June2017
Bupa Therapy Centre
Setting a new standard in disability care
Magical in-store moments How our services can change lives
Bupa Hearing expands Shaking up the audiology market
Connecting our people across Australia and New Zealand
personal development
supportive environment
hours being cut
decision making
understaffing
People Pulse
friendly workplace
learn new skills
pay
enjoy the challenges
going above and beyond
continuously grow workload
team
working
motivated
approachable flexible managers
The Australia & New Zealand People Pulse survey gives you the opportunity to share what you think about Bupa and what opportunities we have to make it a place where everyone loves to work. From 7-21 June the second People Pulse survey of 2017 will be open. Don’t miss the opportunity to have your voice heard.
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A new centre of caring excellence
Taking it to the streets
Everyday Hero Making every minute count
Ask the Doc Standing up for yourself
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Health and Wellbeing Get moving over winter
The award where everyone wins
Celebrating #grateful week
Rhythms Jane Power
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The quiet achiever ready to make some noise
Creating once in a lifetime moments
At Bupa, one thing often leads to another
Helping people succeed from their very first day
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Bupa Bites Information from the world of Bupa
The many benefits of finding, and keeping, regular customers
Years of service Days, months, years... joy
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living the purpose
A new centre of caring excellence In becoming a disability services provider in Australia, Bupa was determined to be a credible and authentic participant right from the very start. The planned opening of the Bupa Therapy Centre in Melbourne later this year represents a big step for Bupa. The company’s first venture into disability services in Australia is an ambitious initiative designed to make a major improvement to the lives of people who access it.
and more competitive marketplace, with the introduction of new products and services tailored to people with disabilities. So we looked at where the gaps were in the current services being offered and how Bupa could positively contribute in this area.” After investigating the market, talking to customers, their carers and clinicians, plus undertaking some testing, an opportunity became clear for Bupa to provide therapy services for people with disability. “Our executive team tasked us with choosing an option, and making sure we did it really well, so we decided to focus on how we could provide therapy services as part of the arrival of the NDIS,” says Sally.
“... we’re now starting to reach out, connect and build relationships with the key bodies in this sector, such as the Cerebral Palsy Support Network, Carers Australia and MS Australia.”
“Bupa started exploring ways it could get involved in the disability sector during 2016, especially with the introduction of the National Disability Insurance Scheme (NDIS),” says Sally Damiani (above), the Senior Strategy Manager, Bupa A&NZ. “We thought the introduction of the NDIS would create a better 4 | beat
Coming from a standing start in this sector, it’s Marita Scott’s job to build the necessary relationships and partnerships to help Bupa deliver excellent therapy services. “Bupa hasn’t been known, in the past, in the disability sector in Australia, which traditionally has been the realm of not-for-profit providers who are deeply embedded in their communities,” explains Marita (right), who is the Relationships Manager at Bupa Therapy. “So we’re now starting
to reach out, connect and build relationships with the key bodies in this sector, such as the Cerebral Palsy Support Network, Carers Australia and MS Australia.” While the reaction to Bupa entering the market has been mixed – with some people delighted such a big player is coming in, and others slightly skeptical – Marita is very comfortable in promoting the role Bupa has to play. “As such a purpose-driven organisation, it becomes very clear when I talk to people that our motivations are truly aligned with our purpose and our values, and they start to become excited about what we will be delivering.” Customer needs were put at the heart of developing the therapy program. “Going to lots of different places is often very intimidating,” says Kristy Trajcevski, who is living with cerebral palsy and is the Vice President of People with Disability. “It would be nice to have the same group of people, doing the same stuff, who you know and who can help you reach your goals.”
People with disabilities, their carers and clinicians were also heavily involved in the physical design of the Therapy Centre itself. The Human Centered Design team responsible for its layout sought guidance from those who will use it most. “Most of the time, when a person with a disability goes to a therapy place, you’re questioning things like; ‘how do I get in?’, ‘can I park anywhere?’, ‘where is the closest toilet?’, ‘can I actually get into these rooms?’,” explains quadriplegic Dale Sheppard (above), Accessibility Consultant, Bupa Therapy. Placing such questions at the heart of the project, prototype models of the Centre were then built and potential users provided further feedback to ensure the centre truly met their needs. “Things like carpet grain has a massive impact on mobility devices because it pushes them a certain way,” says Dale. “By doing simple things, we can make huge impacts on people’s lives.” Michelle Francis is a full-time carer for her 31-year-old son, Chris, who requires 24-hour care. “It was really nice to be asked, for a change, to
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An artist’s impression of the interior design of the Bupa Therapy Centre’s: 1 Kitchen area 2 Lounge seating 3 Reception
actually have some input as a carer. It would be good to be able to associate with other carers because it is very isolating and I think it helps other carers too, being able to talk about experiences and share ideas.” For the team involved in bringing the Therapy Centre to life, its opening can’t come soon enough. “This is one of the most rewarding initiatives our team has been involved with, because the need for what we’re offering is so pronounced,” says Angela Aldous, Bupa Therapy’s Manager. “Everyone is really excited about bringing it to life and setting a new standard for therapy services for people with disabilities, their carers and clinicians.” Marita Scott is equally enthusiastic about the doors opening. “What I love about the Bupa Therapy Centre is the sense of community we’re building between the person with a disability, the carer and the clinician, and this will be a truly unique offering in Australia.”
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Bupa Therapy Centre Snapshot All under the one roof in West Melbourne, Victoria, and open to everyone. “The environment will feel warm, open and non-medical for not only our people, but the customers and their carers as well. The driving force behind everything at Bupa is for people to live longer, healthier, happier lives…..that’s all people,” says Bupa Therapy Manager, Angela Aldous. For people with a disability: Physiotherapy, occupational therapy and speech therapy For families & carers: Desk space and lounges, WiFi, internet terminals and tea and coffee making facilities.
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performance
There’s more to Bupa than people thought! Key results – Chatswood: High campaign recall Improved sentiment towards Bupa Improve awareness of ‘3+’ services
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Taking it to the streets While team members continue to live and breathe our one Bupa approach, not all customers have joined the dots just yet between our various businesses. So the Brand team is literally taking to the streets to show there’s much more to Bupa than many people think! “Bupa’s Local Marketing Campaigns are aimed at bringing the Bupa story to life, to make it real and tangible for our customers, and also embed Bupa deeply into our local communities,” explains Brett Reardon (above right), Bupa Senior Brand Manager. “The idea for the campaign originally came from the strong interest in the bupaview.com.au online tool that visually shows Bupa’s offering on a local map, depending on someone’s postcode. So we decided to bring that to life in communications for specific communities to show many more people the wide range of Bupa services they could access.” Brett and the team identified which areas to focus on for the initial pilot campaigns by looking at communities where Bupa had at least four or more businesses in relatively close proximity to each other, ranging across Optical, Dental, Aged Care and Health
Insurance. “We found more than 25 communities that fitted the bill and decided to focus on Chatswood for the pilot campaign in October 2016, followed closely by Toowoomba and Hobart,” explains Brett. A four-week Local Campaign adheres to a clearly defined threestaged process. Firstly, all the Bupa customers residing in the area are sent a personalised email. “We give them exclusive offers unique to their location, as well as invitations to events that are happening at the same time as the campaign,” explains Brett. Secondly, a three-week advertising campaign is run promoting the breadth, and specific locations, of Bupa’s businesses through outdoor billboards, shopping centre signs and posters at bus stops. And finally, Bupa promotional employees get out and about at pop up stores, booths and local events spreading the message by handing out flyers and showing people in real
time on hand held devices where all of Bupa’s businesses are located. For Kelly Franjic, Area Manager Vic Regional/Tasmania Customer Growth, locally owned competitors can be very strong in provincial areas, often pushing a ‘we give more back into the town’ message. “Many people in Hobart don’t realise how much Bupa puts into the local economy, employing more than 200 people, and the local catchment campaign really gave us a chance to highlight just how much of a contribution we make,” explains Kelly. “Not only did the campaign give us the opportunity to have a great conversation with local people about how much we offer in Hobart, we also saw an increase in revenue during the campaign by more than 20% year on year.”
