to use their private health insurance. By explaining levels of cover, often you can review their policy and switch them to a more appropriate product if required.”

Matthew also explains that if a mistake has been made that’s created the customer dissatisfaction, it’s important to acknowledge that and try to fix it straight away. “People will understand that no one’s perfect and will accept errors if they’re recognised and a genuine attempt to fix them is made.”

“Overall we’ve had a great response from this pilot program of calling customers who wouldn’t recommend Bupa, with most of them very happy to hear from us. By listening to their issues, we’ve been able to clarify situations and in many instances shift customers over to a more appropriate level of cover to their benefit and ours. Most of the time, unhappy customers just want to be listened to, and once they have, generally they have a much more positive view of the company,” says Matthew.

With six months left to run on his secondment to the Customer Relations Team, Matthew hopes to be involved in more of these NPS callback programs, and feels the success of the first pilot might lead to the callbacks becoming a permanent feature of Bupa’s customer relations in the future.

EverydayHero Matthew Stopford Tips for handling difficult customer conversations • Always stay calm • Let the customer speak • Remember it’s a conversation • Don’t counter their arguments • Dig for the specific pain point • Admit any mistake and try to fix it

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2016

Over time we need to keep reinventing ourselves and our services to meet the changing needs, lifestyles and expectations of our customers, residents and patients. And, in 2016 as in every other year, that means small shifts in the way we all tackle our jobs and contribute to the organisation’s success.

A&NZ Strategic Priorities Customer Transformation Being One Bupa Expanding in Health and Care

Bupa2

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Profitable Growth

0

Passionate

Caring

This year’s overall strategy for Bupa A&NZ maintains our focus on the four strategic priorities we first set in 2014, with a new ‘driver’ to help us achieve those goals.

We’ve been innovating all along, but in 2016 becoming an even more innovative organisation will help us transform our relationship with our customers. A lot of that will be driven by more extensive use of digital platforms as well as putting the customer at the heart of what we do.

As Johanna Mendoza, Manager of the Bupa Health Insurance store at Doncaster in Victoria, puts it: “It’s really important for us to be able to promote being a digital business to our post-millennial kids. They are definitely our future customers.”

Delivering more and more of our services through contemporary ways of working will speed up the rate of change within Bupa and help us address our first priority: customer transformation.

“If there’s a way we can have a technology that our customers will just be able to see their optical, their audio and their GP,” says Johanna, “I think they’ll find more value in it.”

Open

Authentic

Accelerating along the four paths to success Dr Ved Berani, the Principal Dentist at Healthy Smiles Dental Group in Blackburn, Victoria, agrees. “If information is provided seamlessly on an easy-to-understand platform, I think that’s going to make a remarkable difference in their healthcare.”

Sometimes it is the simple use of technology coupled with person-first care that can transform the customer experience. Debra Filippini, the Recreation and Activities Officer at the Bupa Donvale Care Home in Victoria, has set up Skype accounts for a couple of residents, including one who is 102. “The first time she Skyped with her son in America made me cry because she was crying.” That’s one pretty special example of how technology can transform and broaden the definition of care in 2016 and beyond.

Of course, the ability to offer expanded services needs to be managed in a coordinated way, which underpins the Being One Bupa approach. The value of that priority is very clear to Ved Berani.

“Being One Bupa will help us expand our care, from a much broader perspective,

Accountable

to our patients,” says Ved. “We can then integrate their other healthcare needs and actually become a source of referral for healthcare services.”

Being seen as an integrated organisation is about how we present ourselves as well as what we do. As Trevor Clarke, a dispenser at Bupa Optical, puts it: “Being One Bupa is about working together and building one brand.”

The third priority, Expanding in Health & Care, builds on that insight. We’re looking at opportunities in health and care where we can expand into new services, much like we did when we launched Bupa Medical Visa Services. We’re also offering our existing customers a broader range of services so we can make a greater contribution to their overall health. That’s even happening inside our care homes, as Care Manager Dominic Evans of Bupa Donvale, Victoria, explains: “Being able to offer in-house care services, including all of our allied health – optical and dental – makes it easier for the residents to be able to get the care that they need.”

Courageous

When we deliver these first three priorities, it will mean we will achieve the final priority: Profitable growth.

We’ll make the most of the services we have, like the expansion of Bupa Medical TeleHealth. “With our Bupa Medical TeleHealth particularly, and the health coaching side of things, we are changing our platform now,” says Rocco Capelleri, a Health Coach and Dietitian. “That’s going to allow us to provide greater support, reach more customers and give them more up-to-date and relevant information.”

And it’s not just about specific services.

There’s a ‘snowball effect’ that means adding some new services can make all of them more popular and speed up growth, as Clare Cooney, a Brand Communication Coordinator, explains: “We know that the more services customers know we offer, the more they love us.”

Visit Workplace to hear more from our people in our 2016 Strategy video.

