Spring2018
Your most authentic self
How our Pride Champions are supporting inclusion
Career mobility
Team members finding new paths to fulfilment share their tips for success
Residents knitting up a storm Meaningful activities helping many
Connecting our people across Australia and New Zealand
years of ser vice
43YEARS
Service with a smile
Kathleen Thompson Maree Worboys
40YEARS
Recognising those who love what they do year after year after year.
Julie Rohde
35YEARS Christine Beckett
30YEARS Donna Farrer Robert Hansen Carolyn White Julie Heritage Cherie Herbison Agnes Cox Christine Latter Pagona Soderholm Nisha Habibullah Joanne King
25YEARS Katica Bezjak Merryn Ryan Gayleen Tomlinson Mirella Moppi Anne Tindle Margaret Reiha
20YEARS Juliann Gill Olga Gretchina Shirley Kajewski Vilimaina Ratucadre Elisabeth Schickerling Sharyne Dallas Jude Turner Eileen Johnson Pat Warren Chrys Hales Mojgan Farahani Yvonne Frew Suzanne Haines Dorothy Shaw Cecilia Wyber Paul Chambers Peter Jankowski David Bleakley
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15YEARS
Maria Amituania Anne Marie Baldwin Zorica Caruana Sabah Dagher Suzanne Davis Rosemary Devaney Anna Diorio Suzanne Donelly Serena Hafukava Yinna Hong Ning Maureen Smith Nirmaladevi Santhirasekaran Julie Silvaggi Anne Spicer Roma Marshall Elizabeth Montgomery Louise Smallbon Kellie Davis Vindu Narayan Iris Moselen Suzanne Abley Salina Hick Tiffany Simon Lalith De Silva Karen Scheer Sean McCormick Denise Smith Elma Rhode Zareena Begum-Ali Debbie Richardson Nazima Ahmed
10YEARS
10YEARS
10YEARS
Umu Bah Saira Banu Christopher Bhoobun Mulunesh Buta Janet Carothers Prakash Chand Dianne Clouten Deborah Connelly Kristel Cossigny Pauline Cummings Marites Del Rosario Karen Eckersley Lynette Eddie Rodica Georgescu Kalamani Gnanarathinam Patience Goto Nanthini Jayaratnam Jo Jiang Mahin Kaeidi-Majd Hawa Kamara Kathleen Keith-Storey Kamal Koirala Anil Kumar Ronald Lacey Gladys Lagarto Analyn La Rosa Terri McCormack Aldijana Mirascija Megan Mulkerin Puhenthirar Mutausamy Cheryl Paizs Genalyn Pallada Guan Peng Qi Sonya Riley Wainikiti Saladrau Karen Smith Micheal Smith Mary Teah Leila Themor Logeswaran Vallipuram Varghese Varghese Danielle Whitford
Ida Williamson Stephanie Walker Amanda Chambers Sally Maree Walker Mary Little Joanne Taylor Lynette Anderson Lynette Andrews Mary Duffy Annaliza Barrozo Sanjita Basnet Anurodh Gautam Jamie Jordan Harmony Ruruku Jennyfer Encarnacion Lana Kasyan Anna Konareva Glenn Scott Warren Crabtree Joanne Burmeister Daphne White Steven Shingler Melitioni Moala Marshall Hyland Yvette Robinson Miliana Puamau Ricky Baranggot Daryl Garpia Rommel Fortaleza Jane Deiparine Ngareta Ritete Aiga Cleverly Virisila Taito Shoran Lata Richard Hawkes Lynda Fleury Vickey Johnston Natalie Smith Joe Daly Catherine Green Fiona Khao Rosemarie Walls
Vinh Pham Joseph Musgrove Anuradha Brachio Nei Taremon Ricky Hu Whitney Webb Carolyn Kresevic Donna Howard Amanda-Jane Grilanc Vanessa Philipp Colleen Hunter Michelle Cross Nicole Shuter Debbie Smith Bernard Wong Deborah Taylor Timothy Tait Barbara Derrick Shirley Mong Katrina Miller Shelley Goodman Susan Perry Stacey Wills Saman Munshizada Leonie Gromek Maria Giles Alison Dellar Jessie Mignacca Carly Davies Theresa Walton Jennifer Swift Dianne De Beer Vanessa Evans Elisa Dal’bo Graham Scott Rochelle (Sally) Green Ra Waaka Serina Ratupeliloa Rosemary Khan Tom Russell Stanley Pena Tauilo Nwafor Miimetua Togo
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Bringing your whole self to Bupa
Sustainability comes naturally
Bupa Awards 2018
The 110km walking meeting
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Please note that images of deceased Indigenous people may be contained within this magazine
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Beating the back pain blues
Resist the unnecessary antibiotic ‘cure’
Comforting distractions
Bupa Week #caring
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Moving up, sideways and across
My Bupa Story
Meet Kate Dee
When stitches in time save much more than nine!
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Day in the Life of Hayley Nelson
Helping Bupa become ‘disability confident’
30 Bupa Bites
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Having been a driving force behind the creation of two support groups for LGTBI+ people, Lauren Birch herself draws strength and power from those closest to her, including daughter Ruby-Rae
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diversity The official launch of the Pride Champions Network was considered a major milestone for Bupa’s overall Inclusion Strategy
Bringing your whole self to Bupa Bupa’s Pride Champion Network was officially launched in May 2018, and this group of proud and passionate team members is determined to ensure LGTBI+ people can be their most authentic selves when working at, or dealing with, Bupa. Large movements start with a number of smaller, interconnected moments and events that gather momentum, pick up further supporters along the way and then turn into something quite powerful. The creation of Bupa’s Pride Champion network is no exception. Back in September 2016, Lauren Birch, Sales and Service Consultant in Mount Gambier, decided to create an LGTBI+ Support Page on Bupa’s Workplace. Lauren has broad experience in supporting LGTBI+ people, having established a community support group herself in Mount Gambier prior to joining Bupa. “It’s something I’m extremely
passionate about, and after creating a Workplace page dedicated to LGTBI people at Bupa, I got very excited about being involved more broadly,” says Lauren. “So when I found out there wasn’t an active support group, I reached out and offered to help.” Globally, supporting diversity and inclusion had became a major focus of Bupa, and sensing an emerging groundswell of something special locally, Bupa’s Head of Inclusion, Carol Corzo, heeded the call and helped put in place structures to give this new movement some shape. “Back in April last year, we had some initial meetings and workshops with Bupa people who had expressed an interest in helping to support the LGTBI community,” explains Carol. “The two main outtakes from those sessions were that mental health and wellbeing support should be a key focus of anything we do and that we need to be more strategic in how we go about supporting the LGTBI community.” From there, it was decided to host an event recognising IDAHOBIT, the International Day Against Homophobia, Biphobia and Transphobia. In what turned out to be somewhat
of a coincidence in timing, but a hugely galvanizing event for this burgeoning group, the Australian Marriage Law Postal Survey commenced in September 2017. “I don’t think any of us expected the divisive nature of the conversations at the time, and to be so shaken by reports in the media around the Postal Survey,” says Sarah Cox, Capability and Rewards Manager for Customer Growth. “To see the effect this had on people, and the hurt they were feeling, made me even more determined to help.”