“ Not only did the campaign give us the opportunity to have a great conversation with local people about how much we offer in Hobart, we also saw an increase in revenue during the campaign by more than 20% year on year.” Kerry Hoffman, Practice Manager at Bupa Dental Toowoomba, similarly experienced a very positive response from the local campaign in her area. “We saw considerably more new patients during March in our practice when the campaign
was running,” says Kerry. “And as we’ve only recently rebranded to Bupa Dental, it was also great for our employees to understand all the different services Bupa offers in the local area.” The Hobart team was also similarly enthusiastic about all the local publicity during the campaign. “Everyone here at Bupa was really pumped about all the advertising, and during the campaign period, it really felt like Hobart was awash in a sea of Bupa blue,” says Kelly. In Hobart, the local campaign was also timed to coordinate with a Bupa Kidfit Triathlon series event, creating what Kelly described as, ‘that extra shine’ for the whole period. Kelly recommends communities about to enjoy a campaign are well prepared and also put in that little extra effort into activities for maximum benefit. “Make sure your stores are all well resourced for an increase in customers and that the team are fully aware of all the Bupa businesses in the local area as customer will be asking about them,” says Kelly. Rather than being just a ‘one off’ in local areas, the marketing team is keen to ensure the catchment campaigns are just the beginning of an ongoing ‘one Bupa’ conversation in specific communities. “We’d love each community to pick up and run with the campaign messaging after the four week period, and all the campaign materials, such as the maps and pull up banners are all available to use locally,” says Brett. beat | 7
Everyday Hero Making every minute count
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everyday hero
With a fascination for science borne from reading Gray’s Anatomy as a six year old, and a burning desire to help others, Dr Hooman Baghaie combines full time study, with dentistry work on weekends and volunteering during holidays, ensuring every minute of his life is making a difference. Even though Dr Hooman Baghaie of Bupa Dental Helensvale has experienced religious persecution first hand, with his grandfather imprisoned for his beliefs and attempts on his father’s life, he has deeply held views on the beauty of all humanity. “As a follower of the Baha’i Faith, I see all peoples belonging to the same human family. This family can be likened to the human body. Just as pain from one part of the body will affect the entire person, to me suffering in one portion of society impairs the whole world. The Baha’i Faith has taught me to see humanity as one and work towards a united human family,” says Hooman. Growing up in his hometown of Shiraz in Iran wasn’t easy when his family was persecuted due to belonging to a religious minority. “I applied for entry into a selective school, sat the exams and was successful, however when it came time enrol, the officials discovered I belonged to a religious minority,” explains Hooman. “I was told I would not be allowed to enter the school. Together with the long history of religious persecution, my parents decided to seek a new country to call home, where we could all enjoy a brighter future.” After nine months residing in neighbouring Turkey, Hooman and his family were successful in gaining a Humanitarian Visa to live in Australia. Hooman was then accepted into the University of Melbourne’s Bachelor of Oral Health program. “I’ve always been fascinated with science, and when I was a young boy my mother had a copy of Gray’s Anatomy and I
was amazed at how all the different organs and cells would come together so beautifully.” After graduating from the University of Melbourne, Hooman then moved to Queensland and completed a Bachelor of Dental Science, and is now studying full time to complete a Doctor of Medicine degree. On weekends, Hooman works as a Dentist at Bupa Dental Helensvale and for the last four years has been volunteering during each university vacation, to give back to those who need it most. “My desire to help others stems from my Faith and my volunteering work extends to any disadvantaged group,” says Hooman. During 2013 Hooman volunteered with the Royal Flying Doctor Service, travelling daily to rural towns in New South Wales, with populations typically less than 100 people, to treat children who would line up in their dozens to receive dental services. In 2014 and 2015, Hooman volunteered in Cambodia and East Timor, providing dental treatment for orphans, who were often collected from very destitute areas including rubbish tips, with more than 30% of the children he treated having Hepatitis B or HIV. “Having seen the health inequalities first hand in rural Australia and third world countries, it is very hard to turn a blind eye. Just as we didn’t get to choose where we were born, these children didn’t choose to be born with HIV or Hepatitis.” So how does Hooman balance the rigours of full time study with dentistry work on weekends and volunteering during holidays?
“I try to be very organised and plan activities to the minute,” explains Hooman. “I make lists of things that need to be done, and continually reorder them in terms of priorities to be as efficient as possible.” One commonly known motivational figure, Hooman seeks inspiration from is American Life Coach Anthony Robbins, not for his tips on commercial success, but his philosophy of giving back. “When Anthony Robbins was young, he lived in a household where food was scarce, and one Thanksgiving Day, a stranger knocked on the door with food supplies,” explains Hooman. “That experience taught Anthony the power of one small act of generosity and now his foundation feeds over two million people globally each year.” “In connection, I feel that Bupa is working towards creating a culture of passion, care and selflessness among its employees, enabling us to look at the skills and resources we have and see how we can be of service to others.”
In 2014 and 2015, Hooman volunteered in Cambodia and East Timor, providing dental treatment for orphans, who were often collected from very destitute areas including rubbish tips, with more than 30% of the children he treated having Hepatitis B or HIV.
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ask the doc
Dr Tim Ross is our resident Bupa Beat doctor. He works for Bupa Aged Care as Director of Medical Services, and continues to moonlight as a practising GP. Each Beat edition, Dr Tim answers a question about looking after yourself and others. In this issue, Dr Tim answers a question from Fin in Bupa’s Melbourne office about the benefits and risks of standing at your desk. Email Dr Tim with your own question at askthedoc@bupa.com.au
Standing up for yourself Fin: I’m lucky enough to work on one of the floors at 33 Exhibition Street, Melbourne that was recently refurbished to give everyone a new electric sit-to-stand desk, and I’m enjoying being able to stand up more during the workday. As the saying goes, “sitting is the new smoking” so it’s great that we are actively doing something to help our people counter the risks. However, there are murmurs around the water cooler about some of the risks associated with standing for too long, such as varicose veins. So, my question is, can you let us know if there is a theoretical maximum number of hours per day that we should be standing at our shiny new desks? Tim: You’re right, Fin, it’s great to see the rollout of sit-to-stand desks in some Bupa locations. The workplace has become a place of increasingly ‘sedentary behaviour’ as the number of work tasks focused around sitting at a computer has increased. In the meantime, a growing body of research is telling us that prolonged sitting is bad for you. It can increase your risk of developing chronic diseases, including heart disease, 10 | beat
diabetes and obesity. The sit/stand desk is just one workplace strategy which aims to help us ‘quit the sit’. But the truth is, the evidence we have on standing at work is still limited and there haven’t been enough quality studies yet to know how well standing desks could counteract the negative effects of sitting. We also know that prolonged standing comes with health risks too – for example, it could increase your risk of issues such as back pain, and varicose veins, as you suggest. Having said that, sitting for long periods of time can increase your risk of these things too. Sitting or standing, if you’re in the same position for long periods, it’s problematic. They’re both being still, and moving is better for you. So, until there is more research we need to be careful with how we use sit/stand desks. For standing desks, a consensus statement in the UK recommends that we initially aim for 2 hours of standing and light activity during work hours, where sitting is regularly broken up with intervals of standing. Over time, you
could build this up to 4 hours of standing accumulated across one day. The idea is to frequently change from sitting to standing throughout the day, rather than to completely replace sitting with standing. Fin: We did some research in our pod and found a source on the web that claimed standing for an hour instead of sitting could burn an extra 50 calories. Does this mean that if we stand for long enough each day, then we can eat a few extra lollies, or enjoy a guilt-free beer or three in the evening? Tim: Whether or not this is true, I would take any benefits as a plus and not subtract them again as a justification for behaviours that are not so good for your health. Nice try though Fin! This article is brought to you by Tim and the Health Content Solutions team. Drop us a comment on Workplace if you’d like to see the sources for this article or have feedback!