Extraordinary BEAT | 15

Aday in the life While many university students spent their summer break down at the beach relaxing, two interns from the Career Trackers Indigenous Internship Program were getting a head start on their careers in Melbourne’s CBD by fully immersing themselves in the world of Bupa for ten weeks. Career Trackers is a national, nonprofit organization that creates internship opportunities for Indigenous university students. careertrackers.org.au

Jirra Moffat Jirra is studying a Bachelor of Science at The University of Melbourne and decided to undertake his internship over summer on the advice of friends to help build his network and develop his skill set.

Living on campus at The University of Melbourne in Trinity College, Jirra awakes and heads straight into the college Dining Hall for a cooked breakfast to kick start the day.

Tram into town and a quick check of social media as well as the AFL app for the latest news on Jirra’s beloved Demons!

Jirra is undertaking his internship with Health Insurance, and puts his Gen Z computer skills to good use by helping build powerpoint decks for the team for upcoming presentations.

Sitting in on meetings, Jirra finds the team very supportive by filling him in on the back stories to any discussions and he actively contributes when required.

Lunch is a chance to catch up with fellow students who are also undertaking internships in the city with other companies.

Current favorite is sushi from the neighboring food court, today with a friend who has a summer placement at KPMG. Update communication with Career Trackers on how the internship is progressing and preparation for the program’s annual ‘Leadership Development Institute’ event which is held in Sydney each year and attracts more than 1800 Indigenous students.

Preparation meeting for the Tour Down Under cycling event that Bupa sponsors. Jirra is helping with organization for the tent that will hold the ‘Healthy Lunchbox Challenge’ during the event.

Casual one-on-one discussion with Liz Still, Bupa’s Head of Corporate Responsibility and Sustainability Sitting in on his final meeting of the day regarding Bupa’s Reward and Recognition Program for 2016 and then last check of emails before heading off for the day.

Catch up with friends in town for a quick drink and dinner.

Back to Trinity College to catch up with the handful of friends who are staying there over summer with a kick of the football to take full advantage of daylight savings on the college oval.

Browse through Netflix to see what’s on.

Jirra irons his shirt and gets everything prepared for the morning to enable an extra 10 minutes or so of precious sleep in!

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Natasha Ward Natasha has completed her first year studying a double degree at Monash University in Education and Science and was keen to undertake an internship to develop her skills and because she likes to keep busy!

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While it sounds like an early start for a university student, 6.30am means an extra hour sleep in for Natasha (who gets up at 5.30am during semester for the commute to Monash). Check Facebook!

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Grabbing a breakfast cereal minibox and filling it with milk, it’s off to the bus stop to head into the city.

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Working with Internal Communications, Natasha uploads new content for the intranet, as well as sourcing information for screens and posters placed around the Bupa office.

Natasha sits in on a meeting with an external partner looking to help Internal Communications with live streaming on the new Workplace.

Brainstorm meeting for the upcoming Beat magazine, and Natasha finds herself nominated to be featured for the next ‘A Day in the Life’!

Natasha heads out with the team to grab something for lunch to bring back and eat in the kitchen. Current favourite – Guzman Y Gomez Mexican at Collins Place.

As part of the Career Trackers Internship Program, Natasha has to complete a weekly update of her activities and learnings at Bupa.

Showing her creative side, Natasha tries to make these as fun as possible and often composes a poem to detail her week’s activities.

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As a true Gen Z, Natasha is very technologically literate and hosts an information session for the Internal Communications team on the basics of Photoshop.

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Phone conversation with Natasha’a student advisor and mentor who wants to check in a make sure everything is going well at Bupa.

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Last check of emails for the day and time to get everything filed and ready for a ‘clean start’ for the next morning. Natasha likes to stay highly organized and makes sure nothing is left hanging from the day before so each morning can be attacked anew.

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Onto the bus to head off to Natasha’s casual job at a gym.

Two nights a week Natasha is the receptionist at a local gym, as well as helping in sales.

Bite of dinner after work, then home to settle into some viewing of ‘Dr Who’ on Stan. “It’s my geek session to wind down,” confesses Natasha.

Last task of the day - check social media! Few posts to say good night to friends then it’s off to bed ready for an extra hour’s sleep in before the alarm goes off again at 6.30am!

BEAT | 17

The secret of Bupa Aged Care’s ‘Person First’ approach is that it’s being brought to life by some very compassionate and creative people who recognise the special qualities of many residents and are keen to celebrate their extraordinary lives.

Two sets of very special people “ It’s not like work – it’s fun” “These past three years with Bupa have been the most wonderful of my working life,” says Rosanna Cockburn (above), who has been working in aged care for forty years.

“Every day’s just fantastic.”

Rosanna is the Activities Co-ordinator at the evocatively named Bupa Redroofs in Dunedin, New Zealand. Few of the activities she organises threaten to raise those red roofs, but even the gentlest ones are a constant source of pleasure for the residents.

