Helping people live longer, happier, healthier lives and making a better world
Annual Report 2024
Our Annual Report and Accounts provides an update on the progress we’re making on our strategy, a review of our financial performance and an overview of our governance.
Year in reviewOur progress in 2024
Through our state-of-the art clinics, our hospitals, our dental practices, our aged care facilities and our fast-growing home of digital health, Blua, we’re working towards our ambition to become the world’s most customer-centric healthcare company.
This year, thanks to our incredible one hundred thousand Bupa colleagues across the globe, we’ve made great progress towards this ambition, and I’m pleased to share some of the ways we’re making a difference for our valued customers.
Iñaki Ereño
Bupa Group CEO
CustomerHighlights
Customer experience improvements
We’ve listened to feedback from over 81,000 customers, helping us to implement over 10,500 customer experience improvements including:
In our Optical business in Australia, we introduced a non-invasive assessment as part of a normal eye test, using AI to help identify early risk of heart disease. This is called a Microvascular Health Assessment (MHA).
It’s free for all Bupa Health Insurance customers in Australia and is part of our ongoing commitment to providing holistic, preventative healthcare that is affordable and accessible.
In UK Health Clinics we identified and addressed a significant pain-point for Bupa insurance customers: the need to obtain authorisation prior to having certain treatments.
Now, clinicians at Bupa clinics can pre-authorise a number of treatments on the customer’s behalf, significantly simplifying the process and saving time for the customer.
In our care homes business in Spain, Sanitas Mayores, we improved the experience of our residents by partnering with Amazon to implement Alexa’s voice-activated technology. Residents are now using Alexa to stay more informed, entertained and connected.
For example, through simple voice commands, they can set reminders for activities, have video calls with their families, listen to music and the news.
At one of our dental practices in the UK we implemented a sensory box containing fidget toys, earphones and as a new improvement, action cards for non verbal patients. Each card clearly conveys essential daily needs and emotions, facilitating effective nonverbal communication.
This initiative enhances the patient experience by providing a supportive and inclusive environment for those struggling with traditional communication methods.
Our LUX MED business in Poland has started cooperation with the Polish Association of the Deaf, which provides Polish Sign Language interpreters.
The interpreters support patients in booking services and during services in LUX MED Outpatient Clinics, LUX MED Diagnostics, Harmony and Stomatology.
Building a healthy future forpeople and planet
Spotlight: Healthy Cities
Through Healthy Cities, we aim to support people’s health in a changing climate, and help people make the link between their health and the environment.
Our nature regeneration efforts focus on deprived urban areas across cities where Bupa has a presence, and peri-urban areas where nature is declining.
2024 performanceHighlights
From the growth of Blua, our digital health solution, to growing our provision footprint around the world – we're caring for more people than ever before.
60m
Customers worldwide
7.5m
Almost 7.5 million customers using Blua, our digital health solution
92%
92% of our Business Units improved their Net Promoter Score (NPS)
22.7m
We now serve 22.7m provision customers’ physical and mental health, delivered by world-class health professionals, facilities and technology