Fin O’Donovan (right and above) wants to know if there is a maximum amount of time he should be standing at his new ‘sit-to-stand’ desk
health & wellbeing
“ As the saying goes, “sitting is the new smoking” so it’s great that we are actively doing something to help our people counter the risks.”
Whether your default position at work is sitting or standing, remember there is no single, ideal working posture. For those who are working upright, here are six tips to help you stand and deliver. ix it up M Frequent transitions between standing and sitting (e.g. every 20-30 minutes) are more sustainable than straight standing. Listen to your body – if you’re feeling tired or uncomfortable while standing, sit down and give yourself a rest, even if it’s a brief one. Changing postures is what it’s all about. Taking a short walk between transitions can also help release muscle tension, as can periodic stretching, which may be more practical for those who are standing behind counters. ase yourself into it E Now granted this may sound a bit soft to many of our retail or aged care colleagues who are constantly on their feet, but just like you would train for distance running, you should gradually build up your standing time. If you go from standing zero hours to standing two hours or more every day, without some relief by walking and sitting, you could hurt yourself.
ake yourself comfortable M If there are no constraints on work wear, consider keeping a pair of comfortable sneakers at hand. Standing for long periods in impractical footwear can lead to discomfort. xperiment E Everyone’s schedules and energy levels vary at different times of the day. Depending on how flexible your work environment is, try different routines of sitting and standing to decide what works best for you and your schedule. eek medical advice if need be S Check in with your doctor regarding precautions for standing if you are pregnant or have a pre-existing medical condition, such as a musculoskeletal problem. Consider other options In a perfect world, we would all have the option to sit, stand, move around and vary the nature of work tasks throughout the day to help minimise physical strain. But many modern work practices and job roles are not conducive to this degree of flexibility. While workstation adaptations like sit/ stand desks can play a role in getting people moving more, they are not the only option for those looking to be more active in the workplace. Walking meetings, taking the stairs, visiting colleagues in person instead of emailing them, or even going to a rubbish bin that is furthest away from your work area, can make for a less sedentary day. beat | 11
health & wellbeing
10 great reasons to get up and get moving over winter
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health & wellbeing
Do you tend to get a little weighed down by those winter woollies? Here are ten great reasons to nip the cold weather slump in the bud and stay active this winter. 1 Help reduce stress Take a break and use exercise as a stress reliever. A challenging workout invigorates your muscles and helps distract the mind. Think of it as meditation in motion. 2 Help you feel happier Challenging exercise releases natural endorphins (also known as ‘happy hormones’) that help improve your mood. A great workout can leave you feeling on a high and help you fend off the winter blues. 3 Boost your energy Research routinely indicates that exercise can help you feel more energised. So when you’re fatigued, fight it with this powerful tool that’s readily available. 4 Burn calories Working out can help raise your metabolism to get your body working at a higher set point, even when you’re going about your daily routine. 5 Help make you stronger You rely on your body’s muscle strength and endurance throughout each day. With consistent, challenging exercise and healthy eating you can increase muscle mass while decreasing fat mass and your body will naturally become stronger and leaner.
6 Boost your self-esteem Setting an exercise goal and progressing towards it can be a great way to become more self-assured. As you start to see results – whether it is feeling healthier, happier, or looking fitter – exercise can help build confidence in your own ability to reach health and fitness goals. 7 Be fun Believe it or not, exercise can be really enjoyable! Choose activities that are most likely to interest you and look for ways to increase the fun factor. Have a go at your favourite team sport, for example. Before you know it, you may find unexpected enjoyment in moving your body through exercise. 8 Help you meet new people Many people tend to loosen up when they’re sweaty and out of breath. Gyms, boot camps, fun runs and group bike rides provide a nonthreatening, casual atmosphere for meeting people. So put yourself out there and give it a go. 9 Help you sleep better Exercise can be an incredibly powerful sleep aid. Tired muscles encourage your body to fall asleep more quickly in order to get overnight repair work done. 10 Help improve your overall health Does your doctor give you the lecture about losing weight and exercising more? Once you start exercising regularly, you may actually look forward to your next check-up. Exercise can have a positive impact on a range of factors that can affect your overall health and wellbeing. By Jason Ibrahim – Health and Lifestyle Coach, and Personal Trainer – with Bupa’s Health Content Solutions team
Lamb mint feta pie with mash Serves: 6 Preparation/cooking time: 45 minutes Ingredients 2 large sweet potatoes, peeled and cubed 1 brown onion, chopped 250g lamb mince 3 sprigs rosemary, stripped 400g can lentils (drained and rinsed) 1 zucchini, grated 1/4 cup mint sauce 100g Danish feta 1/3 cup low-fat milk 2 tablespoons olive oil Method 1 Preheat oven to 200°C (180°C fan forced). 2 Fill a medium-sized pot with water, add sweet potato and bring to boil. 3 Place a large oven proof saucepan on a medium heat. Heat the oil and brown the onion. 4 Add the lamb mince and cook until brown. Add the rosemary, lentils, zucchini, and mint sauce, and cook over a low heat for 10 minutes. Remove from heat. Crumble feta over mince and mix through. 5 Drain sweet potatoes, add milk and olive oil, and mash until smooth. 6 Spread the sweet potato mash over the mince mixture, and place in the oven for 20 minutes, or until brown/golden. 7 Serve with mixed vegetables, such as green beans, carrot and cauliflower, or with a garden salad on the side. By Nick Green — Bupa, Accredited Practising Dietitian
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customers
The award where everyone wins Bupa’s great work in dementia care in New Zealand has been recognized with Bupa Fergusson becoming the first retirement village to be recognized with an Alzheimer’s New Zealand Dementia-Friendly Award. Bupa is absolutely committed to creating dementia friendly communities and we’re delighted to be one of the first companies, along with Westpac, to receive the Alzheimer’s New Zealand DementiaFriendly award, as well as being the very first retirement village,” says Beth McDougall, Dementia Care Advisor, New Zealand. “Helping people living with dementia to live well, and ensuring that family and friends are properly supported, are some of our key objectives, and this award shows we’re successfully on our way to achieving these aims.” The Dementia Friendly Recognition Program was launched by Alzheimer’s New Zealand in mid April 2017, and aims to highlight organisations that are making special efforts to cater for people living with dementia. To achieve this status, organisations must meet certain criteria, across seven specific standards. “We felt that the Fergusson Retirement Village would be well on its way to being dementia friendly, but we realised there would be some small changes required and we also set up meetings with residents to see if they wanted to be involved,” says Beth. “We were 14 | beat
delighted with how interested the residents were in the whole process of becoming dementia friendly, and they came up with some great ideas that we subsequently implemented, such as placing more clocks in the dining and lounge areas for orientation.” Gladys Shalders, a resident of Bupa Fergusson Village was very impressed that her home had achieved the dementia-friendly award. “As a village resident I’ve learnt a lot about what dementia is and how we can all help people living with dementia to live well,” says Gladys. “I try to look out for other Fergusson residents, especially those living with dementia, and I know they look out for each other as well.”