You might not think of shining shoes as recreation, but it can be a simple source of pride and pleasure to elderly men who have done it all their lives. Rosanna’s regular shoe-shine clinics have become a popular opportunity for the gents to get together and swap stories as they show their skill at brushing and buffing.

“I focus quite a bit on our men,” says Rosanna, “because it’s generally a bit harder

18 | BEAT

to find activities they’ll enjoy.” Another of her successes in that department is putting the blokes in charge of the vegie patch over the weekend when she’s not around. Tending the raised garden beds gets them outside and quietly active, with the added satisfaction of picking their own produce when it’s ripe.

She also took the men out ten-pin bowling and they now hold a weekly indoor bowling tournament, where they compete for the right to take the trophy Rosanna picked up at a $2 shop back to their room as the reigning champion for the week.

Late last year Rosanna installed some Monarch butterfly pupae in one of the living areas. Last month, with theatrical timing, the first butterfly emerged from its chrysalis in the middle of a resident meeting. “The interest in those butterflies is just amazing,” she says. “Everyone was going around saying: ‘Have you seen our baby?’”

There are much larger events as well. Early this year Rosanna kicked off the celebrations of one couple’s sixty-second wedding

anniversary with Happy Hour at 11.30 in the morning. Then they moved to the dining room set up as if at a wedding reception. Some of the residents had created floral arrangements and the centrepiece was a giant chocolate wedding cake. Knowing that Jim, the husband, likes to carry their official marriage documents wherever he goes, Rosanna made him a special album for them and presented it to him to help preserve the precious memories from all those years ago.

The celebration was such a hit with the Bupa team and other residents that Rosanna is preparing for an even bigger encore performance. “We have two couples who between them will have been married for 126 years this year. So we’re planning a double celebration for all four of them.”

That plan sounds very ambitious, but nothing seems to phase Rosanna. “I absolutely love my job because our residents respond so well to everything we do. You get back the effort you put in a hundred-fold.

They’re just so grateful.”

Creating great new memories in old age “It’s an amazing story really,” says Jane Rainbird, the Manager of Bupa Portland, Victoria, and her words apply both to the life of Merle Johnson and the very special way Gail Jaensch chose to celebrate it.

Gail is the care home’s Activities Officer and her ability to recognise immediately what a special person Merle is, and what a great life she’s lived, is at the heart of the story.

From the time she came to Bupa Portland, Gail regarded it as a privilege to sit with Merle and listen as Merle looked back on her life. “This beautiful lady is 83 years young and has an incredible memory for days gone by, telling the stories with so much pride and passion.”

When Gail needed to think of a special project to help her complete her Cert IV in Aged Care, she decided to stage a ‘This is your life’ event in the week of Merle’s 84th birthday.

The first step was to approach Merle’s family to get their consent. “I explained my ideas, why I chose to present this particular project for their mother, and where and when it would take place.” The family were delighted with Gail’s proposal. “When they were asked to have input, it was a resounding ‘yes!’ from them all.”

The family supplied wonderful stories and photos, as well as personal messages for their Mum. Then, very sadly and unexpectedly, her son and his wife died within five days of each other in the lead-up to the event. Again, Gail consulted the family as to whether the event should proceed. And they agreed that it should.

Needless to say, when her son’s message was read on the day, there was not a dry eye in the room. But there was plenty of shared joy that day as well – all around the pianoshaped birthday cake specially made in honour of Merle’s lifelong love of music.

As expected in the ‘This is your life’ format, there were plenty of surprises. Merle

This is Your Life didn’t even realise what form the celebration would take, let alone that she’d be reunited with old friends and bandmates (pictured above) from her days as a pianist. She hadn’t seen some of the guests for more than 40 years, and it was the resourceful Gail who tracked many of them down.

Merle’s party was a genuine one-off that will live long in many people’s memories. But the passion and thought that went into it are part of Gail Jaensch’s very special contribution to everyday life at Bupa Portland.

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Having lived in more than a dozen cities, across many different countries, John Moore, Director of Marketing, Australia and New Zealand is a well travelled, food lover who dislikes both his alarm clock and supermarkets in equal measure, but has a deep respect for Bupa’s purpose.

rhythms

Why Bupa?

First and foremost, it’s Bupa’s purpose and this is the only category I’ve worked in that I actually care deeply about. Being previously involved with a number of publicly listed companies, I also appreciate that it’s Bupa’s different structure that allows for a strong work life balance for team members.

Keeping fit Exercise for me is both a way to keep fit and also to relax. I’ll cycle three to four times a week and also go for a run.

Another motivation to exercise is that I love my food and wine and therefore if I want to fit into any of my clothes, I can’t hit the snooze button on the dreaded alarm clock at 5.30am on cycling mornings.

Favourite book ‘Skunk Works, a Personal Memoir of My Years at Lockhead’ by Ben Rich that explains how the aviation breakthroughs at Lockhead, such as the Stealth Fighter and U-2 spy plane, were created by doing things differently and not following the rules of the day. I try to instil a little of this approach in my team when starting new projects.

