BEAT
JUNE2015
CONNECTING OUR PEOPLE ACROSS AUSTRALIA AND NEW ZEALAND
Beating stress
A helping hand for overseas students
Life, love & leaving
A special approach to resident care
No sugar coating
A new film exposes the not-so-sweet side of sugar
quotes
‘ They were very helpful, they listened to my needs and what I wanted and were just very caring.’
‘ Bupa has really helpful staff members that understand everyone is an individual and their needs are different.’
‘ The staff are all very impressive and give enormous reassurance to me that my mother is being well looked after.’
Bupa Optical
Health Insurance
Bupa Care Services Australia
‘ I don’t think we could have a better place to live! We all feel so happy, pleased to be looked after, lovely to live here.’
‘ The whole experience for me was great. I would not want to change a thing.’
‘ The quality of care for my father is reassuring for us, we know he is well looked after which gives us peace of mind.’ Bupa Care Services New Zealand
Bupa Care Services New Zealand
‘ Even though I have (luckily) had no major health problems, the small dealings I have had with Bupa have been positive and efficient.’ Health Insurance
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Bupa Medical Visa Services
‘ Your telephone operators are faultless and are very courteous. My car was repaired with no fuss.’ Financial Services
‘ Very professional. Answered all my questions. Spent extra time with me when I wasn’t sure exactly what having glasses meant.’ Bupa Optical
4 BEAT 14 24
JUNE2015
CONNECTING OUR PEOPLE ACROSS AUSTRALIA AND NEW ZEALAND
Beating stress
A helping hand for overseas students
Life, love & leaving
A special approach to resident care
No sugar coating
A new film exposes the not-so-sweet side of sugar
Our cover: Shalani Mohana Kumaran, University of Wollongong student and fan of Bupa’s Sleep Well seminar (See story on page 24)
Life, love and leaving
A total respect for life, for the idea of home and for the departed is what The Booms Rest Home and Hospital in New Zealand are all about.
No sugar coating
A new film reveals the serious amount of sugar we can consume without even knowing it.
Helping students beat stress Bupa’s team is changing private health cover for overseas students with a more holistic health and care offering.
6 The heart of the matter
20 A brilliant impression
8 A day in the life
21 Bupa Blooper
9 Everyday Hero
22 Bupa Brain Trainer
10 Health & Wellbeing
23 Bupa Doctor
13 Circuit Breakers
26 Rhythms
16 #BupaThanks
28 Bupa Bites
18 A unique double century
30 My career at Bupa
19 From fed up to fan
31 Years of Service
contents
You can also read Beat magazine online at bupabeat.com.au
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Life, love & leaving A very special approach to resident care 4 | BEAT
Sharen Landy The Booms’ Facility Manager
A total respect for life, for the idea of home and for the departed is what The Booms Rest Home and Hospital in Thames, New Zealand are all about. “We have a very simple philosophy at The Booms that we instill in every team member,” explains Sharen Landy, the Facility Manager. “We believe that this is our residents’ home, and we are simply guests here. We therefore treat each of our residents as if they are our own loved ones and we believe that nothing is impossible to make their lives happier.” One such resident was Mrs Elizabeth Stoner, who arrived with dementia after much family soul searching as to whether a care home would be appropriate. “Our father never wanted Mum to go into a home, so the daughters formed a pact to say ‘we will take responsibility’ as we knew it would be the best for her,” says Carol Greenslade, Mrs Stoner’s daughter. Arriving at The Booms after inspecting two rather disappointing alternative options, the family fell instantly in love with the facility. “It just felt like home. There is a beautiful garden with animals and we felt Mum would be looked after like we would have looked after her at home – only better, because we would have been stressed and wouldn’t have had the same level of equipment to help.” Mrs Stoner certainly did get looked after the way Carol and her sister Sally had envisaged. “Mum was always impeccably presented and smelling beautiful, with her long hair beautifully done. Her room was also always clean and lovely with fresh flowers and mum’s items on the dressers and family photos and pictures hanging on the wall.” But it was the impact The Booms’ team had on her father, who was originally against
the idea of a home, that truly surprised Carol and Sally. “Dad would visit Mum every day and The Booms’ team became friendly with him and started to keep an eye out for him,” she says. “On one of the visits, they noticed Dad wasn’t eating that well, so after meal service, they would save a meal for him and give him a cup of tea to make sure he was OK. It was so comforting for us to know someone was watching over Dad every day.”
“ We had a lovely afternoon tea on Mum’s last day, served on a beautiful trolley with tablecloths, napkins, cups and saucers in the old fashioned way.”
Mrs Stoner’s condition deteriorated. On her final day, the team from The Booms organised a very special high tea for the whole family. “We had a lovely afternoon tea on Mum’s last day, served on a beautiful trolley with tablecloths, napkins, cups and saucers in the old fashioned way,” Carol recalls. Mr Stoner still pops into The Booms to visit the team, keep in touch and say hello over a cup of tea. Another recent example of creating a special family moment when time is running out was a very grown-up sleepover party. “One of our residents had four daughters, including two who had flown in from Australia. We placed mattresses and fold-up
beds on the floor to create a special girlie night in for the five ladies to have one final sleepover together,” says Sharen. And it’s their approach to honouring the departed that shows just how special the residents are to the team at The Booms. “I hate to think of someone who has died being shuffled out the back door in the dark of night, which can happen at other homes,” Sharen says. “Our residents walk into the home for the first time through the front door, during the day, and that is exactly how they will leave for the final time.” Sharen explains that other residents can become upset if suddenly someone doesn’t turn up for breakfast without any explanation and no one knows what’s happened. “For residents who are leaving for their final farewell, the team form a guard of honour at the front door to say goodbye. And we don’t leave our position until the car has departed the grounds, because until that happens, they are still our residents.” This approach to service excellence is also reflected in Sharen’s commitment to the Personal Best Program, which involves three tiers of achievement: bronze, silver and gold. “To progress through the program, our team members have to attend a workshop and then identify and implement two actions that will improve our environment or our residents’ lives,” explains Sharen. “And I’m very proud that 97% of our team have reached the gold level.”