“ Ultimately, we’d love to help create an organisation in Bupa that proudly and properly represents and supports the diverse communities we serve.” For Adam Watson, Experience Delivery Lead, Customer Growth, the creation of Rainbow Rooms around the country as a supportive space for team members to hear the results of the Postal Survey has been a highlight of his involvement in the support group so far. “In setting up the Rainbow Room, we wanted to ensure there was a safe
and inclusive space where people could be supported no matter what the outcome of the vote,” says Adam. “We had a phenomenal turn out on the day and the energy that came from the people in the room was overwhelming, and it was such a privilege to help establish that safe space for our team members.” Creating safe environments is critical, considering broader research has demonstrated that a disproportionate number of LGTBI+ people experience poorer mental health outcomes than their peers. “It’s very important to have a safe workplace and one where people look out for each other and there is absolutely no place for discrimination at Bupa,” says Richard Bowden, CEO Australia and New Zealand. So when the Pride Champion Network formally started in late 2017, Lauren Birch decided she’d proudly wear her Pride Champion badge in the Mount Gambier retail store, where it has attracted attention from Bupa customers. “One lady asked me what the badge was about, and after I explained it all, she said ‘oh wow, that is awesome, as I have a family member in that community and it’s so comforting to know they’ll feel safe expressing themselves here,” beat | 5
The making of... To create the cover shot, a Melbourne laneway provided the perfect backdrop for Pride Champions, Jodene Peters, Chris Wilson and Ryan Biggs. Here are some of the cover options, and some behind-the-scenes snaps.
Winter2018
Connecting our people across Australia and New Zealand
Proud to wear his Pride Champion badge even away from work, Adam Watson (right) is seen here with fiancé Tim Hoddy, who is a Contact Centre Consultant, Customer Service
says Lauren. “This had made me so proud of, and made me love working for, a company that is so accepting of everyone’s personal lives.” Dayo Kistnen, Acting Clinical Care Manager at Bupa Traralgon, similarly knows what it’s like to try and establish a support group for LGTBI+ members, albeit in a very unsupportive environment at the time. “I’m originally from Mauritius, which unfortunately is one of the 35 Commonwealth nations where homosexual activity is a criminal offence,” explains Dayo. “When I started studying at the University of Mauritius, I tried to start the first LGTBI uni club and it was called the Rainbow Club, but unfortunately the application was delayed until I finished university and the club never got registered.” In 2012, Dayo moved permanently to Australia in hope of a better life, and gained a number of nursing qualifications, including a Bachelor of Nursing and will soon graduate with a Master of Clinical Nursing. Now at Bupa Traralgon, Dayo is an active participant in the Champions Network. “Being a Pride Champion is 6 | beat
an amazing opportunity to be able to contribute to my community and provide support where needed,” says Dayo. “I think it’s important for all our people to feel included and know that they belong to the Bupa family because I believe it’s our difference that makes us stronger.” For Kate Dee, People Director Australia and New Zealand, the creation of the Pride Champion Network “is a huge milestone in Bupa’s inclusion strategy”. “Being part of a movement, where people genuinely feel they can be their whole selves at Bupa, freely expressing who they are, and not having to edit key elements of their life, is something I am incredibly proud of, and passionate about,” says Kate. After helping to harness and focus the enthusiasm of the initial Pride Champions, Carol Corzo has a very simple vision for the network. “Ultimately, we’d love to help create an organisation in Bupa that proudly and properly represents and supports the diverse communities we serve.”
sustainability
Sustainability comes naturally
“ ...our clients now get out there to firstly dig up all the compost from the worm farm into bags, put that onto the gardens and then do the planting.” At Bupa Rehabilitation Hastings in New Zealand, clients are helped to regain the skills required to live successfully back at home and in the community, typically after an accident or illness. Gardening forms an important part of the daily routine, and at Bupa Rehabilitation Hastings, they have decided to take it up a notch. After realising that the flat, ground-level beds weren’t suitable for many of the clients who would have to lean over to garden, Rehabilitation Coach Assistant, Sharron Sinton (left) jumped into action. “We’ve created our own raised vegetable gardens as well as a worm farm to compost food peelings and create fertiliser,” explains Sharon. “Since we raised the gardens, our clients now get out there to dig up all the compost from the worm farm into bags, put that onto the gardens and then do the planting.” When one of Sharon’s clients couldn’t recognise the various plantings in the gardens, she had
another idea for improvement. “One client went to pick coriander, but didn’t know what it looked like, so we are now looking at labeling all the vegetables and herbs we grow to make them very easy to recognise.” With a background in education, and having spent time establishing gardens at schools to connect children with nature, Sharon is also highlighting how herbs and vegetables are important to identity and culture. “We now have a chart in the kitchens of foods our clients like and don’t like to eat and we are also planting for the different cultures represented within our team and client base to use as produce in the kitchens,” says Sharon. And not just content to create sustainability in the gardens, Sharon extends this principle to other areas of Bupa Rehabilitation Hastings. “I often find myself going through all the bins and putting the recycling into its proper place,” laughs Sharon.
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Bupa Awards 2018 This year’s Bupa Awards started with a stroll along the red carpet on the waterfront of Melbourne’s famous Albert Park, followed by a spectacular awards night. Showcasing the breadth and diversity of our business, our exceptional nominees were rightly honoured for their positive contribution to Bupa’s purpose and strategy.
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Tino Nguyen and Jason McGregor
Pagona Soderholm and Tania Chirkoff
Moana Weir and Kate Dee
Kerry Williams, Jan Adams and Doris Khor
Christa Welch and Trish Bennetts
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Sylvanna Spagnuolo, Hatem Abouelenein, Sueann Plumridge and Natalie Dreier
Moana Weir, Kate Carpenter and Michelle Fittler
Angela Logan and Sara Potts
Jack Liu
Back: Nikki Aland, Jane Power, Simon Gaymer, Thomasine Warmington Front: Stacey Beckers and Scott Georgeson
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health & wellbeing
Many people embrace the value of walking meetings, not only to keep active and mobile, but to also help stimulate creative thinking. But the global Bupa Executive Team (the BET, comprising the four Market Unit CEOs and Functional Directors) took the notion one step further when they decided to hold their March meeting walking 110km of the Camino de Santiago over five days!
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A network of ‘pilgrim’s ways’, the Camino de Santiago has led Christians and others to the reputed remains of Saint James since their ‘discovery’ in 812AD at Santiago de Compostela
Richard Bowden, CEO Bupa A&NZ (seen right) asked himself ‘How hard could 25km a day be?’ After five days in rain, sleet and snow, Richard had his answer!
Get walking to stay healthier and live longer Walking regularly may be one of the best activities you can do for your health – 15 minutes of brisk walking a day may even help extend your life by up to three years. But that is not the only benefit, so like Richard, get some comfortable shoes on and get walking!