Hall of fame moment I’d be gutted to think it’s happened already!

If you think you’ve already achieved your goals, you can only go backwards.

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Sports team I’m a massive fan of the White Sox baseball team, from my time living in Chicago. I’ll happily pay for the MLB.com ‘At Bat’ app so I can watch live video of every game they play, even though they’re not having a very successful time at the movement, in fact, you could possibly say the White Sox suck!

Signature dish I love cooking, but hate supermarkets. So when I do shop for food, it’s during obscure late night hours when I can get in and out very quickly. Current signature dish is pumpkin, burnt butter and sage risotto.

Surprising influences I’m a big believer in the power of visual effects to enhance story telling. The music video that had the biggest impact on me was a-ha’s ‘Take on me’ that combined illustration with real-life video. Any Star Wars movie apart from Episode 1 is also highly recommended.

Finger on the pulse Being in marketing, it’s important to keep on top of consumer trends and popular culture. I take any opportunity that pops up, such as being on a train or tram, to check what’s happening around the world on my phone or tablet.

Social media tool of choice Definitely Instagram, because I love photography and visual effects. I have two sites set up – one for me and another for my two cats, Jasper and Topaz @ Jasper_Topaz.

Finding time for fitness John Moore has successfully mastered a regular exercise routine, but for many of us, a common excuse for not exercising is ‘I just don’t have enough time’. Before you start any exercise program, look at your weekly schedule and see where you can make time for exercise.

• Try carving out time in your schedule by sacrificing an hour of TV time or delegating domestic tasks such as making dinner to other family members so you can fit in an evening exercise session. You could even use lunch breaks for regular walks or TV ad breaks for small activities such as sit ups or skipping.

• Make exercise sessions a priority, not an afterthought. Schedule them in your diary as you would any other commitment.

• Have a ‘quickie’ and give it all you’ve got! Only have 20 or even 15 minutes to exercise instead of 30 minutes or an hour?

Make it really count. Go for a really brisk walk or jog/walk, include a hill or two in your route or find a set of stairs and walk up them two at a time.

• Combine exercise with spending time with family or friends. Plan bushwalks, or try a new adventure together such as hiring kayaks or scaling the beginners’ climbs at your local climbing gym. Or you could catch up with a friend over coffee and a walk.

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ER

E >

Bupa Brain Trainer

S TA R T

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H

Mazes are a popular cognitive activity that can be good brain fitness exercises. They can be as frustrating as they are fun but just tackling one will help keep your mind heading in the right direction... hopefully! Good luck!

BupaDoctor Dr Tim Ross

Have you noticed the growth of the gluten-free trend? With most cafés and restaurants, supermarket chains, and even celebrity chefs getting on the bandwagon, many people can’t help but wonder, “Is giving up gluten going to help me be healthier?” We ask our resident doc for a medico’s perspective on the gluten-free craze – is this common protein really such a bad guy?

Ask the Doc G ot your own question for Dr Tim? Just email it to askthedoc@bupa.com.au

What do think of the gluten-free trend?

Gluten is a healthy part of anyone’s diet unless you have medically-diagnosed intolerance or sensitivity to it. Restricting certain food groups or nutrients, such as many whole grains, may mean you miss out on the protective health effects that a balanced eating plan provides. So the current ‘health trend’ of going gluten-free may actually do more harm than good.

So can gluten actually be unhealthy or even potentially harmful?

It’s a no go only for those who have been medically diagnosed as having an autoimmune reaction to it, which is known as coeliac disease. In this case, the body actually mistakes gluten for a harmful substance and produces antibodies to fight it, as if reacting to an infection. This process leads to changes to the wall of their small intestine which decreases the ability of the body to effectively absorb the nutrients it needs. This can lead to serious health issues.

So, what are your thoughts on non-coeliac gluten sensitivity?

For some people, avoiding gluten may help relieve certain symptoms that are troubling them, such as headache. But I also think there’s a lot of self-diagnosing happening in the community, which can lead people to become unnecessarily fixated on singular

aspects of their diet, believing that a certain change will create some miraculous improvement in their wellbeing, energy or weight. In most cases, this is completely ineffective. People should be looking at their lifestyle as a whole, which includes assessing whether their body is getting all the nutrition it needs to function properly.

It’s probably true that we all eat more glutencontaining carbohydrates than we need to, but in moderation they’re still an essential part of our diet, for energy to get through our day.

So don’t confuse the elimination of gluten with the benefits of consuming less refined carbs and more fruit and vegetables in general.

It sounds pretty boring but eating a wellbalanced diet that includes plenty of fruit and vegetables, in the correct quantities, is what’s most likely to help improve your wellbeing.

Minimising processed foods, and that means unhealthy fats and added sugars too, will be best for your health.

What would you suggest people do if they think they have food intolerance or sensitivities?

