New improvement platform helps Bupa UK employees make a difference

11 July 2019 . United Kingdom

Hundreds of employees have been helping Bupa UK to improve its processes for its customers.

Colleagues writing ideas on a white board

LaunchPad is an initiative that empowers Bupa colleagues to put forward suggestions on how day-to-day, they would streamline operations in order to be more efficient for customers.

More than 1,500 ideas have been submitted by Bupa UK employees to improve its insurance business since the scheme was launched in May last year. More than 950 of the ideas have been completed, resulting in the implementation of changes, aimed at improving the customer journey.

Casey Collins, Interim Head of Business Improvement, Bupa UK Insurance, said: “No one is better placed to suggest ways to improve things then those who are at the centre of it, serving our customers and living with our processes every day.

“LaunchPad gives everyone at Bupa UK the opportunity to put forward suggestions to improve how we work and have their ideas properly looked at and, in many cases, put into action. Small changes can make a real difference. By continuing to gather ideas, we can continue to build on the improvements already made to deliver a better customer experience and support our employees in their day-to-day activities.”

Some of the ideas implemented include changes to the handling of claims to speed up the process, amendments to customer documentation, and changes to the marketing opt out process to make it simpler.

A Bupa UK employee who has submitted a number of ideas said: “It’s pretty handy to have quick access to a system for ideas, so I can put them forward when I’m in the moment. I like the idea of being able to streamline Bupa’s processes and improve the business to make things better for everyone – colleagues and members alike. It makes me feel like the business is really listening to me.

“After I’ve submitted an idea, I am continuously provided with updates as it progresses and in one case, further input was requested from me, which really made me feel involved and a part of improving Bupa which is exciting.”

The team behind the platform was recently recognised as they picked up the Bronze Award for Business Improvement Team of the Year at the 2019 The UK Contact Centre Management Association annual awards.

Casey Collins added: “We were absolutely delighted to receive this industry recognition. We hope to continue to develop LaunchPad and roll it out to other parts of the business to drive further improvements put forward by our employees to help improve our services.”

About Bupa

Bupa's purpose is helping people live longer, healthier, happier lives. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Health insurance accounts for the major part of our business with 17.5m customers and contributes 73% of revenue. We operate clinics, dental centres and hospitals in some markets, with 15.8m customers. We care for around 22,000 residents in our aged care businesses in the UK, Australia, New Zealand and Spain.

We directly employ around 83,000 people, principally in the UK, Australia, Spain, Chile, Poland, New Zealand, Hong Kong, Turkey, Brazil, the US, Middle East and Ireland. We also have associate businesses in Saudi Arabia and India.

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