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The heart of the matter One simple way of capturing the pride people at the Bupa Health Foundation take in its achievements and their excitement about its future plans is to quote its Executive Leader. “I have a saying,” says Annette Schmiede, “that I have the best job in Bupa.” It’s not just her role in helping facilitate important medical research that Annette finds so fulfilling. She is also very excited about the opportunity to share past research findings with the entire Bupa network and the rest of the community. “We have a treasure trove of research we’ve done over the last ten years, and another forty projects underway at the moment. There’s an opportunity to communicate that research within Bupa so the organisation can draw on those findings.” Ultimately, this is all part of Bupa’s broader ambition to touch more lives and help improve the health of the whole community. In its first ten years, the Bupa Health Foundation has contributed close to $26 million in funding to research projects and established itself as one of Australia’s leading charitable foundations dedicated to health. Around 65% of its funding has been directed at improving understanding of the ‘Famous For’ – the four conditions Bupa wants to be famous for helping to alleviate: dementia, cardiovascular disease, diabetes and cancer. Just as one example, the groundbreaking Bupa Health Foundation Health and Wellbeing after Breast Cancer Study – conducted in partnership with Monash University – involved 1600 women in the
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first Australian study to assess the longterm health and social outcomes following successful treatment for breast cancer. Although the bulk of the funding is related in some way to those four key conditions, the Foundation receives hundreds of submissions for funding each year and there’s plenty of scope to support research into other areas as well. For Annette, it’s all about integrating the various aspects of healthcare. Most of the research the Foundation funds is ‘translational’, which means its findings can easily be translated into clinical settings. “We really want to be looking at how we can influence healthcare, so we can take this research and have it make an impact to improve clinical practice in the shortest time possible.” She points out that the health system generates a lot of data, but it’s not necessarily shared between primary and acute care settings. For individual patients, that can mean a lack of co-ordination between different levels of care or specialists treating different conditions. “You can bounce around, in effect.” The drive to integrate care is reflected both in the areas being investigated and the partnerships the Foundation has formed with a whole range of organisations. Developing new ways to tackle the ‘noncommunicable epidemic’ of obesity, for instance, has the potential to reduce the burden of heart disease and diabetes by eliminating a major risk factor for both conditions. So the Foundation has worked closely with Obesity Australia in developing a national advocacy plan.
The Bupa Health Foundation celebrated its tenth birthday in 2015 and the contribution of close to $26m in funding to Australian research projects. A decline in exercise and the quality of our diet are increasing the cost of healthcare throughout the Western world. Budgetconscious governments are challenging the medical research community to plan research that can relieve some of that pressure, and the Bupa Health Foundation is well placed to help. “Bupa is an organisation that opens doors,” says Annette. “The Foundation is able to function as a catalyst for connecting the research with the health providers.” Which brings us back to why Annette believes she has the best job in Bupa. As an economist who has spent her entire career in health, she appreciates just how much impact the Foundation’s work can have on containing the cost of healthcare and improving its outcomes. Because Bupa is active in so many areas of care, there is always plenty of opportunity to translate research findings into action that will improve the length and quality of people’s lives.
2015 Health Award Recipients This year’s successful research proposals from the Bupa Health Foundation’s annual competitive funding process Development of an automated web-based screening system for eye diseases University of Melbourne, Centre for Eye Research Australia Professor Mingguang He Clinical decision-making and the appropriate use of coronary artery angiography University of Melbourne Associate Professor Vijaya Sundararajan STEP – St Vincent’s Early Mobilisation Pathway for total joint arthroplasty University of Melbourne Dr Trisha Peel Telemedicine: New horizon in managing diabetic food ulcers in remote/rural Australia James Cook University, Translational Research on Endocrinology and Diabetes [TREAD], College of Medicine and Dentistry, Townsville Associate Professor Usman Malabu Predicting response to cholinesterase inhibitors in people with dementia
Annette Schmiede Executive Leader Bupa Health Foundation
CSIRO – Digital Productivity Flagship, The Australian e-Health Research Centre Associate Professor Stephen Rose
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With four children under ten, and managing a centre with 23 team members who often handle more than 150 appointments a day, Vincent Mpofu, Brisbane Centre Manager, Bupa Medical Visa Services, finds brief moments of peace and solitude are vital in providing a necessary balance to his hectic life.
A day in the life Vincent Mpofu 5.00AM
Waking early, Vincent enjoys an hour of peaceful reading, based on his Christian faith, to prepare for a busy day ahead.
6.30AM The
family awakes and Vincent and his wife help prepare their two girls and twin boys for school.
8.30AM
School drop off, and then it’s a bus to work. Vincent uses this time to review emails and texts to make sure he hits the ground running on arrival.
8.45AM First
task is to check the calendar management system to determine how many medical assessments are booked for the day and how many are available for the rest of the week.
10.30AM Daily
teleconference with the Centre Managers nationally to report on bookings and to identify any opportunities for Centres to help share the workload where possible.
11.00AM Vincent
has his weekly one-on-one meetings with all his managers to provide support, guidance and to identify any issues that need immediate attention. “I find these meetings are critical to keep the centre running smoothly and efficiently, especially at peak periods such as university enrolment months.”
1.00PM Lunch
is brought to work in Vincent’s much maligned lunch box, which is a regular source of mirth amongst his team, and then a 30 minute walk along the Brisbane River and a spot of riverside reading provide the necessary recharge for the rest of the day.
2.00PM Vincent
provides relief for his front of house team by managing the reception area while they take lunch. ‘I actually love sitting at reception because it keeps me up to date with customer needs and I get to know the specifics of the tasks my team are undertaking on a daily basis,’ explains Vincent.
3.30PM Meetings
with the team to monitor how customers are tracking through the centre and to proactively identify any potential bottlenecks before they occur.
5.00PM Vincent
performs a final check on the number of bookings in his system and then opens up further appointments if available. Customers book appointments online so it’s vital to ensure this system accurately reflects the availability of the Brisbane centre.
5.45PM
Bus home.
6.30PM
Dinner with the family and then prepare the children for bed.
7.30PM Vincent
winds down by watching old comedy favorites on television, such as Seinfeld or Frasier, over a well-deserved cup of tea. “My TV viewing habits are very old school,” Vincent confesses.
10.00PM
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Time for bed.
You don’t get to be New Zealand’s National Healthcare Field Officer of the Year two years in a row, not to mention topping the national sales chart for medical alarms, without knowing a thing or two about successful client servicing.
Everyday Hero Jacquie Nicholl
Selling Medical Alarms in New Zealand can be a very ‘high touch’ sales process, involving home visits to potential customers to determine their needs and funding requirements. But Jacquie Nicholl from Christchurch takes the meaning of ‘high touch’ to a whole new level, both before and after the sales go through. “The two most important parts of my approach to selling medical alarms are to firstly just be myself and secondly, have a high degree of empathy with my customers,” explains Jacquie. “By listening carefully, you often find out there are many issues beyond just the need for a medical alarm that you can help with.” Such issues have included identifying further funding opportunities for basic support services that some customers were totally unaware they were entitled to. “One of my customers was living in a very modest council unit and struggling financially on his pension,” says Jacquie. “By sitting down with him and carefully understanding his situation, I was able to identify further opportunities for funding – including visits to the doctor, prescription medicine purchases and even getting his lawns mowed and windows cleaned.” That customer subsequently told Jacquie that her support and help had literally ‘changed his life’. Jacquie also ensures their limited
mobility doesn’t get in the way of her customers receiving funding for a medical alarm. “Many of my customers don’t have a car and find it difficult to get to a doctor to receive the required certificates. So I sometimes, if necessary, drive clients to the doctor and back, and even post their paperwork personally if they’re having difficulty getting to the mailbox.” But it’s the twice-yearly follow-up visits Jacquie makes that are really special. “We have to visit clients at least once or twice a year to check on their medical alarms, confirm where the key is hidden and update any information. My aim with these visits links to an old team mantra of ours to ‘make someone’s day, every day’ and I always try and ensure they’re laughing when I leave.” Jacquie has baked cakes, scones and biscuits, or sometimes makes soup to take to her clients during these follow-up visits. She even organised some new clothing for one of her senior clients who was looking a little unkempt. “He greeted me at the door during my next visit saying ‘Oh my goodness, you’re so much more than the alarm lady’ and he gave me a bottle of wine to say thanks for cheering up his life.” Not only does such kindness improve her clients’ quality of life, but it’s also good for business, with referrals a strong component of Jacquie’s new business success story.
