The Bupa Welcome

Providing a consistent, welcoming and positive experience for all Bupa customers is a key priority.

We want our customers to love Bupa!

In this course, we will be looking at some tools and frameworks to add greater consistency to customer experience across Bupa Aged Care, in particular, via phone. This course will explore who our customers are and the feedback they are providing. It will also provide you with some tips to deliver a better experience for them when contacting us. 

It is not just our  General Managers and Business Administrators that speak with customers via phone, so it is important we are all trained and aligned on an approach to taking phone calls to ensure a consistent, positive experience for our customers. 

Let's get started!

Customer Experience

Who are our customers

Our customers 

Who are our customers? 

There are two types of customers: external and internal.

External customers are customers who are considered to come from outside of the care home. This can include relatives of residents, people inquiring about Bupa services, Allied Health Professionals, Doctors or delivery personnel.

Internal customers are customers who are considered to come from inside the care home, including residents and Bupa employees.


What our customers are telling us

Customer Feedback

Annually, Bupa undertake customer satisfaction surveys. This provides our customer with the opportunity to tell us, what works well, and where we can make improvements.  

We will explore some of the feedback from recent customer surveys from across Bupa Aged Care Australia. Bupa are doing some fantastic things, but there is always room to improve. 

Example customer calls

Let's have a listen...

Here will you find two examples of calls made to a Bupa home

Call 1

What happened in these calls? 

How do you think the customer was feeling in each scenario? 

How did it make you feel listening to it? 

What could the person who answered have done differently?

Call 2

What happened in these calls? 

How do you think the customer was feeling in each scenario? 

How did it make you feel listening to it? 

What could the person who answered have done differently?

Calls

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  • Put your answer option here

Why is a good experience so important

Being able to quickly contact loved ones is so important, we need to ensure we make this possible for our customers.

We can do this by:

 • Ensuring the phone is always answered 

• Being consistent and professional 

• Living our values and the Bupa Promise 

• Following up or ensuring the appropriate person follows up in a timely manner (being accountable)

Why is a good experience so important. cont

The Bupa Promise

Keeping in mind who our customers are, its important they feel reassured that they or their loved ones are being cared for in the best possible way – that we are living the Bupa Promise.

The Bupa Promise

  • Define your key...
    Define your answer...
  • Define your key...
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Creating a great experience

The 3 steps to a great welcome

To create a consistent and positive experience for all Bupa Customers, we have come up with a simple framework to use when any employee answers the phone, be it our Business Administrator, General Manager or a Carer or RN on night shift.

We want our customers to feel reassured that their call is important, that they will receive an answer to their query, if not right away, as soon as the right person is available. We all are accountable for creating a positive customer experience.

1. Greeting

“Welcome to Bupa (home name), you are speaking with (your first name), how may I help you?”


  • This is our first opportunity to make the customer feel welcomed 
  • We want to provide a consistent experience, every time they call 
  • Friendly tone and professional manner is important 
  • It is significant to sound engaged and ready to assist the caller




2. Customer focus – Listen, ask, action

Our customers are the reason we exist at Bupa Aged Care. The focus should be on how we can best assist them.

  • Listen to what the caller is asking for 
  • Ask for the caller’s name and purpose of the call
  •  Build rapport with the caller by:
  •          Using their name
  •          Showing empathy and interest
  • Act in a professional manner by: 
  •       Being accountable for problems
  •       Be positive and assure the customer you can help

3. Wrap up

It is important our customers leave the call feeling that there enquiry has been actioned

  • Summarise the call to confirm understanding
  • Did you answer all the customers questions and do they know what will happen next?
  • Was all relevant information provided including time frames, contact person, phone numbers, actions?
  • Thank the customer for their call. If appropriate, wish them a good day/ evening.

Top Tips

1. Don’t let calls go unanswered – this is everyone’s responsibility 

2. Take a message and let the caller know what will happen next (e.g. when they will receive a call back, what action you will take) 

3. Follow up on the action – be accountable 

4. Use the instructions by the phone when transferring calls or placing on hold 

5. Ask the callers permission before putting them on hold 

6. Put yourself in the customers shoes – how would you like to be treated if trying to reach your loved one?

Wrap up

We hope that you enjoyed this course and remember the Bupa Welcome the next time the phone rings!