If you’re worried about a food intolerance/ sensitivity, there are useful tests that your doctor can order to help you work out what’s going on. Once you have a confirmed intolerance/sensitivity, working with a dietitian can educate you as to which foods are best to include or avoid in your diet.

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The fulfilment sweet spot Pieter Hanekom, the Head of Leadership Development and Engagement, says it’s all about finding the ‘sweet spot’ where we’re doing something we find rewarding that the organisation also needs.

“At the heart of engagement and productivity is passion,” says Pieter. “If everyone does what they really love, that will send productivity through the roof.”

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Part of our 2020 ambition is to make sure people love working at Bupa. One of the keys to a happy working life is to feel fulfilled because we’re using our talents to achieve something worthwhile. A new wave of Bupa personal development programs is finding ways to make sure more of us find that sort of fulfilment as part of the Bupa team.

Finding fulfilment Ignite

Inspire

Ben Woodward, the Commercial Manager of Bupa Medical Visa Services, took part in the Ignite pilot program last year.

Ignite is a new career management program (available in Q2, 2016) aimed at helping Bupa’s people take control of their career trajectories and reach their full potential. “It’s really about owning your career and your personal growth. In reality, we should all be doing that anyway,” says Ben. Previously, Ben felt he’d just “fallen into things and been lucky”. Now he’s “taking a proactive, planning approach” based on the insights the course gave him. “You work out what drives you and how to play to your strengths,” he says.

“You take the time out to take a look at yourself through a different lens.” And that pause for thought is important in itself. “You can often get caught up and not find the time.”

Jane Cussen, the General Manager of the Bupa Enfield Care Home in Adelaide , is equally appreciative of the chance to take time out. “Being away from work – and the temptation to run back or take phone calls – is very, very important,” she says of the Inspire program she’s been doing. “It allows you the time and space to become a better person.”

Inspire is focused on making current managers into even better leaders within the organisation, but for Jane the rewards go well beyond the workplace. “It’s very selfreflective. The things I’ve learned are not just about Bupa, they’re forever.”

Already a successful leader, Jane nevertheless is quick to acknowledge that the program has sharpened her skills. “The thing I love the most is how much of a better manager it’s made me.”

Feel fulfilled

Ready to implement learnings from ‘Leading to Bupa 2020’ is Grant Taylor, with (left to right) Angela Aldous, Jenni Coles and Gráinne Moss

For more information on development programs in your area, contact your People Business Partner.

Aspire

Leading to Bupa 2020

John Pearce, a Development Manager at the Bupa Care Services office in Australia, has found that the Aspire course for emerging leaders “puts polish on basic management skills you may have picked up along the way.”

John went through a bit of a baptism of fire when he joined Bupa Care Services Australia last year and immediately took charge of an $11 million upgrade of nine care homes spread along the east coast of Australia, with only three months to complete it.

Although the project was completed on time, John felt it was “pushing my management and leadership skills to the limit.” Even after just a few months of doing Aspire, John says he feels he can handle pressure a lot better. “I think I’m a different person out of it; more relaxed. You get through the minefield of daily pressures.”

The New Zealand program Leading to Bupa 2020 was originally targeted at the emerging leaders on the front line.

“Rather than aiming to fix a problem, we were strategically building our leadership bench strength, starting with the ‘engine room’ of the organisation,” says Sue Muzolf, Care Services’ Organisational Development Manager in New Zealand.

Then, as participants kept coming back from the workshops speaking a new leadership language and equipped with a new set of models for handling tricky situations, managers like Grant Taylor – the Upper North Island Regional Manager of Rehabilitation – felt they needed to be let in on the secrets.

“I’ve done a few of these courses over the years, as you do,” says Grant, who graduated from the new program for managers last year.

“But this is probably the most effective one I’ve been in. I’ve also done post-grad work that was very theory-based, so I’d heard some of it before. But because the facilitators work in partnership and know the Bupa systems, they were able to make it directly applicable. There was stuff you could take away and use from Day One.” Whereas Grant is an old hand at this sort of thing, Iliui Tuala, a caregiver at the Glenburn Rest Home in Auckland, initially found the prospect pretty daunting. “I thought ‘I can’t do it’, but then I looked in the book and thought ‘I have to try this.’”

And now Iliui ’s very glad she did. The course has given her the confidence to lead her team at Glenburn. “Before I saw myself as a caregiver,” she says. “Now I’m a leader.” And, most importantly: “I feel good about myself.”

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Grow Grow your learning today!

To make sure everyone at Bupa has a consistent and easy way to develop themselves, we have begun to roll out Grow - our new learning and development platform.

With plans to share Grow across A&NZ, this online tool offers more of our people than ever before a personalised and proactive approach to learning via a range of digital devices, anytime, anywhere.

With a variety of cloud-based learning tools available, including videos, virtual classrooms and face-to-face training, accessing Bupa’s learning system has never been easier!

Find out more about Grow by visiting Workplace.