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Health & Wellbeing Health & Wellbeing content provided by Bupa’s Health Content Team
Healthy living for winter wellness Do the shorter, darker days of winter leave you feeling wistful and inclined to hibernate? Read on for tips to feel sprightlier and help fend off those winter lurgies. Get up, get out, get moving Getting regular activity out in the winter sun can do wonders for your mood. Both exercise and bright light trigger the release of your body’s natural feel-good chemicals, including endorphins. Doing at least 30 minutes moderate-intensity exercise most days of the week can help support your immune system to fight off winter bugs. And the sunlight on your skin helps increase your levels of bonebuilding vitamin D.
Fight the spread of cold & flu Contrary to popular belief, it’s not going outside in winter that makes you more likely to catch a cold or the flu. Colds and flu are caused by viruses that are spread by sneezing, coughing and hand contact. But your chances of catching a cold or the flu increase as people tend to stay indoors in closer contact with each other. So if you have an infection, help prevent spreading it to your friends, family and colleagues by maintaining good hygiene and a bit of extra distance. See the March issue of Bupa Beat for more tips to protect you from cold and flu.
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Eat right
In winter we often reach for comfort foods which can be high in fat, sugar, and salt. It’s important to keep eating well through the colder months as it can also support your immune system to stave off infection. Go for a range of colourful fruits and vegetables for plenty of fibre, vitamins and minerals. Also include low-fat dairy, lean protein, and wholegrains for a balanced diet that gives your body the nutrients it needs to function at its best.
Be sleep smart It may be tempting to spend more time in your warm and cosy bed when it’s cold outside. Most adults need between 7 and 9 hours of sleep a night, varying according to age and individual need. So work out how much sleep you need then try to go to bed and wake around the same time each day. Having a healthier sleep routine helps maintain your wellbeing at any time of year.
The winter blues If you feel consistently ‘low’ and notice changes in your sleep, energy and mood during long periods of grey wintery days, you may have a condition known as Seasonal Affective Disorder (SAD). Mild forms of SAD are often referred to as ‘winter blues’ but some people experience a more severe form where they’re almost unable to go about as normal in winter. While it’s not very common in Australia, talk to your GP if you think you may be affected.
roo Kanga healthy a meat is us choice. tritio er and nu on, low er in ir ad fat’) h ig h It is t (‘b an rated fa in satu r in energy th e rk o w p lo and f, lean m bee . n e k premiu chic or lean d it en’t trie ly v a h h h If you cca ig , Rebe g in iv before g s mend recom . it a go
Kangaroo and Roast Veggie Medley (serves 4) Don’t let the cold weather derail your healthy eating habits. Get on the front foot and try this colourful winter warmer recipe that is sure to satisfy. For those who aren’t game to try kangaroo, any serve of lean red meat, poultry, or fish will do. Or, for vegetarians, try cooked or canned legumes/beans as the accompaniment for your veggies (e.g. lentils, chick peas, or split peas), or even some tofu.
Ingredients 2 medium potatoes (skin on) 1 sweet potato (skin on) 300g pumpkin, peeled 2 cups mushrooms 1 red capsicum 2 cups green beans 1 onion, peeled Mixed dried herbs (rosemary, basil & oregano) Olive oil 400g kangaroo fillet (2-3cm thick) 2 teaspoons crushed garlic Pepper 6 spears asparagus 425g can whole baby beets, drained Feta or goat’s cheese to serve
Method Preheat oven to 180°C (fan forced). Chop all vegetables into bite-size pieces (~2cm cubes). Boil water in a saucepan, add potatoes & sweet potatoes, cook until slightly soft (~10 minutes) and drain. Place cooked potatoes, pumpkin, mushrooms, capsicum, green beans, onion on baking tray/s and coat with mixed herbs and 1-2 tablespoons of olive oil (mix through on tray). Roast vegetables for about 15 minutes or until all are slightly golden. Meanwhile, marinate the kangaroo fillets with oil, garlic and pepper. Heat 1 teaspoon of oil (or use spray) in frypan. Grill kangaroo in frypan on high for 3-4 minutes either side (for rare to mediumrare). Leave to rest for a couple of minutes. Grill the asparagus in the same pan for 2 minutes. Serve up the roast vegetables, asparagus and baby beets on a plate, thinly slice the kangaroo and place on top of vegetables and drizzle with oil and garnish with feta or goat’s cheese. By Rebecca Hall — Bupa, Accredited Practising Dietitian
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Health & Wellbeing
The team experience
The benefits of team sport Many of us already know that physical activity is one of the most important things you can do for your health and wellbeing. Yet we often struggle to stay motivated when the colder weather hits, particularly if we do it solo. If you sense the ‘winter blahs’ coming, why not mix up your routine and give group physical activity a go? Team sport offers more than just physical benefits — it can have a positive impact on your personal and professional life too! There are many social benefits and skills to be gained - you set goals, make decisions, communicate, manage conflict, and solve problems as a team. There’s a lot to be learned from team sports that can be carried over into the workplace. Think back to the last team
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sports match you watched, whether it was basketball, netball, rugby, soccer... the list goes on. Remember that moment when you could see the group became a team, setting up that perfect shot? Although one player may have scored the goal or won the point, in reality it was made possible by the whole team’s planning, coordination, and cooperation to get the ball in the basket or net, or over the line. The Bupa FC soccer team (right), that participated in the recent Corporate Games in Melbourne, is one example of our people getting out on the field and in true one Bupa spirit, was made up of employees from around our business. Why not kick-start your own team? Share the idea with some colleagues and
n make new friends and build camaraderie n improve cooperation skills as you understand and appreciate differences between individuals n discover hidden leadership skills n enhance social interaction skills n get a sense of belonging as part of a team n improve self-esteem n foster resilience, through sharing positive & negative experiences. gauge their level of interest, or suggest a sports event for your next team building event. If you prefer to keep sweat and work separate, google ‘Sports and Recreation Meetups’ and see what opportunities await in your community.
