Bupa’s staff satisfaction boosts profits

Improved employee and customer satisfaction has helped healthcare provider
Bupa boost its profits significantly it was claimed at the company’s AGM.

Barry Dyer, director of organisational development at Bupa, thought improved
staff training and flexible work patterns had contributed to the company
reporting profits of £86.4m for 2000 – double those of 1998.

"We recognise the correlation between employee satisfaction, customer
satisfaction, and company performance," said Dyer.

Employee satisfaction is measured through Service Organisation Profiles,
which have shown an increase of 15 per cent in the past two years and
independent surveys show that Bupa’s customer satisfaction has increased to 71
per cent in 2000.

Richard Hurd, head of management development, believes that the firm’s One
Life and Leading One Life training initiatives had played a key role in
improving employee contentment.

Bupa introduced its one-day training scheme One Life for all staff in 1998
to help them understand the firm’s ethos and outlook.

The Leading One Life programme, started in 1999, is aimed at the most senior
900 managers to help them lead effectively and involves a 360-degree feedback
exercise, a residential workshop and the drawing up of a personal development

Other initiatives over the past two years include an increased flexible work
programme, an ideas and awards scheme and the introduction of three-month

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