10 benefits of a good walk
The Camino de Santiago (or ‘The Way of St James’) has been a major Christian pilgrimage since the Middle Ages and ends where, legend has it, the remains of St James are buried in the city of Santiago de Compostela. As a member of the BET, Richard Bowden, CEO Australia and New Zealand, was provided with a full fitness briefing prior to undertaking the walk. “We were given a comprehensive training plan and packing guidelines, suggesting that we expect a ‘fair bit of rain’ but that it ‘shouldn’t be cold,” explains Richard. “I’m not sure what the others did with the training plan, and I’m still not certain what happened to mine, but I asked myself, ‘how hard can 25 kilometres-a-day be?’” Richard ignored his wife Sue’s advice to undertake the training (“You’re not as young as you once were,” Sue reminded Richard!), and channelling previous physical adventures such as the Kokoda Trail, the Oxfam walk and some half marathons, Richard set off on Day 1 of
the meeting with his natural fitness to push him through the fog, rain, sleet, wind and snow encountered in the first four hours alone! “After we finished the first day, we had a late lunch, got changed and proceeded to meet for three hours on strategy……sounds like fun, right?” laughs Richard. After five days walking, in more sleet and snow, the team arrived at Santiago de Compostela…in the rain! “Overall, it was a great thing to do, and we had plenty of in depth talks that would really be impossible to do in our dayto-day work lives,” explains Richard. “My training was, frankly, non-existent. I finished in OK condition, but hopping straight on a 24-hr flight was probably not the best. A few days after I got back, I snuck off to the doctors because I couldn’t understand why my left shin was so sore. Apparently, tendons could be enlarged if you have a sudden change in activity… like long walks.” And the doctor’s advice to Richard, similar to Sue’s, was to have a training plan and build up slowly!
1. Build energy and endurance Brisk walking can boost your heart and lung capacity, increasing the amount of oxygenrich blood going to your muscles. Over time, this can help you build endurance. 2. Lower your risk of diabetes Regular walking can help keep your blood sugar levels within a healthy range and, in turn, reduce your chances of getting diabetes. 3. Feel better Research shows that people who exercise regularly have fewer symptoms of depression and anxiety. 4. Look after your heart Walking regularly can help lower your blood pressure and levels of ‘bad’ (LDL) cholesterol, improving your heart health. 5. Stay in shape A brisk 30-minute walk can burn more than 500 extra kilojoules, helping you to feel good and manage your weight.
6. Reduce your cancer risk According to the Cancer Council, 60 minutes each day of moderateintensity physical activity, including walking, can reduce your risk of bowel and post-menopausal breast cancers. 7. Build strong bones, joints and muscles Walking helps keep your bones strong to protect against osteoporosis — which affects both men and women. And stronger muscles can also better support joints, often easing the symptoms of arthritis. 8. Prevent dementia According to studies, regular exercise may help protect against dementia by improving blood flow to the brain. 9. Invest in your health Thirty minutes or more of walking on most days of the week (adding around 3,000 to 4,000 steps to your day) can help lower the risk of heart disease, diabetes and bowel cancer. 10. It’s easy Walking is a gentle, low-impact exercise that comes naturally to your body. It’s simple and can ease you into a higher level of fitness and health. Research suggests that even a little success with walking goals may increase your confidence in future exercise participation. beat | 11
health & wellbeing
If you’re one of the 8 in 10 Australians who have experienced back pain, you may already know the debilitating effect it can have on your life. Back pain is a global health problem and is now the number one cause of disability worldwide, more than bowel, lung and breast cancer combined. While treatment options vary greatly, there are some simple self-care and workplace steps you can take to help manage, and avoid, back pain.
Beating the back pain blues Maintain a healthy weight Good diet and regular exercise can help you maintain a healthy weight, as being overweight puts more strain on your spine and back. Consider organising walking lunch breaks and meetings or group exercise with your team members. Keep your feet happy Wear supportive shoes whenever possible – ideally flat footwear with cushioned soles - to provide a comfortable ‘foundation’ for improved posture. Sit properly and keep moving If you have to sit at a desk for long periods, break up the time with stretches, or consider using a stand-up desk, if one is available. Adjust your chair to your body size, with the backrest supporting your lower back and the height positioned so your feet rest comfortably on the floor with your ankles and knees at right angles.
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Lift with your legs If you have to lift something, make sure you lift it with your legs, not your back. Separate your feet, shoulderwidth apart, to give you a solid base of support. Bend your knees until you are in a squatting position and then straighten at the knees. Don’t bend at the waist. Get a good night’s sleep Choose a firm, supportive mattress, without any ‘valleys’, and if you sleep on your back, placing a pillow under your knees helps ease the pressure on your spine. If pain persists… Back pain can be acute (short term), which is most often caused by strain and resolves itself within three days to six weeks. Back pain is considered chronic (long term) when the pain continues for more than three months. If you have experienced pain for more than a few weeks, it’s a good idea to visit your doctor to determine if there is an underlying health condition causing your pain.
ask the doc
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 GP. Each Beat edition, Tim answers a question about looking after yourself and others. Email Tim with your question at askthedoc@bupa.com.au
Resist the unnecessary antibiotic ‘cure’ Tim Ross talks about the dangers of antibiotics overuse. There are good bugs, bad bugs and the evolution of superbugs which in some cases are impossible to beat.
When I’m sick and go to the doctor, I usually expect to be prescribed antibiotics so that modern medicine can help make me better. Why then, would a doctor typically not prescribe antibiotics, when surely they could help? People developing a resistance to antibiotics is one of the biggest threats facing modern medicine today. Typically, when someone overuses, or misuses, antibiotics, bacteria can develop the ability to defeat the very drugs designed to kill them. When this happens, antibiotics cannot fight the bacteria and it starts to multiply, and in some extreme instances, superbugs are created that are impossible to treat. A good concept to understand is that bacteria is normal and an essential part of life. There are good bugs, such as the microbes in our gut, which play an important role in helping us stay healthy. Also, our immune system has been very well built to protect us from bad bugs. Generally,
we should leave our immune system to do most of the work, rather than creating overly sterile environments by using antibacterial wipes, for example. This can wipe out good bugs, allowing the bad ones to flourish. Antibiotics should only be prescribed for very specific reasons. They can only treat bacteria – antibiotics cannot get rid of viruses like the common cold. The good news is that there are evidence-based guidelines for doctors to follow to help determine when they’re appropriate. Don’t expect that just because you’ve had a cough for two days that you need to leave the doctor’s office with a prescription for antibiotics! And if
you do need a prescription, it’s not always for the strongest antibiotics, because using a stronger dose than required can train the bad bugs to become even more resistant. Antibiotics should only be used when they are absolutely necessary and under the advice of your doctor. Don’t be tempted to self-diagnose and take the remaining few tablets of an old pack for something similar. Remember, good bugs should be embraced and our immune system has been well designed to handle bad bugs most of the time. Only expect to be prescribed antibiotics for very specific reasons and don’t always expect them from your doctor. beat | 13
Lollipops, smiley face stamps, bubbles and Disney movies may sound like the recipe for a perfect children’s party, but at Bupa Medical Visa Services it’s all in a day’s work helping young customers through what can be potentially intimidating procedures.