Customer Story
Circuit Breakers
credits the Joel Bracewell y a ke motivator NZ Breakers as r better health fo t in his ques
As one initiative in Auckland involving the National Basketball League team the New Zealand Breakers has shown, short-term incentives can make a big difference to our clients and patients longer term success. An inspiring speech by the owners of the New Zealand Breakers men’s basketball team at the Bupa National Conference in 2013 provided the catalyst for a very successful sponsorship and incentive program for rehabilitation services in Auckland. “I saw an opportunity in The Breakers that was completely different to anything else other rehabilitation providers were doing to really differentiate us in New Zealand,” explains Angela Aldous, Operations Manager who had heard Breakers’ owners, Liz and Paul Blackwell, speak at the national conference. “The values and work ethic of The Breakers were perfectly aligned to our brand. After the initial sense that it would be a ‘good fit’, we decided to use The Breakers sponsorship opportunity as the central part of the journey we were also taking the rehabilitation business on.” Knowing that residential rehabilitation
clients need to set short term goals in order to see a longer-term improvement, Angela and her team decided to use the The Breakers games tickets, and ‘meeting the team’ opportunities, as reward and motivation for participation and success, both for residents and Bupa team members. One such rehabilitation resident was Joel Bracewell, who had also been recently diagnosed with Type 2 diabetes . “I set myself a goal to go to the Breakers games,” says Joel. “So I had to do my rehab, or I might not get chosen to go.” Before he began going to the Breakers games, Joel was a regular patron of the local takeaway store and would often refuse to participate in physical activity. His health was so poor that he was deemed to have a 115% risk of cardiac arrest and/or stroke. “I had to get my diabetes under control to be able to go and watch The Breakers, and I wanted to go to the games because they
were winning all the time. So I had to cut out all the greasy food and do exercise in the pool,” says Joel. “When the Breakers won it was great to see the crowd go berserk. It was really good to see them beat the Aussies.” To date, Joel has now lost in excess of 20 kilos and has only a 45% risk of cardiac arrest and/or stroke, which is well under the norm according to his GP. “I feel like a new man. I used to cheat all the time with my exercises and eat greasy food, but now my blood doesn’t lie and I feel like I’ve got my diabetes under control.” So not only are The New Zealand Breakers the current NBL Champions, they also continue to score goals for Bupa as well. “Amid a year of change, the commitment and partnership with The Breakers has been an overwhelming success and a great fit internally for our team, but most importantly an inspiration to our clients in their rehabilitation,” says Angela.
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No sugar coating
A new film starring Damon Gameau reveals the serious amount of sugar we can consume without even knowing it, hidden in food and drinks we might choose because they look healthy. Luckily, the FoodSwitch app’s new SugarSwitch filter can help steer us to a healthier path. 14 | BEAT
‘ Bloated, grumpy and short-fused’ Damon describes the way the way the extra sugar made him feel.
Damon Gameau is an Australian actor. You may know him from such films as ‘The Tracker’, ‘Balibo’ and ‘Save Your Legs!’. Or you may have heard about ‘That Sugar Film’, which shows and tells what happened to Damon when he spent 60 days consuming 40 teaspoons of sugar a day. Most of that sugar was concealed in ‘healthy’ foods like low-fat yoghurt, muesli bars and fruit juice. Why 40 teaspoons a day? Because that’s the amount Damon and his team worked out to be the average daily consumption for 19-30 years olds around the world (including Australia). Which, considering the dramatic effects that much sugar had on Damon in just 60 days, is pretty scary. “Bloated, grumpy and short-fused,” is how Damon describes the way the extra sugar made him feel. It also put him on the road to obesity and he showed the first signs of fatty liver disease after only a few weeks on his ‘average’ diet.
“Unfortunately, the Australian diet is one of excess,” says Bupa’s National Medical Director, Dr Rob Grenfell, who acted as an adviser on ‘That Sugar Film’ and had the opportunity to review edits prior to the final production. “We’re eating too much, and we’re also eating more energy-dense foods containing high amounts of fat and sugar. “I always feel like a party-pooper, but it’s all about moderation. If you’re eating energydense foods, you have to eat less.” The trouble is, we often don’t realise how packed with sugar apparently healthy foods can be. “Drinks were the big shock,” says Damon. “Flavoured milks, iced teas, vitamin waters, sports drinks and even juices – these liquid calories just ‘flood’ our systems.” The free FoodSwitch app, and especially its new SugarSwitch filter, can help all of us avoid that sort of excess. Developed in conjunction with The George Institute
for Global Health, FoodSwitch rates the healthiness of over 90,000 products on supermarket shelves. Using the new SugarSwitch function, you can simply scan the barcode of any product containing sugar and the app will provide a list of healthier alternatives with lower total sugar. It will also let you know if the sugar content is mostly from added sugar. As Rob Grenfell says, “The app puts the power back with the consumers. It gives us all the ability to say ‘No, I don’t want that product, there’s a healthier option’. And, as the changes made by fast food companies in recent years show, manufacturers do respond to consumer pressure.” FoodSwitch is available for free download from the App Store and Google Play, or you can visit the website below.
foodswitch.com.au
App Store is a service mark of Apple Inc. Google Play is a trademark of Google Inc.
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Fo pe in hu
2015 saw the launch of Bupa’s new values, and to show how these values are already coming to life through our people, a week of thanks and recognition called #BupaThanks was held from the 11-17 May around the world. #BupaThanks week was just the beginning of a global Thank You movement, so don’t forget to continue thanking your colleagues for living the values everyday by sending thank you e-cards (visit bupa.com/yourstories) or using the #BupaThanks postcards.
Thank you for swapping shifts with me!
bupa.com/yourstories From Holly To Fiza
Always helping without even been asked.
From Joy To Seema
#BupaThanks
or your erseverance the face of a uge workload.
Making the daily experience of coming to work fun, supportive and inspiring!
From Jackie To Cheryl
From Kate To Data & Digital Green Tribe
For always going above and beyond to help everyone. From Annabey To Alex
All the help you have given on the resourcing project.
Assisting the Operations team when we have big events.
From Sandra To Jean
Passionate
Caring
Open
From Fabiola To Michelle
Authentic
Accountable
Courageous
Extraordinary
100 100 A unique Customer Story
Twin centurions, Norma & ‘Tiny’ Taylor are an institution at Bupa Waratah in Newcastle
double century People casually talk about twins who do most things together being ‘inseparable’. Until they’re five or ten or maybe even fifteen. The extraordinary Norma and ‘Tiny’ Taylor have remained inseparable for just over a hundred years.
