Bupa has unveiled a roadmap to create “a more connected and personalised customer journey” with an initial focus on supporting mental health, type 2 diabetes, musculoskeletal health, oral and eye health issues.
Underpinned by Bupa’s current healthcare programs and network of dental practices and optical stores, the Connected Care strategy will bring together in-person and virtual care, supported by digital technology and partnerships.
we’re working to connect care physically and digitally to remove barriers and increase affordability and convenience
To bolster its current services, Bupa will also invest in acquiring healthcare centres that will offer integrated GP, allied health, and pathology services. The centres will be open to anyone, not just Bupa Health Insurance customers.
Over the coming years, Bupa plans to build on its existing network of 178 dental clinics and 49 optical and hearing stores, to create a nationally distributed network of healthcare centres.
Along with healthcare centres, a range of strategic Connected Care initiatives are being introduced through Bupa’s digital health platform, Blua. These include:
• A door-to-door chemist delivery service recently launched to all 4.3 health insurance customers.
• 24/7 virtual doctor consultations – currently available to international Bupa health insurance customers – and almost one million of domestic health insurance customers as part of a trial where they can access up to three free consultations per year.
• Online health tools and information to help customers navigate, assess, and learn about their health.
Person-Centred Care
Nick Stone, Bupa’s Asia Pacific Chief Executive Officer, said Bupa’s Connected Care strategy was about creating personalised and seamless healthcare journeys for its customers and the wider community.
“We know one of the biggest pain points for customers going through the healthcare system is how fragmented it is. That’s why we’re working to connect care physically and digitally to remove barriers and increase affordability and convenience,” Mr Stone said.
“We are building on our current network of dental practices, optical and hearing stores to give our members a truly connected health journey.
“In the long-term, our aim by bringing services together physically and digitally is to deliver simple, person-centred care – the ‘right care’ in the ‘right place’ at the ‘right time’. We want to be a true partner in our customer’s healthcare.
“Access to clinicians and services will be supported by technology and underpinned by safe, secure, and intelligent data for a more seamless and less confusing health experience.”
Mr Stone said Bupa had started delivering on elements of the strategy and would continue to respond to changing customer preferences, and the need to help alleviate some pressures on Australia’s health system.
“As part of our Connected Care vision we will build out and bolster our preventative health programs including nurse and dietitian-led health coaching, mental health and wellbeing programs, and programs to help people avoid or recover from a health condition,” he said.
Mr Stone said Bupa’s long-term Connected Care approach would also help empower customers to manage their own health information enabled by secure digital platforms.
“Giving customers easier access to their own secure health information recognises they are active participants in their own health journeys. It allows our customers to take proactive steps to get well and stay well,” Mr Stone said.