Comforting distractions
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customers
Helping families navigate through the Visa Medical Assessment process has been a core focus of Bupa Medical Visa Services (BMVS) since it started in 2014. But around twelve months later, when the Australian Government changed the testing requirements for certain children to include taking blood samples, it was time for a little more ‘upskilling’. “Young customers can find the whole experience of having blood taken quite scary and challenging,” explains Kerrilyn Stratford, National Operations Manager, Bupa Medical Visa Services. “Our aim has been to create an overall experience that’s as child friendly as we can make it, to allow children and their parents to relax and be at ease.” After months of planning and preparation for the upcoming new testing procedures, Kerrilyn and her team asked themselves ‘what more could they do’? “We decided to go to the experts and engaged with The Royal Children’s Hospital in Melbourne to see if there were further actions we could be considering to help children,” says Kerrilyn. Associate Professor Vera Ignjatovic is the Co-Group Leader of Haematology at Murdoch Children’s Research Institute, based at The Royal Children’s Hospital. “It’s important that children know exactly what’s happening, and are told the truth about having blood being taken from them,” says Vera. “Parents also have a very important role to play during any procedure, and we encourage them to hold their child in a safe manner and bring along items such as a favourite teddy or comforter
that may also help calm their child.” Vera also explains that it’s important for children to be warm and wellhydrated leading up to the procedure and that an incentive afterwards, such as going out for a treat, can help make any discomfort worth enduring. “It’s sometimes said that you see pain rather than feel it, so having a book or some other visual distraction for your child may also help lessen the impact of the procedure.” And that’s where the team from BMVS is really excelling – in finding new ways to keep children’s minds off what’s happening during the procedures. “When a family books in for an assessment, it can take between 30 to 45 minutes, so we ensure there are plenty of pencils and packets of crayons at reception to encourage children to draw, which we find is a quiet, calming activity for them,” explains Kerrilyn. “We started laminating the children’s drawings and placing them throughout the centre, and on one occasion, we laminated the drawing straight away, which was then placed in the physician’s room who was attending to that family, which caused much excitement!” Not content with just smiles as positive feedback, the team at BMVS is also actively surveying customers to help ensure every child’s experience is as positive as possible. “We have placed some very specific questions about children on our customer surveys and, positively, have an average of nine on our Net Promoter Score result, with more than 50% of people rating the experience with their child as a 10 out of 10,” says Kerrilyn.
Because children aren’t just ‘little adults’ Associate Professor Vera Ignjatovic and her team at the Murdoch Children’s Research Institute have spent the last three years collecting more than 3,000 blood samples from healthy babies and children up to 18 years of age to create global normative standards for the blood testing of children. “Because blood clotting in children is very different to adults, it’s important not to compare blood test results from children with those of adults, as this can result in a misdiagnosis of individuals,” explains Vera. “We are fortunate in Australia that many parents are happy to have blood taken from their babies for this research, which is not really the case in Europe or the United States. This allows our research team to then create standards around healthy children’s blood to help in the diagnosis of potential disorders in other children.”
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#caring
Bupa Week 2018 Every year, our global business celebrates Bupa Week. It’s an opportunity to unite across all our Market Units, cultures and borders, and celebrate why we love working here.
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people
Moving up, sideways and across Whether it’s a move from the Contact Centre to Marketing, a retail store to Recruitment, or dietetics to innovation, where you start at Bupa can be very different to where you might find yourself a few years later. Three team members share their evolutionary journeys through Bupa and what motivated them to change tack.
Jenny Yuen
“When you first join Bupa, all that we ask of people is that they commit to 12 months in the role they were recruited for,” explains Bupa Talent Consultant, Lauren Collins (above). “After those first 12 months, any of the internal vacancies are available to people who may be considering moving in a different direction at Bupa.”
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Once Jenny Yuen had completed her studies in Queensland, she decided to move down to Melbourne to experience its cosmopolitan lifestyle and applied for few different jobs in areas such as administration and payroll. But when Jenny received two separate job offers, including one from Bupa as a Customer Service Consultant in the Contact Centre, it was the strength of the Bupa brand that swayed her thinking. “Bupa just seemed right for me and I had a gut feeling that I should take the Customer Service role,” Jenny says. She started as a Customer Service Agent, handling some of the easierto-answer customer queries. Then Jenny undertook further training and started dealing with more complex issues such as hospital claims. “Health Insurance and customer service were a totally new world for me, and a bit of a case of information overload. But all the training certainly helped.” Not one to rely on a single qualification and workplace training
alone, Jenny enrolled in a full-time Marketing and Graphic Design course while continuing to work part-time at Bupa. Doing that course helped spark her interest in social media marketing. “I started looking at what Bupa was doing in social media marketing and realised I’d love to work in that area,” she explains. Cold emailing a few members of the team and expressing an interest to find out more, Jenny secured a number of coffee catch-ups. “Everyone was so accommodating,” she says. “After meeting some of the team, I ‘reverse engineered’ in my mind the skills I thought might be needed.” Another important part of Jenny’s journey was to have open and honest conversations with her manager, who was more than happy to help out. “My manager got me onto a social media project to help give me further exposure to that team,” says Jenny. Then came a classic case of being in the right place at the right time. Jenny secured a maternity-leave placement in late 2015, and when a
restructure of the Content and Social Media Marketing team in October 2017 created a new role, she had the skills and experience to secure it. Looking back on that journey, Jenny says “Bupa really is an amazing place to work, and if you have a clear idea of where you want to go, you can make it happen.”
Jenny’s top tips for career movement 1 Have a clear idea of your goal. 2 Talk with your manager – this is critical. Don’t be secretive or embarrassed about your ambitions. 3 Be proactive and set up one-onone meetings with people who might be able to help. 4 Get involved and put your hand up for extra projects. 5 Be patient… it will take time.
Emma Thompson
Gemma Cosgriff
With a background in recruitment, Emma Thompson decided to have a career change in 2015 and joined the Customer Services Growth team at Bupa’s retail store in Adelaide. “I really love dealing with the public,” she says, “and when Bupa opened a retail store in my own suburb, I thought I needed to give it a go. It was a big challenge getting my head around all the different health insurance plans and policies, but I really liked the industry. And because I knew a lot of the businesses and people in my home suburb, I found I was helping as much as selling.” Emma started as the Assistant Store Leader and then moved to a bigger retail store in Adelaide within two years, but as she puts it: “Once a recruiter, always a recruiter.” Emma kept an eye on the internal job alerts at Bupa and started taking an interest in some of the people-focused roles. “I missed the recruitment side
When you look at Gemma Cosgriff’s role as Innovation Lead, with a Masters of Entrepreneurship and Innovation under her belt, it’s hard to believe Gemma began her Bupa career as a dietitian! “I always knew that whatever I did in my career would be related to health and wellbeing, but it’s taken me a long time to work out exactly what that might be,” Gemma laughs. As an Accredited Practising Dietitian, Gemma’s first taste for business strategy was as a sole trader running her own business offering dietary advice at a gym and through local GPs. “I loved setting up the business and doing the marketing, engaging with customers and GPs,” she says. “But it did become too much while trying to continue it on the side of my new role as Customer Coach at Bupa, so I decided to dedicate my focus to Bupa and The COACH program.” After Gemma had been in the coaching program for 18 months,
of business,” she explains, “but realised there weren’t too many opportunities in that area available in Adelaide.” So when a Resourcing Partner position in the People Team that could be handled from Melbourne, Sydney or Brisbane was posted, Emma sensed it was time for a ‘sea change’. “I’d previously lived on the Gold Coast, so I thought I could return there and ideally take on this position based in Brisbane.” Having applied and got the job, Emma is delighted that the opportunity to return to an area she loves was available at Bupa. “It feels like it was really meant to be for me to work at Bupa. I’m extremely grateful that I can now combine my passion for recruitment with training as well.” Emma’s tip for anyone looking to move into a different role is to network and reach out to as many people as you can, because you never know where or when the next opportunity might arise.
her Team Manager went on maternity leave and Gemma was appointed to handle that position. “I realised how much I enjoyed the shift from helping customers directly to helping our own team members, and that I wanted to get more involved in the overall business and strategy side.” From there, Gemma moved through a handful of different strategy positions before becoming the Innovation Lead in Health Insurance and working across the Market Unit. “Over my career, I’ve had to step back and work out what I’m really passionate about,” she explains. “It’s been a journey of self-discovery, but what’s also been so important are the relationships I’ve built with different teams, managers and individuals across the business to have those open and honest conversations about how I can best contribute. And this is why I love working at Bupa and why I’m here nine years on.” beat | 19
people
Whether modeling the latest corporate fashions in the 1980s, or dealing with customers in the stores, Betty can’t see herself working anywhere else but Bupa (and its predecessors!)
