Bupa Cromwell Hospital

In 2015 Bridge was chosen by Bupa as referred supplier to assist with the launch of the Bupa 2020 Vision.

Bupa’s 2020 Vision: Our purpose, helping people live longer, healthier, happier lives, and our values shape how we act and deliver for our customers and our people.

The key elements of the Bupa 2020 vision centre around delivering the purpose through increased business performance, reaching more people; recognising that they will ‘excel when our people love working at Bupa’, giving access to the right advice, making healthcare affordable and accessible, and tackling challenges in healthcare.

Focused on recognising that the organisation excels when people love working for the Bupa, the Cromwell Hospital’s objectives were to develop a common mission statement and shared vision for the hospital, develop a Bupa service culture and integrate this into the induction programme and monitor the embedding of the values within this new culture.

For the Cromwell Hospital, Bridge put together a fully bespoke, campaign programme with a multi-level approach to linking the Bupa values to the service offered patients, family members and colleagues. Where customer satisfaction and service scores are already quite high, in order to achieve the Bupa purpose, the staff need to love their jobs in order for service to be brought to a level of excellence.

Bridge completed a full audit of training needs and existing employee data, and held a Stakeholder Strategy Workshop with the Executive Team, as well as focus groups with a variety of frontline staff.

Launching the programme to all staff with a live event in January 2017, the programme falls under umbrella of a fully bespoke internal campaign called “Care”, which is being rolled out across the organisation with a multi-level approach embedding the values into the existing culture in 2017 and 2018. This includes modular values sessions across all staff, intra-module leadership sessions for coaching and embedding and high-level stakeholder strategy meetings.

At the mid-way point of the project, Bridge has installed a “Care Wall” in the staff restaurant; launching with a drop in event. A survey was administered to check engagement levels in the programme, and staff were asked to contribute their value stories on the wall.