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The day the identical Taylor twins celebrated their hundredth birthdays at Bupa Waratah in February was the 36,525th day they had spent together. For many years Norma went off to work while Tiny (whose official name is Lorna) stayed at home to look after their parents. But, incredibly, they have not ever been apart for more than these few working hours since 1915. “She won’t let me out of her sight for five minutes,” says Tiny of Norma, and Tiny wouldn’t have it any other way. In recent years the twins lived in what Tiny describes as a ‘beautiful unit in Church St’ in Newcastle, NSW where they were living a ‘wonderful life’ until Norma had a fall, broke her shoulder in two places and finished up in hospital... with Tiny at her side. “The kind lady at Newcastle Private said: ‘Twins can’t be separated’, so they put me in the next bed.” Once Norma was well enough to leave hospital, the Taylor sisters moved into a shared room at Bupa Waratah. With Norma still not back in tiptop form, Tiny does what she can to help the employees look after her. But a few signs of physical frailty can’t stop their lively personalities shining through.
“Our doctor says we’re not 100% up top,” says Tiny. “He says we’re 200% per cent up top. Each!” The Waratah team are equally impressed. “They’re definitely great value,” says Lifestyle Manager Ruth O’Neill. “There’s lots of history to them.” Not just the history of their own lives, but their ancestors’ as well. “Listen to me,” commands Tiny. “This is important. Our grandfather introduced merino sheep to Tasmania.” She goes on to explain that the Taylors first came out to Australia from Scotland in 1823 and that her father and two of his brothers came up to Newcastle as young men because they didn’t want to stay on the land, where “life was very hard in those days”. Norma chips in to tell her she’s going into too much detail, and should wind up the family history lesson there. Tiny disobeys orders for a moment or two, but then is happy enough to do as her twin suggests. When you’ve spent at least part of every day with someone for a hundred years, you know a little give and take is all part of contented companionship. As Norma told a reporter from the local TV station: “As long as we’re sitting here together, we’re right.”
Customer Story Jack Shearer walked into his local Bupa centre at the Southland Shopping Centre in Victoria feeling frustrated and confused, but what happened next restored his faith in the power of great customer service, and is a reminder that small things really can make a big difference.
From fed-up to fan Beautiful, understanding people, always Jack was recently asked to share his customer experience at the Customer Growth and Sustainability Conference and summed it up by saying “Bupa stands for Beautiful, understanding, people, always”.
Jack Shearer knows a thing or two about good customer service – he used to teach a course in it. So when an expert like him comes across ‘good customer service’, he not only tells his friends and family about his experience, he also takes the time to contact the company (in this case Bupa) to pass on his congratulations. So, what made Jack’s experience with Bupa so special? A fair bit of personality, total sincerity, a willingness to listen and the ability to share the customer’s point of view. Jack was not happy when he went into his local Bupa centre to sort out his health insurance. A series of unexpected bills had left him wondering if he had the right cover. But he went from being a bit fed up with his fund to one of its biggest fans in just a few minutes. As he entered the store he was approached by a smiling Sales and Service Consultant, Liz Savannah who asked how she could help him. Nothing out of the ordinary there, you might think. But as soon as Jack started describing his frustrations, he had the feeling Liz was really listening sympathetically and thinking of ways to resolve his issues. She even compared his healthcare needs with her parents’ and explained how her own family had sorted out a similar situation. “Liz made it alive, it was no longer just something out of a book. All of a sudden I was a person. Within thirty seconds, I felt I could trust her.” With previous experience working on the
help desk for RACV’s Total Care emergency roadside assistance, Liz knows what it’s like to deal with stressful customer situations. “Firstly, I try and calm customers down by getting them to take a deep breath, offer them a glass of water and then get them to sit down to discuss their situation,” explains Liz. “And when I sit down next to the customer, it’s important for them to know I’m really listening to their needs, so I lean in towards them, repeat their key points back to them and then calmly try and work through their various options after reviewing their history and current situation.” Jack felt Liz was genuinely keen to help him, and not just conscious of meeting sales targets or trying to push him into an arrangement that might suit her more than him. “It wasn’t ‘what you need is this’, it was ‘would you like to consider?’ and Liz’s attitude was easygoing and encouraging. I ended up paying more, but I’m also much more satisfied. She promised me a better deal and was able to substantiate the benefits.” Jack says he regularly gets calls from other Health Insurance companies offering to compare his Bupa deal with theirs, but he says: “You cannot beat what I have now”. After having such a positive experience, Jack was quick to contact Bupa. “Most companies only get complaints,” he says, “so I always like to pass on the good news when a job has been done exceptionally well.”
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Creating a brilliant impression
Just as shining white teeth create an attractive impression, the new look of Bupa Dental in Hobart is winning plenty of fans – even among casual passers-by. Ask Dr Jim Rushton, practice principal of Bupa Dental Hobart (along with Dr Kevin McGregor), what he thinks of their new surgery in Collins Street and the answer is pretty clear-cut. “Look, it’s just wonderful,” says Dr Jim. “We have a brand new, totally modern practice with four surgeries, and it looks so impressive from the street that we’ve had many new customers simply walk in because they just want to find out more about the new practice and our brand.” Australia’s first fully branded Bupa Dental Centre opened in February this year, after an intensive refurbishment of the existing premises which had more in common with a TV renovation show than just the impressive results. “I couldn’t believe how committed the building team were to completing the task in just eight weeks,” says Dr Jim. “Even to the point the police were called one night when renovations were still going on at 11pm.” Check-ups just before midnight are not on your typical dental schedule! Those ultra-keen workers weren’t just dealing with stylish aesthetics. “The science of lighting is critically important to what we do in the practice,” explains Dr Jim. “For example, colour-matching of teeth needs to be performed in certain lighting conditions that replicate the real world, while providing
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the necessary levels to conduct the procedure. What we have here is state-of-the-art.” Regular patient Kimbra Burke is equally enthusiastic about the new surgery. “From the moment I walked in, I was really impressed. It was so light and lovely and clean,” says Kimbra. “Little things also make a difference, like now being able to see the outside world from the waiting room, which puts you a little more at ease.” By pure coincidence, Kimbra was already a Bupa Health Insurance customer when her existing dental practice became Bupa Dental. “I didn’t even realise that Bupa had expanded into dentistry, but now I return every six months for my regular check and I make sure I always stick to that appointment, which hasn’t always been the case.” Kimbra has also recently convinced her husband to change practices, so it’s now a family affair at Bupa Dental Hobart. Three months in and the centre has really hit the ground running. “We’ve have upwards of 100 new customers each month,” says Dr Jim. “We’re opening six days a week now – which is unusual for Hobart – and we’re also looking at putting on more dentists in the very near future.” No doubt that level of success is putting smiles on a lot of Hobart faces.