My Bupa story On Monday the 25th of September 1978, two new employees, Betty Todoroska and Judy Parsons, started working for MBF as Claims Assessors at the then head office in George Street, Sydney. While both team members started their careers as assessors, it was the appeal of dealing directly with customers in the retail stores that has kept them at Bupa to this very day.
Betty’s top tips for dealing with customers 1 Treat everyone equally, no matter who they are or where they’ve come from 2 Let customers know you’re ‘on their side’ and are truly there to help 3 Be happy and have a big smile on your face, it’s infectious, no matter how grumpy the customer is!
Betty Todoroska Betty Todoroska has a very good reason for remembering the date when she first joined Bupa as a Claims Assessor with MBF. “I’d just got married two weeks before I started work for the very first time at MBF,” says Betty. “I also had another job offer on the table to choose from, but I decided to join MBF because I’d heard more about them and thought there might be a better future for me there,” laughs Betty, nearly 40 years on! For seven years, Betty worked as a Claims Assessor in the George Street head office, and like Judy, wrote everything up by hand. “Of course, there were no computers back then and all the claims were handwritten in pen on paper after 20 | beat
we’d manually looked through hundreds of codes in the Medicare schedule to make sure everything was correct.” Betty also paints a fairly manual picture of how claims were physically processed back in the ‘80s. “Customers would come into the ground floor store in George Street and their claim would then be sent up to us on the next level via a conveyor belt located inside a chute. We’d work it all out, and then send it back down on the conveyor belt,” explains Betty. “But it wasn’t unusual for the claim to get stuck in the chute so we all had to then work out how to retrieve it,” laughs Betty. “Many years later, when the chute and conveyor belt were dismantled
we found quite a few old claims still stuck in there.” It was when Betty’s three daughters started attending school that she was keen to reduce her hours, but still stay with MBF. “Back then, the only part time positions available were in the retail stores, so I jumped at that opportunity to join one and found that dealing directly with customers really suited my personality.”
“I’m really proud to say I’ve worked for one company all my life.” Now a Sales and Service Consultant at the King Street store in Sydney, Betty can’t see herself working anywhere else. “I’m really proud to
say I’ve worked for one company all my life,” says Betty. “I love dealing with the customers and helping them out, and we have a great team here so it doesn’t really feel like coming into work at all.” While technology has changed many of the processes at Bupa, and made the pace of doing business much faster, the one constant for Betty since 1978 has been the great people she works with. “Bupa really is a fantastic organisation and the people we work with are always there to support us. It feels like you’re learning something new everyday,” says Betty. And seeing that’s nearly 10,000 workdays since Betty first started, that’s a lot of continuous learning!
Judy Parson’s photo board contains snapshots of the many friends and colleagues she’s worked with since starting in 1978.
Judy Parsons wing it and hope for the best.” After You might say it was Judy Parsons’s what must have been a successful destiny to work at Bupa, with her interview, Judy received a phone call sharp eye for numbers and a history shortly after asking if she could start with the brand going right back to on the very next Monday. childhood. “When I was a young girl, “Within my first six months at MBF, if my mum needed to make a health I started relieving some of the insurance claim, she used to takearchitects: us to Miranda shopping centre, Sydney, Tomkins, Shaw & in Evans (12) [picture] / retail stores and I ended up working visit ‘Aunty’ Betty at the MBF store in alongside ‘Aunty’ Betty at Caringbah,” Caringbah and it really was a big day says Judy. “And even though she wasn’t out,” laughs Judy. (‘Aunt’ Betty not to be my real Aunty, she definitely showed confused with Betty Todoroska!) me some favoritism, having known me Later, it was while the then for so many years.” 19-year-old Judy was working at It was while relieving at the Miranda the Australian Taxation Office, that store in suburban Sydney in 1979 she saw a job advertisement in the that Judy thought she might have Sydney Morning Herald and applied found her new home. “I was living in for a position as a Claims Assessor at Caringbah at the time, which wasn’t MBF. “When I went for my interview, far from the MBF store in Miranda, and I’d forgotten to bring the documents I got on so well with all the team, that they were expecting, such as my they asked for me to be transferred school certificates and references,” permanently to that location.” The laughs Judy. “I really just had to
store itself was relocated five times within the Miranda area, with one of Judy’s favorite working spaces being out the back of the old Grace Brothers department store. “We were right next to the ladies’ shoe department and as soon as a snap shoe sale was announced over the PA system, we were the first to pounce on the bargains,” laughs Judy. “And of course, we all ended up with far more shoes than we needed.”
“ We were right next to the ladies’ shoe department and as soon as a snap shoe sale was announced over the PA system, we were the first to pounce on the bargains.”
It was while relieving at MBF’s Miranda store in the 1970s, that Judy Parsons thought she’d found her new permanent home. Wolfgang Sievers, National Library of Australia
But Judy’s sharp eye for numbers wasn’t just used for working out the total discounts on fashion shoes. “As the assessors, we would be out the back and hand write up all the claims in purple pen and then work out the total figures in our head,” explains Judy. “We didn’t bother with calculators, as they were far too slow, and it was much quicker to work it out as we went.” The claims would then be sent out the front, and ‘rung up’ on the cash register. If the figures didn’t add up properly, the forms would
be sent straight back to the assessor to redo. “I’m proud to say, not too many came back to me as incorrect,” laughs Judy. Nearly 40 years later, having been Team Leader, Senior Sales and Service Consultant and then back to Sales and Service Consultant at the Miranda store, now located at Westfield Shopping Centre, Judy still loves dealing with customers. “They’re really like an extended family to me,” Judy says. “I used to see their little kids come into the store, who then grew up to become my customers as adults, and now, they have little children of their own who come in to visit. I know so much about their family history, and feel proud that over many years, I am trusted with their Health Insurance enquiries and my advice.” Judy has seen many changes since 1978, the biggest in her view being the introduction of Medicare in 1984 that saw several roles lost at MBF, and she has some wise words of advice for those just starting out at Bupa. “Love what you do, keep learning and furthering your knowledge, take advantage of all the great training opportunities that are available to you at Bupa, and be positive”. beat | 21
Meet Kate Dee Growing up in rural New Zealand in a family environment that encouraged continuous learning, and a broad view of life, our new People Director, Kate Dee, has found in Bupa an organisation whose purpose she’s totally aligned with, and a role where she hopes to fulfil her life’s ambition.
Kate Dee | CV Snapshot People Director Bupa Australia & New Zealand since April General Manager, Talent, Leadership and Culture National Australia Bank, Melbourne 2015-18 Executive Director, Global Organisational Development Time Warner, London 2008-14 Head of Organisational Development IPC Media, London 2004-07 Fellow of the Chartered Institute of Personnel and Development (FCIPD) and Fellow of Australian Human Resources Institute (FAHRI) Bachelor of Arts (German) and Bachelor of Science (Psychology) Victoria University, Wellington
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meet Kate Dee
Baking up a storm Growing up in a family with seven mouths to feed, including my four older brothers, cooking at home was very functional for my mother and nothing special! But I love baking now with my own daughters, and our weekend favourites to create include cheese and chive scones and savoury muffins.