“... Small changes can make a big difference... Something as simple as having a clock that shows the day, month and year is really helpful for some of our residents.” Some of the actions the team at Fergusson made to ensure compliance with the standards included installing solar lights in garden areas, trimming back branches that were obscuring signage, and changing the colour of numbering and lettering on signs to make them more visible with contrasting colours. “While not everyone living in the retirement village has dementia, as a community there’s something each of us can do to help those who are, and small changes can make a big difference,” says Judy Bain, Village Manger of Bupa Fergusson.
“Something as simple as having a clock that shows the day, month and year is really helpful for some of our residents.” For Alzheimer’s New Zealand, the dementia-friendly recognition program was created in response to the growing number of people who are likely to be living with dementia in the future. “We estimate there will be over 170,000 people living with dementia by 2050, and what we’re really trying to achieve with the program is to recognize those tangible and practical changes that organisations can make so that their environments are more responsive to, and accepting of, people living with dementia,” says Catherine Hall, Chief Executive, Alzheimer’s New Zealand. “Every organisation has a responsibility to meet the needs of its customers and because two in three people in New Zealand are affected by dementia in some way, dementia is everyone’s business.” Fergusson Village’s dementia friendly award is also a source of pride for the local Member of Parliament, Chris Hipkins. “I think it reflects really well on the Upper Hutt community that we’re the first in the country to have this,” says Chris. “I’d love to see all of the retirement villages and care homes in the Hutt Valley being dementia friendly and trying to lead the country by saying that caring for people with dementia is really important.” For Bupa, Fergusson Village’s award is just the first step in ensuring all villages are compliant with the Alzheimer’s New Zealand standards. “We are looking at which villages can be accredited next, and our ambition over time is that all our homes in New Zealand will receive a dementia friendly award.”
Dementia-friendly Recognition Programme Standards 1 Person-centred We understand the needs of people living with dementia as they relate to our business from their perspective. 2 Leadership We have the right structures in place to maintain a sustainable dementia-friendly organisation. 3 Workforce Employees and volunteers have an awareness and understanding of dementia. 4 Physical environments We have a continuous improvement plan to make our physical environment(s) accessible to people with dementia. 5 Workplace We respect and support employees affected by dementia (either persons living with dementia or caring for someone living with dementia). 6 Collateral and websites Website(s) and written business material are accessible for people with dementia. 7 Review Planned reviews of dementiafriendly progress.
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L-R. MP Chris Hipkins, Catherine Hall, Alzheimers NZ, Judy Bain, Bupa, Anne Schumacher, Alzheimers Wellington at the Dementia-Friendly Award Presentation
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A range of bigger, and easier to read, signs were placed throughout indoor areas of the village
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Making the street number a contrasting colour to the background wall made the address stand out to visitors
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A number of clocks were placed throughout the village for ease of orientation, based on the recommendations of residents
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Overgrown trees were cut back around outside signs to make them more visible
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Love working here
For the past two years, Bupa Week has been a global celebration of why people love working at Bupa, designed to help unite us all. This year was no exception, with our #grateful week theme promoting wellbeing by allowing us to pause and reflect on what we are truly grateful for.
#grateful Gratitude is a state of mind which makes people feel happier and healthier, and all our teams from across Australia and New Zealand certainly got into the swing of #grateful week, held from the 7-13 May 2017. From handwritten notes expressing what makes us grateful, to whole walls plastered with grateful thoughts and positive music blaring through some office speakers, #grateful week proved another successful celebration of why people love working at Bupa. Increasing our capacity for expressing gratitude can be one of the most important things people can do to better our mental and physical health, strengthen relationships and increase resilience. So enjoy the many happy photographs of our team members taking a moment to pause and identify the things in their lives they are grateful for - enabling them, and all of us, to be healthier and happier.
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A very #grateful week! 4 Mindful Monday 4 Gratituesday 4 Wisdom Wednesday 4 Throwback Thursday 4 Feel good Friday 4 Slow down Saturday
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Rhythms Jane Power, Bupa’s recently appointed Director of Marketing, Australia and New Zealand, loves nothing more than an early morning run and a high energy working day. Jane is also a strong believer in the power of collaboration and continual learning, but on weekends, Jane will either be in the garden, cooking up a storm in the kitchen or capturing images with a trusty digital SLR camera.
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rhythms
Jane Power Can’t start the day without I absolutely have to exercise in the mornings to make sure I feel at my best during the day. I’m usually up a 6am for a run, followed by a good cup of tea. On weekends, I train with my ‘running buddies’ on more adventurous journeys that might see us running over the Sydney Harbour Bridge as we prepare for the Gold Coast Half Marathon in July. On my i-Phone I’m currently enjoying a series of podcasts called ‘The Gary Vee Audio Experience’ by entrepreneur and author Gary Vaynerchuk. While the content can be quite raw, his key message around the importance of ‘hustling’ really resonates with me because I believe in the importance of high-energy teams. Catching the consumer Our biggest challenge in marketing is that change is happening ahead of the learning curve. The pace of change is so fast that the consumer is already beyond where we think they are in terms of buying behaviour and how they’re consuming media. Also, a consumer today will judge you against their very best purchase and service experiences, not just your direct competitors. So we have to be looking more widely than our own category to understand what ‘global best practice’ really means today.
Social media network of choice Definitely Instagram. I’ve always loved photography, from my student days as the school photographer to my first job out of university as the Media Assistant at Sanctuary Cove in Queensland, photographing some very glamorous events. The rhythm of life I absolutely love gardening and in particular my veggie garden. I’m very proud that it’s totally organic and I’ve had good success this season with my tomatoes, cucumbers and eggplant. However, when my zucchini failed to pollinate this year, it provided a good example for my ten and eight year old daughters to learn about the importance of the birds and the bees! What I learnt at University I’m a massive believer in the importance of continuous learning and I encourage people to see themselves as an asset that needs ongoing investment to grow and prosper. When I returned to university to study for a Masters of Business Administration, it instilled in me the importance of collaboration and working successfully in groups. I’m currently undertaking a six month Digital Marketing course through Google called ‘Squared Online’, which demands virtual collaboration among teams, a skill that it is critical now and into the future.
Why Bupa? Before Bupa, I spent 15 years working in financial services and then took a few months off to be with my young daughters. I joined Bupa in January 2015 and most days it doesn’t feel like work at all! I’m amazed at how different it is being part of a purposeled organization, as opposed to a shareholder-led company, and I’ve totally fallen in love with working at Bupa. On the bedside table I belong to a Book Club that meets every six weeks over a glass of wine and a bit of a gossip. I’m currently reading ‘The President’s Hat’ by Antoine Laurain that I’m thoroughly enjoying because of its quirkiness and rich detail. Weekend away With the family, I love heading to Mudgee to stay at a country farm where we can pick our own vegetables, feed the animals and light the fire and relax. My personal happy place is the Noosa Heads National Park, which I’m a bit obsessed about as the best running track in Australia.