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Conditions

thx 4 d txt hlp :) While many of us use text messaging to say we’re running a little late or to ask for some milk to be brought home, the Bupa Health Foundation has been helping fund a research project that may turn the simple text message into a life saver.

“Around 55,000 Australians go to hospital with a heart attack every year and around a third of those are repeat heart attacks,” says Associate Professor Clara Chow, Director of the Cardiovascular Division at the George Institute for Global Health. “The second attacks are more dangerous, with one in five being fatal, compared to one in ten for the first time heart attack.”

The Institute, with funding support from the Bupa Health Foundation, recently published a research paper on a trial that proved regular text messages to heart attack survivors had positive benefits for their overall health and fitness.

The sample group for the trial received four text messages a week, providing advice and motivational reminders on topics such as diet, nutrition, exercise and smoking.

Alana Fisher from the Bupa Health Foundation Hi Sam, do n’ explains why funding support was provided to the physical ac t forget tivity is good fo George Institute for the trial. “A program such as this r reduces yo you! It ur risk aims to show the value in empowering people to of diabet es, heart attack, st manage their own health. Because it was also focused roke and their com pl on cardiovascular disease, it was a perfect fit for the Walking is ications. cheap. It can be do Bupa Health Foundation.” ne almos t anywhere .A The trial found that simple text messages to need is co ll you m heart attack survivors led to significant reductions in shoes and fortable clothing. their cholesterol, systolic blood pressure and body mass index as well as making them substantially more likely to exercise more regularly and become non-smokers.

The final phase of the research trial will aim to determine the economic benefits of these health improvements, with a paper due for submission later in 2016.

Putting fitness into fundraising It may seem ironic that while schools have had a healthy eating focus for students for some time now, some still use junkfood and confectionery for fundraising drives.

At Bupa, we want to help make a difference to the health of kids and families, so instead of using treats for fundraising, we are a proud supporter of the School Fun Run – a physical-activity based fundraiser where students run or walk to raise money for their school instead.

The Bupa Training Hub is designed to help children and families prepare for sporting activities like the School Fun Run,

and contains healthy recipes for children and tips on exercise and getting ready for a big event. There is also a Bupa Family Challenge ‘Fun Run Challenge’ available via the hub to help boost a family’s training prior to the event to ensure they get the most out of the experience.

The School Fun Run program has been in existence for 27 years now as a healthy alternative for school fundraising. Since 2012, more than $11.5 million has been raised across Australia and New Zealand, involving 1,220 schools, 400,000 kids and 300,000 young Trans-Tasman families.

For more information visit, bupatraininghub.schoolfunrun.com.au or schoolfunrun.com.au/home So how about encouraging your children to get off the couch, and as a family, set yourselves the goal of completing a fun run together?

Four tips to help children get the most out of their training experience 1 Goals can be great Setting goals is a fantastic way to give an exercise program some structure, but make sure the goals aren’t too ambitious!

2 Winning isn’t everything Try and remember that it’s not all about winning! The event is all about children having fun with their friends and getting healthier and more active.

3 Cross-training counts One of the best ways for children to prepare for a fitness event is by crosstraining with their favourite activities.

Try combining things like a swim in the backyard pool with a ride on their skateboard and a game of cricket.

4 Exercise should be fun Remember that exercise should be fun. Try turning it into a game with their siblings or friends and perhaps organising fun family activities like a day at the pool or a family bike ride.

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Health and Caring Campaign

Our carbon target is delivered

In August 2015, we launched our ‘one Bupa’ communications platform, with the first wave of the ‘Health & Caring’ campaign. The campaign uses real stories with real team members, customers and residents across various Bupa businesses to illustrate how Bupa is ‘making a difference in health and care’.

In 2010 we set ourselves the ambitious global target of reducing our carbon footprint by 20% by 2015 (against our 2009 verified carbon footprint) because healthy people need a healthy planet.

The campaign aims to broaden people’s awareness of the services Bupa offers and convey the way in which we deliver them – innovating and putting people first to improve their health and care.

Campaign results include: • Awareness of Bupa as a diverse Health and Care company increased from 20% in July to 28% in Oct, 2015 • 5.3m people were exposed to the campaign on TV at least once • 2.9m complete views of online videos • 70,000 visits to the Health and Caring landing page • Health Insurance NPS increased to its highest point in 2015 during the campaign (from -41% in July, to -27% in August and back down to -39% on Sept) • 9,601 visited Health Services sites via the Health and Caring page The ‘Health & Caring’ campaign will continue through 2016 sharing more great stories across more Bupa businesses. bupa.com.au/healthandcaring

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Sustainability

Results

Bupabites

Information and insights from the world of Bupa to keep you up to date on Global, Market and Business Unit news.

We are extremely proud to announce - we’ve reduced our carbon by 23%, even though we’ve grown by 50% as a business and now have an additional 22.2 million customers and 28,000 more colleagues around the world.