Can’t start the morning without A cuddle from my three girls, which can be as early as 5.30am, and also serves as my early morning wake up call. My eldest two, Ella who is eight and Scarlett who’s six, are very early risers, unlike two-year old Poppy who I often have to wake up in the morning. Then it’s straight into our very structured routine of breakfast, packing lunches, getting the right uniforms on the two oldest girls – helped by the weekly matrix on the fridge telling us what activities are on each day – and then finally a tea party with Poppy before heading off to work.
Why Bupa? I had reached a stage in my career, where I was looking to be with an organisation whose purpose I was completely aligned with, and as my mother was a nurse, my brother is a doctor and having originally wanted to study pediatrics myself, you could say healthcare is in the blood!
Learnings from the world of financial services I like to say that I’m the least ‘banking’ type of person to have ever worked in banking, but the gift it has given me is a clear understanding of the importance of risk, especially in an industry that was being challenged by poor culture and poor behaviour at the time. It really showed me how everything starts with having the right culture in place, and without that, your entire organisation can be at risk.
Secret passion I absolutely love magazines, and having worked at Time Warner for a number of years in London, I can still feel the different culture of each publication’s workplace coming through in the articles. My favorite magazines are InStyle and Marie Claire, which my father liked to call ‘chewing gum for the mind’, but I also have a soft spot for Wallpaper, a beautiful magazine Time Warner bought in the late 90s.
Role of the People Director We always need to make sure we’re putting the ‘human’ into Human Resources, continually helping to set the tone for the organisation and striving to ensure our people genuinely love what they do and love working at Bupa.
Finger on the pulse I have a passion for keeping up to date with what’s going on in the world, and could literally lose myself for hours on my favourite app, BBC News. Even in my busy schedule, I’ll still check the news at least six times a day on the app.
Keeping fit and healthy My three children really are the source of all my mental and physical well being, but I do also try and go for a run twice a week, where I routinely follow the same path and always listen to 1980s music to help me along. And when Cyndi Lauper’s ‘Girls just want to have fun’ comes on, I might run just that little bit faster.
Inspirational learning environment My father was a history and geography teacher and a school principal, and instilled in me a love of learning early on in my life. It was always a non-negotiable in our house that we would learn a language, so I started learning French at school and then ended up completing a major in German at university. My mother would often say that learning another language helps you truly understand your own language. It was also an unwritten rule in our house that once you completed university, it was off to London to see the world, which is exactly what I did. I loved our time living there so much that Poppy, my only daughter who wasn’t born in the UK, we named Poppy London.
People person Fundamentally, I’m interested in people and what makes others tick, and that is one of the reasons I studied psychology at university. I think it’s my life’s work to be part of an organisation where people feel genuinely fulfilled by their roles and can also be present for their life outside of work, and that’s why I’m now at Bupa. My father used to share a saying from a famous historian ‘that to truly understand a person, you need to know their memories, the same is true of a nation’ and I think that’s also true of organisations. Coming into Bupa, I want to really get to know the business and our people, and also build on the great legacy that’s been created. If I wasn’t Bupa’s People Director, I’d be… Most definitely a morning show television host on a commercial network, perhaps the one that comes on after the breakfast show so I don’t have to get up too early! I’m truly a frustrated television journalist at heart.
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customers
When stitches in time save much more than nine! Armed with knitting needles and rooms full of yarn, residents at Bupa Care Homes in New Zealand and Australia are not only enjoying making woollen items as a meaningful hobby in itself, but they are also helping those less fortunate in the community with their beautiful output.
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The ‘Peggy Purl’ knitting group meets monthly at Bupa Glenburn to make items for the less fortunate members of the local community
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With each knitted teddy taking three days to complete, Billie James from Pottsville proudly shows off the 20 she made for the Tweed Hospital
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Handmade with love, these knitted items mean the world to people seeking refuge from domestic violence through the New Zealand charity Shine
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“Supporting our residents in aged care to engage in meaningful activities, such as knitting, helps them maintain an active body and mind with many potential benefits,” explains Esperanza Arias Calli, Operations Manager – Business Improvement at Bupa Aged Care Australia. “As human beings, we want to experience meaning and purpose in our lives by doing things that are familiar, interesting and of our choice. Meaningful activities help us feel loved, included and useful.” And to say the output of some of Bupa’s Aged Care residents is useful, might just be a very big understatement! At Bupa Glenburn Retirement Village, the output of the monthly ‘Peggy Purl Group’, which includes knitted blankets, booties and scarves, is donated to local community groups, as well as the national domestic abuse charity, Shine New Zealand. “The people we help at Shine are victims of domestic violence and our range of services are all aimed at making them safe,” says Holly Carrington, Communications and Marketing Manager, Shine. “Often women are leaving an abusive partner, and fleeing with nothing. So when we can provide them with something like these blankets and adorable booties, that are not just practical, but also beautiful and handmade with love, it makes such a difference for these families.” Meeting over tea and biscuits each month, the Peggy Purl Group not only helps those in desperate need, but also
has positive benefits for the residents themselves. “Peggy Purl brings our residents together, and they are always so keen to get involved and turn up early,” explains Kristy Nichols, Village Assistant. “A lot of the residents haven’t picked up their knitting needles in 30 years, so it’s a great opportunity to be able to practise an old skill with the added bonus of being able to give back to the community.”
A warm heart helping cold hands
Bupa Pottsville Beach resident, Vilma ‘Billie’ James was inspired to start knitting beanies when her granddaughter was undergoing chemotherapy, hoping they would help keep her warm during winter. Realising that her efforts might then be able to help more people, Billie had a spark of inspiration. “I got the idea of doing beanies for the Tweed Hospital and in about two or three months, I had knitted about 100 beanies. I received two nice letters from them thanking me,” says Billie. Then, after a Tweed Hospital team member asked Billie whether she could crochet teddy bears, her attention shifted to the pediatric ward. “It had been a long time since I was a regular knitter of toys, because of the work involved, but I decided to do these bears anyway,” says Billie. Each bear takes up to three days to create with more than 350 rows of knitting, so when Billie ran out of wool on the way to her goal of 20 teddies, she decided to call out for reinforcements. “I put
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up a notice up asking if anyone could help and thanks to the kindness of staff, I was soon swamped with bags of bright coloured wool,” laughs Billie. “So I had to write another note saying ‘thank you, no more wool’.” Nikki Waters, Bupa Pottsville Beach Lifestyle Co-ordinator, says carers, staff and residents have loved following Billie’s progress and helping her reach her goals. “We are so proud of Billie and her achievements. She is a remarkable woman who deserves the recognition and praise for her all efforts,” Nikki says. That recognition extended to a segment on Seven News Gold Coast featuring Billie and her knitting earlier in the year.
When local North Island farmer, Mike, had heart surgery recently, and wasn’t able to work on his property near Dargaville, New Zealand, he was determined to keep busy in a way that would help others. Arriving at Bupa Kauri Coast, Mike asked if he could knit all the residents a pair of fingerless mittens, which he found very useful for keeping his own hands warm during winter. A few months later, Mike returned with a bag full of colourful mittens he’d knitted, donating both his time and the cost of wool, to help keep the residents warm. And it won’t be the last the residents at Bupa Kauri Coast will see of Mike, as he’s expressed an interest in visiting regularly along with his two Pomeranian dogs, Meka and Angel!
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day in the life
Day in the life Hayley Nelson Originally from Australia, 25-year-old Hayley Nelson couldn’t resist the lure of New Zealand’s snowfields, and now calls Queenstown home, working at Bupa Lake Wakatipu as a Registered Nurse. We join Hayley as she starts her week on the morning shift.
