“It’s all about celebrating the special magic that our caregivers deliver in looking after our residents, customers and clients,” says Jenni Coles, Director of Care Services and Rehabilitation.
This year’s award acknowledges Bupa’s continuous quality improvement in areas of customer satisfaction, training and development and service delivery to meet customer needs.
“At Bupa we pride ourselves in providing the best care and service possible to our residents, clients and customers and so it is just marvellous to obtain recognition of the excellence of our customer service delivery through this prestigious Award,” Says Julia Wiegandt-Goude, People Director.
Bupa’s achievements in delivering excellent customer service are wide-ranging. The award-winning Personal Best programme helps employees focus on delivering genuine person-centred care which puts the resident at the centre everything Bupa people do.
Bupa has attained excellent certification results through the Ministry of Health and is often commended by external auditors – currently Bupa have93.4%of its homes with a three or more year certification. This year, Bupa embraced the Ministry of Health’s mandate to train 100% of Bupa nurses in InterRAI, ensuring the continued delivery of the best medical care and monitoring.
Bupa employs Community Liaison Coordinators to identify resident needs and help residents and their families with the transition into care. Employees work alongside residents and their families to create a Map of Life in order to understand residents on a personal level and reassure family members that their loved one will be well cared for. As a global voice in dementia care, Bupa is committed to helping New Zealand’s dementia residents live well.