To achieve this, we set up an Energy Saver Fund (ESF) to invest over 100 million dollars in low-carbon and renewable energy projects across the Bupa world. From 233 solar installations in Bupa buildings from Madrid to Melbourne, to increasing our use of electricity from renewable sources, to get over 35% of our electricity this way, every action has made a difference.

Here in Australia and New Zealand we implemented more than 400 energy saving projects, and in Australia this helped us become the largest privately owned rooftop solar power generator in the country!

Achieving this target does not mean it’s over – we’re focused on doing more and our push towards our 2020 goal starts right now.

Follow the Corporate Responsibility Community for more information

Online

Program

Global Speak Up initiative

Welcome to Workplace

To continuously improve Bupa’s global ethics and compliance, it’s important our people feel safe and comfortable to ‘Speak Up’ when they see something they feel is not right. Therefore, Bupa will be shortly launching a global 2016 Speak Up program to promote the importance of ‘Speaking Up’ as a key behaviour at Bupa.

Workplace is officially live and accessible to many of our people across Bupa A&NZ.

There is a strong tie to our values and the ability to ‘Speak Up’, including: • Courageous – being courageous means being brave and speaking up, and we support you to do this • Caring – we treat people with respect and kindness so when you see someone not behaving in this way, speak up • Open – we embrace new ideas and diversity – treating everyone equally is important and we expect nothing less from our people • Authentic – at Bupa, we are honest to ourselves and each other • Accountable – when someone speaks up, our leaders are accountable to take ownership.

By living these values on a daily basis, we encourage our people to be accountable and open to ‘Speak Up’ when they see something that is not right.

This is a key milestone for Bupa, as we work towards becoming a digital business.

Workplace is a leading-edge tool, giving our people a voice online, through any device and helping share health & care stories across Australia and New Zealand.

So far, we’ve had over 2,000 people accessing Workplace and have over 50 communities created, helping our people collaborate online.

For the first time, our Dental practices will have a window into the Bupa world through Workplace.

Bupa Optical will also able to connect with one another, and it will be fantastic to see how we can embed this into our digital strategy in Bupa Care Services Australia.

See you on Workplace! workplace.bupa.com.au workplace.bupa.co.nz

The global ‘Speak Up’ program will be launching soon across Australia and New Zealand.

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Years of Service

Year in year out

Celebrating those people who are always there when you need them.

49 YEARS

25 YEARS

20 YEARS

15 YEARS

15 YEARS

10 YEARS

Gordon Barrett

Nancy Sconce

Dianne Kerr

Luana Pitsillidi

Ann Lenz

Catherine Sanders

Jennifer Wilcox

Michelle Packham

Faatino Fealofani

Vicki Bartel

Angela Connolly

Carmel Salerni

Christine Gounder

Margaret Gibbons

Elizabeth Gates

Sarita Singh

Diana Grayson

Fakaheletupe Mautama

Christine Pye

Barbara Archer

Christina Eames

Amelia Ah Yen

Mariea Kelly

Jarmila Jezek-krejci

Cynthia Bailey

Teremoana Framhein

Linda Zimmerman

Tracy Brady

Lesley Talamai

Roselyn Falukozi

Julie Soles

Jana Jovanovska

Maria Jancar

Glasinka Skopljak

Zahra Hadizadeh

Moira Black

Li Juan Huang

Heather Hennessy

Fatemah Sara Korani

Hemanthi Dissanayake

Paulina Vukovic

Hugo Castro

Jenaya Keogh

Luca Jukic

Pradip Sarker

Debra Twomey

Rosa Pascuzzi

Annette Hayne

Phyllis Bourke

Anna Brown

Uttam Chandra

Janece Bone

Kamal Reddy

Sant Nand

Nadra Hoddle

Rachel Valentine

Stephen Druce

Wendy Teege

Jenny Maber

Harold Honey

Erin Zeller

Karen McCullough

Krishna Chhetri

Cornelya Pontin

Ana Garay

Rosalind McDonald

Radha Gnanasekaran

Shirley Randacek

Helen Kopitas

Leeanne Mifsud

Titilia Deku

Barbara Davey

Suman Kumar

Sharon George

Zacmilo Dela Torre

Rena Antoniou

Fangafua Funaki

Indrani Selvaratnam

Mea Morgan

Sala Moemai

Celedonia Flores

Jennifer Marie

Hansa Raniga

Denise Munro

Chandni Maharaj

James Shanahan

Dean Laurence

Maria Malapitan

Teresa Soole

Lynette Andrew

Hazel Ratabacaca

Corey Liebig

Janet Goninon

Yolanda Leddy

Miriam Rivero

Maureen Rothe

Gail Pallett

Ala Teaupa

Victoria Cooper

Pamela Bunn

Benjamin Morales

Debra Gordon

Soudavone Sounthorn

Gervacio Tacas

Sally Ristevski

45 YEARS Marianne Butler Valda Tyack

Kasaya Gock Lorraine Stokes Vicki Edwards Raelene Thurgood

41 YEARS

Margaret Kalinowski

Barbara Singh

Lydia Prescott

35 YEARS Caroline Powell Margaret Dimos

Andrea Toft Tini Tainui Irene Wade

20 YEARS

Yvette Harrington

15 YEARS Margaret Ryan

Roslyn Thrasy

Sukhdei Singh

Saida Mohamed

Shamsia Solaiman

Beryl Gorman

Robyn Pearson

Therese Bowshall

Khatija Clements

Roselyn Scully

Mary Tancio

John Shannon

Carolyn Williams

Heather Mckibbin

Jeanette MacIndoe

30 YEARS

Raymond Stevens Anna Marchlewska Maralyn McIntyre Rosemary Purcell Josefina Burgess Rhona Adams Rosemary Guy Jeni Keogh