5.30am No soft music to wake Hayley up early for the morning shift – just the harsh tones of the alarm clock! First up, breakfast, including an obligatory hot chocolate every morning, before getting ready for the day. 6.25am Into the car for her short 15-minute commute and Hayley gets the energy levels up by listening to ‘The Hits FM’ each morning. Hayley’s mum was a nurse, who showed great passion for the job, so Hayley knew from her early days in high school that she would also join the nursing ranks. “It really was a no brainer,” laughs Hayley. 6.40am Arriving at the homely Bupa Lake Wakatipu, which has 35 beds across hospital, respite and care home services, and scenic views over the water, security is tight, so Hayley undergoes a fingerprint identity scan before signing in for the day.
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6.45am Heading into the nurses station for the handover with the night shift team, the first thing Hayley does is check the ‘Residents In/ Residents Out’ board. “Definitely the hardest part of being a nurse in aged care is people passing away who you have looked after for a very long time,” says Hayley. 7.00am The full contingent of the new shift arrive, and Hayley runs the briefing for the morning update outlining what’s happened overnight as well plans for the day ahead, including any new residents arriving, or people heading out for appointments. The morning shift is then split into three teams and Hayley collects her various spoons and cups all ready for the first medication round of the day. 7.15am “I’m very often the first person our residents see in the morning when I give them their medication, and most wake up in really happy, bright and positive moods,” explains Hayley.
8.30am Medications all supplied, and it’s time for Hayley’s regular duties for the morning, taking blood pressure readings from various residents as well as attending to those with catheters. “A resident once told me ‘everything will be ok in the end, and if it’s not okay, it is not the end’. I have fallen in love with this quote and think it’s very relevant to nursing.”
10.00am Morning break with her colleagues and it’s a cup of tea, a piece of fruit and a good chat about what’s happening after work finishes. For Hayley, if it’s winter, that normally means a quick trip to the snowfields that are only 20 minutes away, for a late afternoon snowboard.
“ I love working with older people and hearing about their lives, which are often so fascinating. It’s a real privilege to be able to help people who have given so much to our community and our country.”
10.30am Hayley continues on her morning duties, and it’s time to attend to residents that have wounds, cleaning and re-dressing them as appropriate. “I enjoy the job satisfaction of knowing that I make a difference to people’s lives each and every day,” says Hayley. 12.00noon Grabbing her spoons, cups and pillboxes again, it’s time for the pre-lunch medication rounds. “Working in a smaller Care Home, the residents become a huge part of your life and it really does feel like a family environment,” says Hayley. 1.00pm Lunchtime for Hayley, who confesses she is a very hungry person, and it’s normally leftovers from the night before such as roast vegetables. If the sun’s out, then Hayley’s outside as well to grab some fresh air while eating her lunch ‘al fresco’.
1.30pm Afternoons typically involve helping residents with everyday activities, such as taking someone to the bathroom, helping them write a letter or even dialing a phone number so they can talk with friends or relatives. The afternoon also allows for precious time to simply have a chat. “I love working with older people and hearing about their lives, which are often so fascinating,” explains Hayley. “It’s a real privilege to be able to help people who have given so much to our community and our country.” 2.45pm Handover with the afternoon shift, who have just arrived, bringing them up to speed on the day’s events and what to keep an eye on for the rest of the afternoon and early evening.
3.15pm Knock off time, and for Hayley, which means heading straight to the gym for a ‘F 45’ workout session, that combines 45 minutes of high intensity interval, circuit and functional training. This helps keep Hayley fit for snowboarding, which in winter, she might do upwards of five times a week, 5.00pm Hayley and her partner have only been in Queenstown for a year, but lead very social lives. This afternoon, it’s a quick hike in the nearby mountains with friends, before heading off to drinks, and then dinner at her favorite Italian restaurant. “I absolutely love Italian food,” confesses Hayley. 8.30pm After a quick bite, it’s back home for an early night as the morning shift awaits again, so Hayley winds down in bed with a cup of tea and watches an episode of ‘Law and Order; Special Victims Unit’ on TV, which, similarly to Italian food, she also loves! 9.15pm Lights out, set the alarm clock for 5.30am, and time for a well-earned rest (perhaps dreaming of a fresh fall of snow overnight!) before another very full day ahead. beat | 27
everyday hero
Helping Bupa become ‘disability confident’ Early in 2017, Bupa joined the Australian Network on Disability to help on the journey of becoming ‘disability confident’ across the business. Not only to ensure that services such as Bupa Therapy were best supporting the needs of people living with a disability, but to also help create a workplace that is inclusive for people with a diverse range of physical, cognitive and emotional needs. In partnership with the Australian Network on Disability, Bupa welcomed its first intake of four university student interns over the 2017 summer break, including Alysha Waye (pictured left and top right) who had just finished her studies for a Bachelor of Arts and Science at Monash University, Melbourne. “Focusing on health and wellbeing is a very important part of my life,” explains Alysha. “So when I found out about the internship at Bupa through the Australian Network on Disability, it was very appealing being able to join a company that similarly focuses on health and care.” Alysha was diagnosed with brain cancer in 2015, and as a result, lives with an acquired brain injury that affects movement on the left hand side of her body as well as being fatigued, at times, due to ongoing treatment. 28 | beat
“ When I was first diagnosed, I really didn’t know what I was going to do, but I was determined that I would still work one day to use the skills and knowledge gained during my studies...”
Attending the CareSuper 2018 International Women’s Day Event are from left: Giaan Rooney, Olympic Gold Medalist and Care Super Ambassador, Madeline Grummet, Co-Founder of girledworld, Alysha Waye and Carol Corzo, both representing Bupa
“When I was first diagnosed, I really didn’t know what I was going to do, but I was determined that I would still work one day to use the skills and knowledge gained during my studies,” explains Alysha. “I’d heard that some people with a similar diagnosis never worked again, but I was determined that wouldn’t be me.” For Alysha, not working was simply not an option she wanted to consider. “While not having to work may sound like freedom to some, what would you do everyday that had a sense of purpose and would fulfil you?” asks Alysha. “I think it’s vital that you find something you’re passionate about, and while money is important, it shouldn’t be the only motivating reason for turning up each day.” Alysha started her internship at Bupa in the Health Insurance People, Change and Engagement team in January 2018, but it wasn’t long before her skills were put to use helping to develop the foundations for an Access & Inclusion Action Plan and raise awareness about Inclusion with Bupa’s People Team. “Globally, Bupa has a major focus on diversity and inclusion, and locally, we are aiming to create respectful and consistent best practice and become disability confident,” explains Carol Corzo, Head of Inclusion at Bupa. “Alysha is a grounded and driven young professional with a compelling voice in Diversity & Inclusion and she is a change maker at Bupa. Her passion for making tangible differences for those living with disabilities, is further enabling us to create workplace cultures where our
The Australian Network on Disability, founded in 2000, was inspired by the experiences of brothers John and Steven Bennett, whose father was injured in an explosion while serving in the Air Force. John and Steven’s business was Benbro Electronics, which they started in 1985 and it went on to become a National Winner of the Prime Minister’s Employer of the Year Awards in 1998, for leadership in employment of people with disability.
people feel safe, included and valued for who they are.” In fact, Alysha has made such a mark during her placement that her internship was extended for a further three months to help support the Wellness Team on Workplace Health and Safety Issues, and she has also addressed a number of Diversity and Inclusion Panels with Bupa senior leaders. “I’m really loving what I’m doing at Bupa around diversity and inclusion. It’s not about the money or job security, but it’s about knowing that in a small way, I might be making a difference. And being part of such a diverse, inclusive and caring workplace makes me love coming in to work each day,” explains Alysha. Outside of work and study, Alysha is also a strong advocate for the Cure
Brain Cancer Foundation, and has raised close to $10,000 through a number of fundraising initiatives such as assembling a team of close to 200 people to compete in the annual Cure Brain Cancer Foundation walk. And Alysha’s advice for Bupa team members if they come across someone they think might have a disability? “The best thing to do is simply ask a question about their wellbeing,” explains Alysha. “Most people, like me, will be comfortable with their disability and be will able to talk about it. Try not to be insensitive, but ultimately it’s better to ask the question and be curious, than to shut that person out and not engage at all for fear of offending. At the end of the day, everyone deserves the same level of dignity at work and that’s all we’re aiming for.”