Best thing about travelling As part of my role, I do a bit of travel, and if I’ve got some spare time in a foreign city, I love nothing more than wandering around and taking photographs. Recently I was in Spain, where I used the ‘meet up’ app to join a photography group in Barcelona and we spent a day and evening taking photographs of the most wonderful urban scenes. Signature Dish I’m a mad keen cook and my favourite big occasion dish is a whole salmon, stuffed with fresh herbs and wrapped in wet newspaper. By putting it on the BBQ, you allow the newspaper to slowly burn and smoke the Salmon while it cooks. Although the first time I tried it, the whole fish caught fire which was basically the end of the main course! #fail! The power of music My family is very musical, although I’m certainly not! I recently attended ‘Bach in the Dark’ which was a classical performance held in the St James Church Crypt in Sydney in total darkness. It was an extraordinarily emotional experience and I’ll be taking my two daughters along to the next series to encourage their strong interest in music. beat | 19
At a glance
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Bupa Hearing was launched as a pilot program in May 2015, opening in three Bupa Optical Stores in Melbourne. By the end of 2017, Bupa Hearing will be offered in seven Bupa Optical stores in Melbourne, four stores in South Australia and five in Queensland bringing the national total to 16.
The quiet achiever ready to make some noise After opening Bupa Hearing in seven Optical stores in Melbourne from May 2015, the time is now right for a wider roll-out as Bupa aims to shake up the audiology market.
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“There are a number of factors that make this the right time to start rolling out Bupa Hearing more widely in Australia,” says Simon Davis, the Audiology Manager for Bupa Health Services. “By testing the market in Melbourne, we’re confident that combining optical and hearing services in the one store is a successful model that makes sense to our customers and employees,” says Simon. “Also, with Australia’s ageing population, who are typically living longer these days, there will be an increased and ongoing demand for hearing services. And finally, Bupa’s purpose-driven and ethical approach to hearing services should be a refreshing change in a market that is under somewhat of a cloud at the moment.” That ‘cloud’ was cast by the Australian Competition and Consumer Commission (ACCC), who fired off a warning shot at some players in the audiology market in early 2017, effectively putting them on notice. “The ACCC is concerned about incentivebased sales and commissions that are commonly used to motivate
clinicians to sell hearing aids,” ACCC Commissioner Sarah Court said. “Some hearing clinics encourage clinicians to sell more expensive hearing aids by setting sales targets, paying commissions to clinicians, having arrangements that favour certain brands or are owned by companies that manufacture hearing aids.”
“ We want to provide people with the highest quality customer service, very competitive pricing and a highly ethical offering where we put the needs of our customers first.” As Simon explains, Bupa doesn’t pay commissions to any Bupa Hearing clinicians or employees, and in fact, because of its brand strength, can generally purchase high-cost hearing devices at very good prices from manufacturers and pass on those savings to customers. “We want to provide people with the highest quality customer service, very competitive
pricing and a highly ethical offering where we put the needs of our customers first.” Bupa’s pairing of optical and hearing services in the one location is an added advantage. This combination is more common in Europe, but unique to Bupa here in Australia. “Vision and hearing really go hand-in-hand in terms of sensory perceptions and communication,” says Simon. “We feel it’s a natural progression for optical employees, who are using technology to solve sensory deprivation already, to apply those skills to hearing customers as well.” From May 2017, Bupa Hearing will be opening in four optical stores in South Australia and five in Queensland, bringing the total number of stores offering both optical and hearing services to 16 nationally. This staged growth is deliberate, as Simon wants to ensure the quality of the offering is very high in each site before expanding further. “We don’t just want to grow for the sake of it and need to make sure the quality of the service is excellent, that the local team is on board and that we
expanding in health & care
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Bupa Hearing’s free five minute hearing health checks, performed with the help of an i-Pad, are proving very popular in store
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Simon Davis believes combining optical and hearing services in the one store is a natural pairing for both customers and employees
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Store Manager David White enjoys the extra ‘walk up traffic’ from people enquiring about hearing checks after seeing the window sign
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can deliver the best possible offer.” For Bupa Optical Bourke Street Manager, David White the pairing of the two services seems like a natural fit and the number of customers coming in and asking for hearing tests is continually growing. “There is a lot of interest in the free hearing tests, with people walking in and asking for it after seeing the sign out the front, and it also feels like a natural follow-on activity from an eye test as well,” he says. “Our team has also been very happy to build on their skill set and be trained on the audiology side of the business as well.” For Simon, one important longterm objective for Bupa Hearing is to ensure every customer returns in five or six years, when it’s time for a new hearing device. “Because hearing devices can be very expensive, customers will shop around if you don’t provide excellent service,” says Simon. “It’s the quality of the consultation experience, and the advice they receive, that will lock in loyalty and keep customers coming back to Bupa Hearing in the future.” beat | 21
Creating once in a lifetime moments Very few of us can remember the first time we either heard our own voice or saw our mother’s face. Because, of course, we were too small to remember. But sometimes the work we do at Bupa can help create those magical moments for customers – and even being a small part of the experience is very special indeed.
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customer stories
“ What happened next was just truly magical, as the little girl focused on her mother, and for what we think was the very first time she could clearly see her, and then this huge smile appeared on her face.”
As the Store Manager at Bupa Campbelltown, Anuj Nair (above) works hard to positively engage with his customers. While many casual discussions revolve around the weather, every now and then he will hear something quite amazing. “My team and I really try hard to be interactional, and not just transactional, with our customers,” says Anuj. “One particular day, I was helping out on the counter and started speaking with a customer. The lady was watching my lips very closely and I also noticed a device in her ear.” After a few pleasantries, the customer, Debbie Larkin, went on to tell Anuj something that totally ‘blew my and my team’s mind’. Let Debbie herself take up the story: “I have been profoundly deaf all my life and never heard anything as hearing aids weren’t strong enough for me. Last year, I had a cochlear implant operation and was so proud that Bupa was part of this plan. I was so nervous about having it done, but I
had lots of support from my family and friends and the operation was successful. The next step was the switchon day, and this meant that I could hear for the first time in my life, being 55 years old at the time.” That meant Debbie not only heard her own voice for the very first time in her life, but also the voices of her two sons. “My team and I were so taken aback when we heard this story,” says Anuj, “and how Debbie was hearing new things every day, like music and the birds singing that we actually got quite emotional about the whole situation. And the icing on the cake was that Bupa could assist with all of Debbie’s medical costs and bills.” Shane Porter (right), the Cairns Bupa Optical Store Manager, and his team pride themselves on really getting to know their customers and building empathy with not just their immediate needs, but gaining a true understanding of their underlying needs as well. “We recently had a customer bring her twins into the store. One of them was born with an eye condition and she required glasses with a plus-five script,” explains Shane. “So while it would be easy just to provide small frames for the infant,
I was determined to get something suitable for a 10-month-old, who would be constantly trying to pull them off.” As a self-confessed ‘old school’ optical person, Shane knew just the specialist provider in Perth to contact and sourced a pair of nano glasses especially for the toddler. “My manager has always encouraged us to source any products that we know are available and that will suit, and to just check if we can get a product code for it, which I did for these small glasses.” Shane’s good relationship with the supplier meant he could source a number of frames to be sent over on consignment, so the mother could select exactly the right pair for her daughter. The glasses chosen had a strap around them and once placed onto the toddler for the very first time, her immediate reaction was to pull them off. “The little girl was trying to grab the glasses, but the strap kept them in place, and then she just stopped. What happened next was just truly magical, as
she focused on her mother, and for what we think was the very first time she could clearly see her, and then this huge smile appeared on her face.” That is the sort of unforgettable emotional reward only working in health and care can create. If you have your own stories about life-changing moments in a Bupa store, office, clinic or care home, we are very keen to hear about them. Please get in touch with us at beat@bupa.com.au, so we can share more magical moments like these with the whole Bupa community.