Bupa’s dental centres • Bupa’s Dental Corporation has more than 210 dental centres across Australia and New Zealand • More than half of these are Bupa branded (full or co-branded) dental centres on our Member’s First Network • Our Non-Members First centres include specialists and New Zealand practices. Looking for a Bupa dentist near you? Visit bupa.com.au/dental Don’t forget to register for our Corporate Dental Program to receive 10% off all treatments*, visit dentalcarenetwork.com, click on the ‘Corporate Program’ tab and then select ‘Employee Registration’. *For terms and conditions visit dentalcarenetwork.com
Braveheart
Bupa Blooper
An arrow in the chest will take you out of commission nearly 100% of the time, except in Hollywood. Picture it. You’re fighting in a battle in Scotland in the thirteenth century when you cop an arrow deep into your chest. Your mates rally around you, pull out the offending item, cauterise the wound, give you a swig of liquor and have your back on your horse to recommence hostilities. Fantastic theatre but it’s not going to happen, no matter how good the intentions of your rescue crew. Sure, you want to appear brave and press on with the good fight but pulling out anything penetrating the chest is an error. The arrow could have punctured a major organ or blood vessel, but while the arrow remains in place it’s plugging the hole. Take it out, and you may bleed out from the injury, or experience respiratory distress from your lung collapsing. This could lead to death – especially in the days before modern medicine. Best to leave the arrow in, hide until the battle is over and grab the doctor with the cleanest hands to surgically remove it. Or the odds are you probably won’t be around for the sequel.
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Bupa Brain Trainer
Trivia isn’t always trivial. It’s actually an excellent way to challenge your mind to locate those facts that are lurking somewhere in the deep dark recesses of your brain. Good luck... you might need a torch!
averaged one patent for every 1 Who three weeks of his life?
year did Princess Margaret 11 Inandwhich the Queen Mother die?
ingredient in fresh milk is 2 What eventually devoured by bacteria,
Robert Redford named 12 Actor which film festival after a Wild West
causing the sour taste?
3 In which city did Martin Luther King make his ‘I Have a Dream’ public speech?
4 Who is best known as the dancing partner and on-screen romantic interest of Ginger Rogers?
which Russian city was Vladimir 5 InPutin born?
6 What name is given to the scientific study of fossils?
7 What is the largest living species of penguin?
8 Who was the first Twitter user to reach 20 million followers?
is the hottest planet in our 9 What solar system? many players are on each side 10 Hinow a polo game?
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outlaw?
13 Who owns the television production company called Harpo?
14
horse is measured in hands. A How many inches are in a hand?
is the world’s smallest 15 What flightless bird?
16 Tom’s father has five sons named Ten, Twenty, Thirty, Forty. What would be the name of the fifth?
American singer died in Paris 17 Which in July 1971? or False. A sneeze occurs at 18 True about 100 miles an hour.
19 Which is the only American state to begin with the letter ‘P’?
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In which James Bond film was there the following exchange: ‘You expect me to talk?’ ‘No, Mr Bond, I expect you to die!’?
book were twins Norris and 21 What Ross McWhirter commissioned to compile in 1954? hich country has moire tractors 22 W per capita, Canada, Iceland or Japan? hich vitamin is known as the 23 W sunshine vitamin? ho won the men’s singles at 24 W Wimbledon in 1985 at the age of just 17? hich King’s defeat ended the War 25 W of the Roses?
26 What was astronaut’s Buzz Aldrin’s mother’s maiden name? t what time on a Sunday should 27 Aclocks be put forward or back for daylight saving? many hurdles must be cleared 28 Hinow 110m hurdles? hich biblical measurement was 29 W approximately 18 inches? ho became the Italian Prime 30 W Minister in 1922?
Answers on page 29
Bupa Doctor Dr Tim Ross
Winter arrives and it seems we’re always battling one ailment or another. But in our search for relief, should we always head straight to the pharmacy or are there simpler ways to get on the road to recovery? This month, Doctor Tim discusses remedies for symptoms of the common cold and offers some sensible techniques to help keep eczema under control. Got your own question for Dr Tim? Just email it to askthedoc@ bupa.com.au
The cold war
Exorcising eczema
When I get cold symptoms I like to blast them with a range of medicines from the pharmacy. Is this okay?
I get eczema on my hands and inside my elbows that always flares up in winter. Is there anything I can do to stop it from happening?
The common cold is the problem GPs encounter most through winter and no one has cracked a cure, yet. As such, many people hit it with whatever they have read about, searched on Google, or had recommended to them. Blasting your cold with a range of cough and cold medicines won’t guarantee you’ll get better faster, just that your wallet will be lighter! You may even double up on medication, unaware that something you’re using to get rid of that headache, such as paracetamol, is also an active ingredient in a cold and flu tablet you’re taking, which could lead to problems with side effects.
Eczema is a chronic skin condition where the skin reacts to a trigger, leading to issues like inflammation (pinkness), itch, and at times, skin breakdown. Two of the biggest triggers for eczema are heat and dryness. In winter because the air humidity drops substantially, skin tends to be drier. Heating indoors and people rugging up against the cold can also overheat the skin and exacerbate the problem.
I like to keep it simple — lots of fluids and rest is best. Only take medications specific to your symptoms. If you are in pain, paracetamol and/or ibuprofen are great. If you’re blocked up, decongestant sprays are the most effective, and using them at night can help you get a good night’s sleep. Be careful with these though as you can get ‘rebound’ congestion and clog up again if you use them for more than 4-5 days at a time. Menthol-based nasal sprays and lozenges can also be useful if you can’t use the decongestant sprays. And stay home from work to help prevent spreading your cold to others.
So aim to keep your skin cool and hydrated. Use lots of moisturiser often — aqueous creams are the best. There’s usually a wall of them at the pharmacy. And keep at risk areas cool, such as the insides of elbows and knees, as well as wrists and face. Don’t over dress for bed — flannelette PJs are no friend of yours, nor is a heavy doona. If these measures are not controlling your eczema, see your GP about using a cortisone preparation for a finite period. It can be a very effective and safe way to help with outbreaks. If a flare does not resolve within a month, you should also see your GP as infection may be involved. There is also the option of seeing a dermatologist if you would like further help.
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By helping tertiary students beat stress, sleep more soundly and even learn to swim, Bupa’s team is changing private health cover for overseas students from just another box that has to be ticked into one component of a more holistic health and care offering.
To read Bupa’s reports (published in partnership with the Union for International Cancer Control) on tackling cancer risks in the workplace, visit bupa.com/cancer.
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“ I was having trouble sleeping because of my assignments and getting them all done by the due date and I received an email from Bupa inviting me to the Sleep Well seminar, so I attended and found the session extremely useful.”