“We wanted to turn our father’s scars into stars and when we started Benbro Electronics we made sure there were jobs for people with disability,” explains Steven Bennet. After winning the National Award, the brothers met Suzanne Colbert, who was at the time the CEO of a disability employment service, and together they founded what is now the Australian Network on Disability. “We wanted to tell other employers about the benefits, and make it easier for them, to employ people with a disability,” said John Bennett.
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BupaBites Information and insights from the world of Bupa to keep you up to date on Global, Market and Business Unit news.
Half-year results Bupa released its global first half-year results for the six months to 30 June 2018, in August, with overall revenue flat at £5.9b (at constant exchange rates). Australia and New Zealand contributed 40% of Bupa’s global revenue and 48% of underlying profits for the group during this six-month period. “It’s been a challenging first half of the year, but I’m proud of the resilience we’ve shown,” says Hisham El-Ansary, Bupa’s Chief Financial & Strategy Officer. “Compared with last year, we have shown positive growth in both revenue and profit for the first half year to June, however, at this point we see some difficulties in meeting our A&NZ plan for the balance of the year.” The challenges ahead for both Australia and New Zealand include subdued economic growth and conservative discretionary spending. “Across the organisation, we are focussed on tackling these challenges head on,” explains Hisham. “We must continue to evolve into a more efficient organisation, focussed on effectively meeting our customers’ ever-increasing needs and expectations.” Over the next six months, Bupa locally will continue to invest in new Retirement Village developments and the refurbishment of Aged Care facilities, as well as expanding Bupa Hearing into three more stores in NSW and opening BMVS centres on Saturdays to service more customers.
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Taking vaccinations to the streets Every year, our Wellness nurses travel throughout Australia to provide the flu vaccination to both our people and corporate customers to prepare them for the upcoming flu season. And after experiencing one of the worst flu seasons on record in 2017, the importance of vaccination couldn’t be more evident. Over the past two years, Wellness nurses have been working with various groups to deliver surplus vaccinations to those in need. For some of the most vulnerable people in our community, who feel the cold the most, the flu vaccination isn’t easy to access. This year, the Corporate Responsibility and Wellness teams partnered with The Big Issue to deliver vaccinations to their staff and vendors. Our Wellness nurses in Melbourne and Sydney were delighted to use their volunteer leave to get to know the people at The Big Issue while delivering flu vaccinations. Kelsey Fieldman who helped organise the vaccinations found the day humbling, “It was also an opportunity to observe and learn about a community that I wasn’t really aware of. I’d seen The Big Issue being sold on the street, but I had never taken the time to flip through the magazine or look into what the business does.”
Health insurance premium relief for drought impacted farmers
2018 Bupa Awards The Bupa Awards are a global celebration of the exceptional people who positively contribute to Bupa’s purpose and strategy. Every year Australia and New Zealand have incredible nominations, showcasing the breadth and diversity of our business, and this year was no exception. To celebrate the achievements of our 31 outstanding nominations, the A&NZ Executive team hosted a celebration dinner in Melbourne. During the event we also acknowledged the contribution of our exceptional service milestone achievers, those with tenure of 30, 35, 40 and 45 years. Melbourne’s very best pamper specialists got the nominees relaxed and feeling glamorous before they walked the red carpet at our waterfront venue in Melbourne’s famous Albert Park. Our A&NZ CEO, Richard Bowden, officially closed the night by announcing who would be representing Australia and New Zealand at the global awards in London this September. And our A&NZ Finalists are: Christa Welch - BVAC Nicholas Beazley Everyday Hero Jack Liu - Health Insurance Nicholas Beazley Everyday Hero. A big congratulations to Christa and Jack. We look forward to sharing more about their London adventures in the next issue.
A robot joins the Bupa Therapy team Bupa Therapy is the first clinic in the Southern Hemisphere to trial cuttingedge robotic gait training technology. Patients using the G-EO Evolution are suspended from a harness to take all or some weight off their legs, while robotics move the patients’ legs through the motion of walking, stair climbing, standing and other leg movements. It’s designed to help the muscles regain strength while at the same time helping the nervous system to relearn motor skills and develop new neural pathways in the brain. The G-EO System helps people with a range of conditions, including but not limited to, spinal cord injury, stroke, traumatic brain injuries, cerebral palsy, Parkinson’s disease and multiple sclerosis. “People are seeking Bupa Therapy specifically for this technology,” said Angela Aldous, Practice Manager. “One customer lives with Cerebral Palsy and has been a wheelchair user for a number of years. While she is realistic about her inability to walk, her goal is just to be able to stand up again and feel safe doing so.”
Streamlining and simplifying our A&NZ systems After two years of planning and development, a number of systems across Bupa Australia and New Zealand are being simplified and consolidated to more closely align the two countries. Bupa New Zealand will now have access to Workplace, a central online destination where team members can keep up to date with news, have a voice online and share and collaborate with their team as well as others. Workplace can be accessed through any device and will be a central point of communication for all team members in Australia and New Zealand. Also launching in New Zealand this year is the new online knowledge management system, BMS (Bupa Management System) where our people will be able to access all the processes and policies to help inform and improve day-to-day tasks. Previously, this kind of information has been challenging to find, and the BMS will be a central point of information on best practice procedures that is simple to access and use.
With the recent devastating stories of Australian farmers and families impacted by the drought, on August 17, Bupa announced an initiative to help make a difference to our customers in these communities by making sure they have access to healthcare during this difficult time. The offer of health insurance premium relief for up to six months will be open to all existing customers who are receiving the Government’s Farm Household Allowance. “This is a tough time for Australian farmers. We know that money may be tight due to the drought, but we want to make sure farmers and their families can still access the healthcare they need,” said Dwayne Crombie, Managing Director Health Insurance. “In a time of stress, looking after your health is more important than ever. Hopefully this can provide a bit of relief on both the hip pocket and maintain their overall health.” The offer is effective from October 1, 2018 with up to six months Health Insurance premium relief to eligible drought impacted farmers who hold a Bupa Health Insurance policy. Further information is available on our website at www.bupa.com.au/ campaigns/farmers-relief and eligible customers can contact Bupa on 134 135 or visit a Bupa Health Insurance retail store to apply.
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When something isn’t right, and you can’t talk to your manager or someone else within Bupa, Speak Up. Call the confidential 24-hour Speak Up Hotline Australia – 1800 479 241 New Zealand – 000-911, at the prompt, dial 855-831-3143 or visit www.bupa.com/speakup