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our people
At Bupa, one thing often leads to another Have a passion for helping people in ways that don’t fall within your current job description? With an organisation as broadly based as Bupa, the opportunities to expand into new and different areas are almost endless, as three of our team members have shown.
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grandfather was admitted to a home. “I was so inspired by seeing these people working in aged care who were truly helping and making a difference to the lives of others,” says Kathryn. “This was a real turning point in terms of choosing my career path as a nurse.”
Kathryn Briones (above), now a Senior Nurse Educator at Bupa Aged Care, started with Bupa as a graduate nurse after taking a year off when she had completed her nursing studies. “During university, I worked part-time in a retail position and rose through the ranks to a management role by the time I’d finished my studies. So I decided to continue in that position,” says Kathryn. “One day, an elderly man was visiting the store and bumped into a rack, requiring first aid, which I helped to administer. It was at that moment that I realised nursing was what I truly wanted to do.” Kathyrn had also experienced first-hand the passion of aged care nurses and carers when her
“I was so inspired by seeing these people working in aged care who were truly helping and making a difference to the lives of others... This was a real turning point in terms of choosing my career path as a nurse.” So taking the then-unusual path of applying for a Graduate Nursing Position in aged care (when most of her peers were looking placements in acute care or public hospitals), Kathryn secured a position at Bupa Aged Care Roseville. It wasn’t long before Kathryn’s leadership abilities were recognised and she was appointed as a Care Manager at Bupa Aged Care Willoughby.
“Working in a retail management role previously made me realise that I was actually passionate about helping people learn and grow,” she says. “But coming from a retail background, which has more of a ‘blame’ culture around workers, I’d never experienced a place like Bupa where people are so keen to help you grow.” Kathyrn herself benefitted from highly supportive General Managers, but it was helping others that prompted Kathyrn to apply for her current position as a Nurse Educator, based in George Street, Sydney. “What I love most about my job now is how people grow through the coaching and mentoring we provide,” says Kathryn. “People feel really valued when you spend the time to help them and then there is a very strong ‘ripple effect’ when that positivity is passed onto their other team members to really drive a culture forward.”
Top tips “ I’ve tried to make a difference in every job I’ve done at Bupa.” “ People feel valued when you spend the time to help them.” “ Really keep an eye out for any opportunities you might be able to grab.”
When Manaini Tubutubu (above) first started working in the laundry at Bupa Aged Care Greenacre in Sydney five years ago, she’s the first to admit ‘it was just a job’. “I’d had no experience in aged care before and to be honest, I didn’t know what to expect,” says Manaini. What really took Manaini by surprise was how close she got to the residents by working in the laundry. “I got to know all their names very quickly, because they were written in all their clothes, and I would have an interaction with the residents every single day.” After a few months in the laundry, Manaini felt a personal transition beginning to occur. “Previously, I’d always been a process worker. But in dealing with the residents, I discovered
attributes that I’d never used in a job before – like compassion – and my mind really started to open up in new ways.” Manaini was then offered a role in the Greenacre kitchens, something she jumped at in order to learn new skills as well as spending more time with the residents. Manaini’s positive dealings with residents didn’t go unnoticed, and her Care Manager subsequently suggested she might be interested in doing some Person First training to prepare her for a new position as a Recreational Activities Officer (RAO).
“ I’ve tried to make a difference in every job I’ve done at Bupa, but who would have thought I could have moved from the laundry to now being an RAO?” “I started as an RAO in February and I’m absolutely loving it, being able to bring more colour and life into our residents’ lives,” says Manaini. “I’ve tried to make a difference in every job I’ve done at Bupa, but who would have thought I could have moved from the laundry to now being an RAO?”
While working part-time in a retail store during your uni studies might also seem like ‘just a job’, for Tamara Casella (above), a Sales and Service Consultant in the Brisbane CBD store, the world of Bupa offers so much more than simply a salary.
“ So when I read about the Palliative Care pilot running in Brisbane, I straight away emailed Donna Shotton, who was running the program, and expressed an interest in being involved.”
“I’m currently studying full-time for a Bachelor of Occupational Therapy and my passion is aged care and palliative care,” says Tamara. “So when I read about the Palliative Care pilot running in Brisbane, I straight away emailed Donna Shotton, who was running the program, and expressed an interest in being involved.” Tamara was then invited to join a Program Review Meeting at the Brisbane city office with the Palliative Care pilot team. “Donna’s been great, and I’m continuing to be involved with the program, receiving regular updates on the project work and the research that is underway.” Not content to have just one further involvement with Bupa besides her part-time role, Tamara also volunteers at Bupa Aged Care New Farm during university holidays. And her passion to be involved has been duly noted, with Tamara being recently nominated and accepted into the Bupa Future Leaders Program.
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my career at bupa
Helping people succeed from their very first day
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Part of Barbie Dixon’s role as a Training Partner in the People team, is to run the ‘Welcome Aboard’ sessions for new team members, something she absolutely loves based on her strong belief in Bupa’s purpose and more than 40 years experience with the organisation.
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“When I joined the world of insurance, straight from school, my first job was as a ‘Records Girl’,” explains Barbie Dixon, Training Partner, Customer Growth & Corporate and International. “I’d write down a member’s claims on their record card, send it up to the first floor via a string pulley system where an assessor would determine how much was owed to the member. It would then be sent back to me on the string to inform the member of the outcome, while I waited for the cash clerk to pay the claim as I wasn’t allowed to handle the money.” For Barbie, this opportunity at The South Australian United Ancient Order of Druids Friendly Society was not just a job, but also a big step
as the first in her family to start a corporate career. “My background was quite modest and my family didn’t have much money, so breaking the cycle of doing what was expected, I was able build a career at Bupa that’s now lasted more than 40 years,” explains Barbie. After progressing through a number of administrative and managerial roles, as the Druids Friendly Society became NHSA, Mutual Hospital, National Mutual, Mutual Community and then Bupa, Barbie found her true calling as a People Impact Leader and Change Champion with the introduction of new systems in 2010 and the Bupa Branding project in 2011. “My role as a Change Champion was to take our people on the journey as the business evolved,” explains Barbie. “This people-focused position really struck a chord with me and it felt like a natural progression in my career to help team members succeed and be happy at work.” Barbie herself has been the recipient of much support and encouragement throughout her career at Bupa and it’s the faith shown in her by managers and colleagues that has driven Barbie forward. “I’ve always had such supportive leaders, who’ve often seen things in me that I hadn’t recognised myself and then pushed me out of my comfort zone in an encouraging way to learn and grow stronger,” says Barbie. With Barbie’s current position as Training Partner, she helps support Customer Growth & Corporate and
International, and loves how her role touches a large number of people across Bupa by being present at the beginning of their Bupa journey to set them up for success. “It’s very rewarding working in Learning Services, as we work as one team supporting one another to bring to life concepts and ideas to developing programs, or assisting in finding learning solutions, that deliver great learning outcomes for our people.”