Rhonda Grant Partnerships Manager
Shalani Mohana Kumaran University of Wollongong student
Studying overseas can be stressful for young students. The fact that taking out private health insurance is a mandatory requirement for everyone who comes here to study is a reminder that things can go wrong. While many providers compete to provide this service on price alone, Bupa’s Overseas Student Health Cover team has achieved an amazing 40% year-on-year growth by building strong relationships with the institutions who share responsibility for the visitors’ wellbeing. “There are two types of clients we deal with, educational institutions and educational agents, and they have totally different needs and expectations from a provider,” says Rhonda Grant, the Partnerships Manager for the Northern Region of Overseas Student Health Cover. Educational institutions want a relationship first, and will then consider a commercial partnership. For education agents, it’s all about speed and return on a sale. “We have to ensure our relationship management can cope with these different styles of clients, but our main offering remains the same to both,” explains Rhonda. “We start with competitive insurance cover first, but then build wider health and wellness programs into our offering; have team members based permanently on
site at main campuses and even help fund university research into health issues.” The Bupa team investigated the overseas student experience to discover the challenges with which they needed help. The team then helped fund and build information sessions around those specific needs. The session topics include Sexual Health, Stress Busters, Swim Safe and Sleep Well, the course University of Wollongong student Shalani Mohana Kumaran recently attended. “It came as quite a surprise that such a seminar would be available, and I’d never come across anything like it, even in my undergraduate course,” says Shalani, who is in her final year of a Masters in Forensic Accounting. “I was having trouble sleeping because of my assignments and getting them all done by the due date and I received an email from Bupa inviting me to the Sleep Well seminar, so I attended and found the session extremely useful.” Felix Lanceley is the Student Services Manager at the University of Wollongong College and says these sessions are very valuable for overall health and wellbeing. “People can be surprised at how open we are with the information sessions on offer in areas such as Sexual Health and Mental Health, but we see it as an overall holistic approach to student wellbeing,”
explains Felix. “Bupa had to tender to be our overseas healthcare provider, and they secured the business from the incumbent,” explains Felix. “The University and College were very happy with the range of services that Bupa put on the table.” Rhonda Grant explains that while their recent rapid growth is a great start, the Overseas Student Health Cover team has even broader ambitions. “Our goal is to be the total health and care partner of choice with universities and other institutions across Australia and provide a totally holistic approach to health promotion, health insurance and all the other Bupa-related products and services that we provide.”
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rhythms 26 | BEAT
Dwayne Crombie, Managing Director, Private Health Insurance, Australia is a man of many talents who has represented his country, loves the All Blacks and enjoys quiet moments of solitude listening to classical music at 30,000 feet. Why Bupa Passively, in the sense that I was head of Guardian Healthcare, a very large NZ aged company that was acquired by Bupa in 2007. Actively now, because of many of the people who work at Bupa and the broader purpose.
My proudest moment This is more a work in progress; but helping raise my two children (now young adults) as people I really like and admire.
How I relax Walking in parks or by the sea, listening to classical music in a plane where there is no Wifi and cellular communications!
How scarcity captures the mind
What I’m reading I love lots of non-fiction, history, economics, politics and science. My last book was ‘Scarcity: The true cost of not having enough’. My favourite book from last year was ‘Quiet: The power of introverts in a world which can’t stop talking’.
Dwayne’s most recent favourite read is ‘Scarcity: the true cost of not having enough’.
My goal outside of work Enjoy life.
Co-authored by economist Sendhil Mullainathan and psychologist Eldar Shafir, ‘Scarcity’ reveals a science behind why we can never keep on top of workloads, why poverty persists around the world and even why successful people do things at the last minute in a sudden rush of energy.
Geek ‘Hall of Fame’ moment This is one from the past - when I played competitive bridge and represented New Zealand in many international bridge events.
Something I wish I knew when I was 18
Originally published by Penguin UK, ‘Scarcity’ is available to purchase online at penguin.com.au.
Fanatics of any persuasion are dangerous people and only collective power can deal with them.
There should be more Selflessness, humility and a willingness to consider alternative ways of solving problems.
A sea of blue across Tasmania
There should be less
February and March this year saw the 16th running of the Bupa KidFit series in Tasmania, involving triathalons for 7-15 year olds and mini runs for 5-6 year olds.
Me, myself, I (and sledging from overpaid sports jocks!).
Favourite sporting team All Blacks! I had a very traditional Kiwi upbringing.
Five events were held across Tasmania in Lauderdale, New Norfolk, Blackman’s Bay, Launceston and Ulverstone. AFL Legend and Bupa’s Head of Market Development Peter Hudson said: “The series is a great way for kids to get into physical activity and it challenges them to try their best in a friendly setting. We’re extremely proud to support this great initiative which encourages Tasmanian children to embrace physical activity with the broader aim of reducing long-term risks of some chronic health issues.”
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The Feel Great Britain initiative
New support for the McGrath Foundation
Bupa UK’s Feel Great Britain initiative, a campaign designed to help the whole of the UK feel great, launched on May 24th with the Bupa Westminster Mile event.
Building on our existing partnership with the McGrath Foundation, Bupa has recently announced its sponsorship of the Telephone Support Nurse role held by Pip Bell.
Bupa’s research uncovered that one in eight Brits has a feel great moment only once a month and that nearly two thirds feel stress gets in the way of feeling great. The aim of Feel Great Britain is to help overcome these barriers and show people how easy it is to enjoy a feel great moment and give them opportunities to do so. In fact, feeling great doesn’t have to involve much effort at all as Bupa’s research uncovered. Topping the list of feel great moments was sleeping in a freshly made bed, with feeling the sun on your face coming second. Other simple feel good moments the British enjoyed also included popping bubble wrap, swimming in the sea and playing with their pets. The Feel Great Program includes a variety of events, activities and initiatives for the mind, body and soul, all designed to make Britain feel great. bupa.co.uk/health-information/ feel-great-britain
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Partnerships
Information and insights from the world of Bupa to keep you up to date on Global, Market and Business Unit news.
Global
Bupa Bites
This position ‘is one of the McGrath Foundation’s most important roles’ according to Tracy Bevan, McGrath Foundation Ambassador and Director. The McGrath Foundation supplies local Breast Care Nurses to support people living with breast cancer, and to ensure continuity of care when these nurses take leave, the Telephone Support Nurse, Pip Bell, is provided. Bupa is now sponsoring this position as an example of how we are tackling one of the toughest challenges in health and care. This initiative also links into the ‘Manage and Recovery’ life event and shows how we are helping to provide the best emotional, social and physical support to cancer survivors so they can rebound in a positive way.
May 2015 saw the launch of The Blue Room, Bupa’s new digital and health care information web site that is available to all Australians and New Zealanders.
A key part of Bupa’s digital strategy is to switch Health Insurance customers from receiving traditional printed communication, to using e-communication channels. In 2014, when Bupa sent out information on price changes, approximately 500,000 customers received this news via email. In 2015, that number jumps to more than 1.1 million people who have requested to receive communication via email only.