30 | BEAT

Susan Way Therese Eid Marie Morris Naere Rawiri Tacky Chan Pauleen Elkhatib

Elizabeth Barrett Patricia Mccaughan

Fabian Ram Wilhelmina Paje Rachel Oberes Ann Howard Heather Donlevy Raylene Ballard Carol Davey

Sikha Wagle

10 YEARS

10 YEARS

Akoagatama Puleheloto Nosa

Patricia Medina

Freweni Takele

Maria Villaruel

Verenaisi Tubutubu Vickie Curby Leanne Edwards Heather Laing Laurene Lambert Evans Mangoma John Aidoo

Nasra Narayan Louise Cooper Salvacion Edwards Suzanne Kundicevic Karen Edmonds Ku Dzar Mirjana Jevtic Kokila Raman

10 YEARS

10 YEARS

10 YEARS

10 YEARS

Faiilagi Fenita

Gail Watson

Margaret Ewing

Susan McMillan

Henryk Walcynski

Miriam Drzycimski

Julianna Horvath

Juliana Bagby

Kerrie Johinke

Adanech Geleta

Biljana Kostic

Elizabeth Taylor

Dianne Rogers

Shara Goundar

Kathryn Mcphail

Linda McAndie

Jan Rzeznik

Rupinder Kaur

Rupinder Prehar

Julie Cochrane

Pearlie Abregana

Sheetal Singh

Mehnaaz Riyaz

Colleen Lillian Wiggins

Melissa Giles

Seeta Karan

Jennifer Rundell

Amanda Bolton

Margaret Raedel

Jayashree Paul

Julie Harvey

Katrina Wright

Robyn Sawenko

Priscilla Siebring

Julianne Allen

Benita Singh

Gulsen Sallantioglu

Mustiola Aitchison

Joanne Gordon

Anna Czapla

Cecilie O’Neil

Valia Giannone

Maria Speers

Karleen Clay Tigist Kifle Kebede Michelle Sorrentino

Xu Chen

Mary Grace Valdeabella

Sunita Devi

Naomi Whitfield

Thenjiwe Mlalazi

Ya Tang Xu

Mary Singh

Rebecca Fox

Susan Bland

Kumba Tengbeh

Joy Settle

Wendy Moore

Belinda Ford

Teresa Woodhart

James Paulo

Karen Hammond

Corrynne Benge

Maria Phuah

Angela Hicks

Sandra Brown

Charanjit Singh

Lisa Rosetta

Seupepe Etuale

Tsehoy Teshome

Elspeth Forrest

Musu Kamara

Rejimont Thomas

Roland Mordo

Wendy Payne

Naomi Townsend

Wioletta Turos

Fransiscus Winata

Jemanesh Tullu

Gayle Meeks

Stephen Mierendorff

Carolina Chiong

Ma Than Dar Aye

Doreen Rama

Gregory Weger

Marilyn Dillon

Olivia Lopez

Ayawovie Grimes

Duangjai Jackson

Rubelin Pacris

Christine Harrop

Elizabeth Mae Thurston Warren Reimers

Peter Hardenberg Kim Phuong La Jose Joseph Poyaoan Naomi Roberts Rajandran Srinivasan Deborah Twiss Esterlita Aquilano Azra Dedic Sandra Falla

Frances Penny Lila Segran Elizabeth Thomas Delwyn French Carole Stark Jo Powell Janet White Florine Vaz Kareen Modequillo

Elizabeth Griffin Jacqueline Nicoll Anna Sritharan Sharon Jones Lulu Kartika Sam Moller Donna Mclean Ruth Gunther Denise Mossop Sally Johnson Chanelle Perin Nicola Geddes Nicole Bisaro Andrew Waite Mark Nolan Wendy Phillips

Rita Pangilinan

Faas Tautali

Jodi-Anne Thomson

Shannon Irvine

Vila Tutuila

Steve Vo

Lana Mate

Susan Denby

Gnanusha Vasavan

Sonia Manley

Sami Yalavac

Harmanpreet Dhaliwal

Graham Turner

Jasmine Wong

Sandra Fussell

Bianca Mpofu

Alejo Penalver Dana Davis Matilda Karunakaran Lucy Pancho

BEAT | 31

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