“I ’m a big believer in not telling people what to do, but allowing them to discover it themselves... Trial and error is an important part of the learning process and you have to give people permission to fail.” A key component in helping people succeed, according to Barbie, is to ask lots of questions about where they are today and where they want to be tomorrow. Then, put the ‘ball in their court’ to make it happen and provide plenty of support along the way. “I’m a big believer in not telling people what to do, but allowing them to discover it themselves,” says Barbie. “Trial and error is an important part of the learning process and you have to give people permission to fail, as this allows you to grow from the experience and creates resilience.”
my career at bupa
Barbie’s tips for a successful career 1 Treat every person with respect – it will take you a long way 2
2 Continually ask questions 3 Get involved in projects to meet as many different people as you can 4 If an opportunity comes your way, grab it with both hands and make it your own
Another aspect of Barbie’s role is to introduce new colleagues from across the business to Bupa through facilitating the ‘Welcome Aboard’ sessions for new employees. “I love passing on my passion for Bupa’s purpose and explaining to people what it really means to live and breathe the purpose everyday through our work. I look at the people in these sessions and I know most of them will be here for a very long time, just like me, because it is such a great place to work.” For Barbie, her longevity at Bupa has also been driven by a true belief in the brand’s purpose. “Bupa is one of the only organisations that I’ve come across that has a real purpose, and it’s important for me, because I want to live by the same ethos in my work, as I do at home.” Barbie has also embraced the principle of the ‘non-negotiables’ in life (the activities that work should never get in the way of) a performance energy concept that has been introduced by the People Team to the business. “Running is my ‘non negotiable’ and my current objective is to complete another marathon after finishing my first one in 2016. Most days I’ll run around 5km to 10km, with a longer run on Sundays,” says Barbie. “I find that running is not only a release from work, but also a highly productive thinking time where I can come up with new ideas, as well as working things out in my head.”
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Barbie enjoying a Mutual Community Work Social Club party in the early 80s
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HBA Victorian Sales Team Christmas BBQ in 2003
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The Mutual Community Hospital Claims Team in Adelaide
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Barbie hard at work as an Internal Auditor for Mutual Community
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bupa bites
“ I would like to thank all our 86,000 people around the world. Their commitment to serving our customers is vital to our success and something we never take for granted.”
Bupa Chairman’s 2016 Global Review Over the year, Bupa made solid progress in challenging market conditions amidst global political uncertainty. Revenue grew 4% and underlying profit 10%.
A refreshed strategic approach Evelyn Bourke, Group CEO Bupa, addressed our 70th Annual General Meeting in London on 10 May 2017 and the below is an excerpt from Evelyn’s speech to the board and more than 100 Association Members. “2016 was a year of considerable change for Bupa and we entered 2017 – Bupa’s 70th year – with a refreshed strategy. This is designed to equip us to deliver for our customers in the next phase of Bupa’s growth and development, and ensure we are primed for this digital age. Our refreshed strategic framework has been designed to drive the next phase of our growth in the digital age. It is simple and powerful. There are three core elements: • Being loved as a true customer champion in health and care; • Our people loving working at Bupa, engaged and empowered to serve our customers – this really is crucial for us as a service organisation; • And generating strong and sustainable performance so we are able to continue to grow and invest in the future of Bupa.” 28 | beat
Bupa became Australia’s largest health insurer for the first time, and progress has been made in reshaping the UK business. Bupa UK exited the home healthcare sector and announced a purchase in the dental market. In Spain, further progress was made in digitising the customer journey with the launch of Blua, Sanitas’ digital health insurance offering. Our ownership of Bupa Chile was increased to 100%, while our stake in Max Bupa in India was also increased to 49%. Performance in International Markets was impacted by a large profit decline in Bupa Global due to our exit of non-strategic markets, investment in capability and infrastructure, and a lower rate of growth. In December, we acquired Care Plus, a market-leading health insurer in Brazil. I’m incredibly proud of the way Bupa has navigated the challenging market conditions in 2016. We anticipate these will continue for some time to come, and are committed to delivering the very best for our customers. I would like to thank all our 86,000 people around the world. Their commitment to serving our customers is vital to our success and something we never take for granted. Lord Leitch, Chairman
Bupa Bites Bupa Bites brings you information and insights from the world of Bupa to keep you up to date on Global, Market and Business Unit news.
bupa bites
F sur ill in t oppvey for he ortu you nity r to
Introducing the Bupa Code At Bupa, we’re here to help people live longer, healthier, happier lives. The Bupa Code is a global set of guidelines that sets out what we expect from our people in order to achieve this.
Bupa Deadly Giving drive Did you know that ‘deadly’ is one of the most common terms used by many Indigenous people to mean ‘really great’, ‘awesome’ or ‘very cool’? We all too often use the term in a very different way, and so it is a good reminder that some words can have two very different meanings across cultural contexts. In 2017, we are holding our first Bupa Deadly Giving drive, an opportunity for us all to be part of a very cool, very audacious goal across Australia. Commencing at the start of National Reconciliation Week (26 May) and concluding at the end of NAIDOC Week (9 July), the Bupa Deadly Giving drive is a business-wide commitment to raise over $10,000 for charities supporting the health of Indigenous Australians. Our people are encouraged to make a donation or fundraise for their charity of choice and for every dollar raised during the Deadly Giving drive, Bupa will match it, ensuring your donations go even further.
It means caring for our customers over the long term, building trust and strong relationships with our communities - and protecting our people, our customers and Bupa’s reputation. Put simply, it’s about living our values every day and making the right decisions. Please read the Bupa Code booklet enclosed in this edition of BEAT. A good rule of thumb when making decisions is to ask yourself three questions:
1 Is it right for our customers? 2 Is it right for me and for Bupa? 3 Could I happily explain my decision? Concerned? If you’re concerned that there’s been a breach of the Bupa Code or something at work makes you feel uncomfortable, speak to your manager or use the confidential Speak Up service.
2017 feedback survey
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Also available to be filled out online at bupabeatfeedback.com.au
Dementia Commitment Connecting our people across Australia and New Zealand
Feedback on Bupa Beat Magazine Beat magazine has been running for nearly three years now across Bupa Australia and New Zealand and is sent out on a quarterly basis to help connect and share stories about our people, purpose and customers. This edition, we are asking you to fill out a survey about Beat to help us gauge the readership and what you like and don’t like about the magazine to help guide future content decisions. As part of filling out and submitting the survey, you have the opportunity to win one of five $100 Visa Gift Cards! To enter, all you need to do is fill in the survey and answer the question below. What are the three words you could use to describe Beat magazine and why?
Dementia Commitment is an online 20 minute course that explains what dementia is, how it affects people and how you may be able to reduce your risk of developing dementia. It also asks you to make a commitment – something you will do to help create a more dementiafriendly society. A Dementia Commitment doesn’t have to be something big. It could be something as simple as committing to being kind, or donating to your local Alzheimer’s charity. Dementia Commitment is available for free online and is easy to share with your friends and family. It is soon to become part of the induction process for Bupa New Zealand employees, so that everyone has a basic understanding of dementia.