The Blue Room provides news, information and health content based around four life events: Families, Caring, Manage & Recover and Healthier. Articles are written by both Bupa and external experts and are mostly delivered in the form of ‘real-life’ stories to bring the information to life. Upon launch, the most popular articles for the month included: Your Dementia questions answered The ‘catching colds at day care’ dilemma The unexpected challenges of caring for someone with dementia The Blue Room is another tangible initiative to show more people that Bupa is a true health and care partner helping people lead longer, healthier and happier lives. theblueroom.bupa.com.au
“For customers it means being able to access information more quickly and easily, particularly during peak periods,” said Alison Wild, Director, Health Insurance Marketing. “By driving e-communications for our customers, we will also continue to see significant cost savings for our business”. But the savings in communicating electronically are not just for the bottom line. “Moving to a paperless process also shows our commitment to the environment and we will continue to drive e-communications through the year,” added Natalie Gray, Customer Communications Manager.
1. Thomas Edison 2. Lactose 3. Washington DC 4. Fred Astaire 5. Leningrad 6. Paleontology 7. The Emperor Penguin 8. Lady Gaga 9. Venus 10. Four 11. 2002 12. The Sundance Film Festival 13. Oprah Winfrey 14. Four 15. Kiwi 16. Tom 17. Jim Morrison 18. True. 19. Pennsylvania 20. Goldfinger 21. The Guinness Book of Records 22. Iceland 23. Vitamin D 24. Boris Becker 25. Richard III 26. Moon 27. 2am 28. Ten 29. One Cubit 30. Mussolini
Huge growth in electronic only communication
Brain Trainer Answers
e-Comms
Online The launch of the Blue Room
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My Career at Bupa When Ange Yousef became the Manager of Blink Optical’s Chadstone, Victoria store in 2009, little did she know that in 6 years time, she would be the Sales and Operations Manager overseeing multiple stores in Victoria, South Australia and Tasmania for a global health and care brand.
Keeping an eye on the big picture Ange Yousef
Ange Yousef has that rare ability to keep thinking long term even as she’s busy taking the day-to-day steps that are necessary for her team’s success. “When I joined Blink Optical at Chadstone, I thought it would take two to three years to achieve what I believed was possible,” explains Ange. “Firstly, we took a very personal approach to customer and patient care. This allowed us to build and maintain customer loyalty, and from that we started to generate significant referral business. Secondly, we needed to ensure we had a really strong team, so we recruited top quality optometrists and great team members.” This approach ultimately helped the Chadstone store achieve the highest sales per square metre in Australia. And while Ange’s original motivation to join Blink Optical was to work with a smaller company,
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Bupa’s acquisition of the group in 2011 only increased the opportunities she saw for her career. “I thought Bupa becoming involved was a great move for the business,” explains Ange. “Their focus on patient care and putting back into the community aligned exactly with my values.” So in 2013, when she was offered a secondment as the Sales and Operations Manager for Victoria, South Australia and Tasmania, Ange leapt at the chance to apply her retailing skills to a wider group of stores. “Operationally, I knew what worked and what didn’t, so I was able to implement those steps to help improve a number of stores. What I did find most challenging, however, was moving from being a peer of your team, to being their leader.” Ange admits there is no quick fix to gaining the respect of your team. “Ultimately, you have to earn that respect, so
I made sure I was very hands-on and worked very hard to show the team I was committed to our success.” Ange also focused on staying approachable and compassionate, so she was able to relate to her team members’ circumstances. “Putting people at ease, and making them understand it’s OK to discuss weaknesses as well as strengths, helps the whole team improve.” By the time Ange’s secondment as Sales and Operations Manager came to an end, she had made such a positive impact that she was given the position on a permanent basis. And while she continues to perform at a day-to-day level, Ange still looks at the bigger picture and bigger opportunities for Bupa Optical. “Wouldn’t it be brilliant to take what we’ve developed in Bupa Optical in Australia and help overseas markets such as Asia Pacific, enjoy the same level of patient care?”
Years of Service
Let’s stick together
Recognising those who know when they’re on to a good thing!
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Y E A R S
Y E A R S
Y E A R S
Y E A R S
Y E A R S
Marie Coquet
Paulette Burford
Manjula Anand
Faye Andres
Nicole White
Robyn Milne
Berardina Di-Milia
Teresa Lynch
Ann Daly
Naomi Attwood
Viola Hanna
Janice Funaki
Kathleen Thompson
Paul Wilson
Natalia Gibas
Kane Baxter
Christine Doyle
Maria Tran
Maree Worboys
Rosemary Bowyer
Saban Kati
Francois Bertoliatti
Eden Humphreys
Margaret Birks
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Catherine Stretch
Julie McGrotty
Christine Brind
Mary Wade
Kim Mugford-Black
Bev Clifford
Katherine Morgan
Sam Channon
Suet Koh
Judy Bain
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Huong Pham
Rami Dinha
Borka Sodic
Dale Russell
Fou Vaelei
Brett Eitzen
Natalie Higgisson
Tenemane Loane
Gregorio Biniahan
Anne Guidera
Abay Bisrat
Christina Sinha
Krishna Gounder
Katie Henstridge
Peter Makuzha
Y E A R S
Sakuntala Kumar
Pauline Mason
Nell Armstrong
Loretta Garra
Rosemary Cairns
Karen Mulraney
Helen Chilcott
Cheryl Malberg
Andrea Fisher
Belinda Nitschke
Beata O’Hara Jennifer Francis-staite
Y E A R S Peter Andrews Tory Gervasi
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Pepe Patafilo Margie Barber Elizabeth Hall Shalini Chand
Lynnese Phelan
Jeanette Shewan
Eliza Paea
Helen Stevenson
Kathleen Edwards
Eileen Palmer
Y E A R S
Nicole Wilby
Malito Kelepamu
Christine Pollicino
Tanya Vlahos
Dorothy Andrew
Shirley Fletcher
Roger Pratt
Jennifer Dornan
Annette Mai
Debbie Dajnowski
Donna Roth
Robert Stewart
Sifa Lisipa
Janet Elliot
Matthew Stopford
Mary Lopati
Val Fifita
Andrew Vanelswyk
Kalairajany Naguleswaran
Jyoti Sharan
Dorothy Batten
Joanne Vassallo
Cherelyn Thom
Alana Yalden
Linno Vaipa
Faitala Filipaina
Esther Webb
Irene Gahan
Marion Garfitt
Barbara Foley Ann-Marie Sutherland
Margaret Michalanney Denise Brookstein Elvira Milosevic
Gaylene Gwillim Shirl Fussell Chanel Pilcher-Landgraf Poima Time Sue Turnbull Libby Cook
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Let the Blue Room make your basket a whole lot healthier
It can be difficult to resist the temptation and convenience of unhealthy and processed foods. But check out the healthy shopping list on the Bupa Blue Room and add some delicious and healthy foods to your basket. The Bupa Blue Room has advice and information you can trust, and real stories to help inspire you to live a longer, healthier, happier life. Visit blueroom.bupa.com.au
blueroom.bupa.com.au