Australia – 1800 479 241
The winning responses will be selected based on the five most creative and innovative answers.
ew Zealand – 000-911, at the N prompt, dial 855-831-3143
Fill out the survey attached, or online at bupabeatfeedback.com.au
It’s all part of Bupa New Zealand’s commitment to sharing our dementia expertise as a way to build a more dementia-friendly society. Places where people living with dementia feel understood supported and respected.
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To find out more, visit Bupa.co.nz/DementiaCommitment
Bupa A&NZ 24-hour Speak Up Hotline
Or raise your concern online bupa.com/speakup
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customer story Bupa Dental Noosa opened in beautiful Noosaville in 1997
The many benefits of finding, and keeping, regular customers Regularly visiting the dentist to maintain good oral health not only benefits the customer, but as Dr Jeremy Norris from Bupa Dental Noosa explains, can also reward the dentist on an emotional level.
professional relationship that still exists to this day. “It is so rewarding as a dentist to see your customers on a regular basis,” says Jeremy. “They’ve entrusted you with their health, and when they keep returning, it makes you feel like you’re really doing something right for them, especially seeing you don’t typically get a lot of feedback as a dentist.”
When Bupa Dental Noosa founder, Dr Jeremy Norris (right), first opened his doors in Noosaville in 1997, let’s just say there wasn’t a queue of customers waiting for appointments. “My wife and I sat down, on that very first morning in our empty practice, looked at each other and said ‘what do we do now?’” laughs Dr Norris. So employing one of the oldest sales tactics in the book, Jeremy and his wife decided to go for a walk and meet the locals. Coincidently, Fae Rentoul (far right) and her husband Brian had also recently arrived in Noosa Heads and had just opened their store, Summer House, an interior design and homewares business. “We hadn’t long been in Noosa, and were looking for a dentist when Dr Jeremy Norris came into our store, introduced himself and started chatting with my husband,” explains Fae. So when Jeremy returned to the practice after his round of friendly doorknocking, the phone rang and it was the Rentoul’s booking the very first appointment for his new practice, the beginning of a
“ I’d been a Bupa customer for years, so I thought it was great when Jeremy’s practice became part of part of Bupa Dental as I now have my dental and health cover all in the same place.”
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From 1997 until 2008, Jeremy’s practice didn’t really have that much competition, as he was the first new dentist to have opened in Noosa Heads for ten years, but then a flurry of new practices arrived. “From a business perspective, marketing and advertising has always been critical, especially positive word of mouth that really built our practice in its first few years,” explains Jeremy. Further strengthening his business by becoming part of Dental Corporation four years ago, Jeremy then rebranded his practice as Bupa Dental in September 2016. “Rebranding has changed everything,” says Jeremy. “Supported
by the Bupa marketing activities, we’ve become significantly busier as we’ve been able to attract both Bupa members and non-members who may have previously gone elsewhere.” It’s that marketing push that also helps Bupa Dental Noosa differentiate from other practices in the area. “A lot dentists can be a little stuck in the 80s when it comes to advertising, and with Bupa’s support, the non stop social media activities around my practice really build positive word of mouth and exposure,” explains Jeremy. For very first customer Fae, Jeremy’s rebranding as Bupa Dental was also a happy coincidence. “I’d been a Bupa customer for years,” explains Fae. “So I thought it was great when Jeremy’s practice became part of Bupa Dental as I now have my dental and health cover all in the same place.” While Noosa Heads has grown
significantly since Jeremy first opened his practice, he still enjoys the beautiful outdoors lifestyle it offers. “I’m an early riser and will be up at 5.15am most mornings for a 45km bike ride or a surf at the beach,” explains Jeremy. Similarly, Fae Rentoul also has a focus on health, especially her teeth. “I think it’s terribly important to have healthy teeth so I make sure I don’t eat junk food and that I regularly attend Jeremy’s practice, which of course is such a joy, and I have no fear at all in visiting. I also hate the thought of dying without my teeth in my head, so I’m determined to avoid dentures,” laughs Fae.
years of ser vice
Days, months, years... joy. 40+ YEARS
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YEARS
Kathleen Thompson Guy Miller Debra Thorpe Jennifer Johnson
Barry Smith Nasrin Ara Bienvenida Ruiz Glennis Kairau Shannon Cotterill Joanna Hegarty Melissa Webb Georgina Maxwell Rosa Jara Recabal Maxine Cooksey Roshia Beg Suzanne Bunworth Mele Taufalele Bella Maharaj Victoria Sieber Christaline Ricketts Earle Lovell Timothy Buddle Rosalie Walsh Rachel Ross Lee Gardner Gayl Nicholls Julia Massey Noelle Zanoni Gong Zhang Lourdith Duering Anita Singh-Lal Marilyn King Thoa Pham Catherine Hollier Erina Freeman Annette Jane Howie Benjamin Coles Fatumeleni Nesi
Kelly Rogers Martina Mueller Joanne Okey Pauline Bullock Filisika Ifi Michelle Piper Christine Miller Mirjana Newman Tuileva Falaniko Michael Cleary Amanda Caruana Lynn Barnes Geertrudia Blackhall Natalie Kilkenny Janelle Bassford Sushila Ranjitkar Sharne Woodley Sandra Xuereb Darlene Amboy Brett Coad Josephine Connellan Leanne Hallinan Mergy Selgas Rebecca Wood Ethel Joy Cooper Andrew Smith Shalini Devi Evelyn Walls Xing Xiang Kristine Min Florinda Romero Maureen Chatterton Kirriarna Wynne Christopher Mayell Susana Ragonot-Marsh Barbara Round
Pamela Lunt Lindy Bullock Michael Edwards Guy Bishop Manuela Tolete Timothy Cox Karen Wagner Philippa Crisp John Solomon Seema Devi Nair Ramandeep Kaur Lute Ufi Venecia Burnett Mary Glenn Mini Babu Yusuf Kassem Barbara Rybka Isabel Sanchez Jillian Cornish Joy McKßerihan Judith Clarke Kirstie Soskind Marie Smith David Bonham Natalie Yakas Lisa Davies Donna Begent Salochna Nair Allen Wall Hermilita Suarez Yuspina Sheridan Sharon Lee Miryana Spoljaric Jennifer Murray Denise Nuku
35 YEARS
Denise Guy
30 YEARS
Joy Willson Ross Bryant Rosalie De Guglielmo Sally Debrowski
25 YEARS
Lynnette Wysoczanski Flora Hallas Laufofoga Tulolo Tofoi Sami
20 YEARS
Denise Cunningham Alicia Jones Shona Beamsley Matautu Youngman Joy Fisher Leah Day Donna Jennings Laurayne Pita Christine Estcourt
10
10
YEARS
Matthew Stephenson Jennifer Jean Peachey Liping Wang Robyn Blackmore Elizabeth Clarke Margaret Palmer Catalina Will Gail Conner Gilda Parce Toni Shea Karen Nichols Collins Asare Troy Chandler Krishnamali Senevirathna Theresa Sa’Ena Anita Devi Pamela Jones Mehanaz Khan Madhu Reddy Jennifer Sageman Glenn Hatton Anita Dcruze Effie Nicholas Brenda Littlejohn Jenitha Gamage Carmelita Cadiven Lynne Brinsdon Evangeline Viterale Cheryl D’vaz Kylie Baird Louise Maynard Leesa Avery Arthur Branch Lynda Conte
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