Welcome Aboard!



Welcome to the Bupa ‘Welcome Aboard’ Induction online course. This course has been designed to give you an understanding and a brief overview of who we are, what we do and what we stand for as an organisation. It is aimed at giving you a small glimpse of the company that you have joined.

 We will also explore our vision for the future, our values and how we use these values to deliver our promise.

This Welcome Aboard course will take approximately 30 minutes to complete. However, you can do it at your own pace, and stop or resume at any time. The program will automatically remember what you’ve completed and allow you to continue from that point.

Click ‘Start Course' to begin.



The Bupa Story

Bupa's Purpose

Bupa’s purpose is longer, healthier, happier lives.

Bupa’s founding principle was to ‘prevent, relieve and cure sickness and ill health of every kind’. Today, these areas remain essential as we pursue our purpose: Longer, healthier, happier lives. Our purpose is unchanging, never ending, our guiding light.

Bupa's History

The Bupa story began more than sixty years ago in the United Kingdom and is now an international healthcare company with over 29 million customers in over 190 countries and over 62,000 employees.

In April 1947, 17 provident associations joined together to form Bupa with the purpose of preventing, relieving and curing sickness and ill health of every kind. We began in the UK with just 38,000 members.

Our history in Australia goes back to the trusted Health Insurance brands HBA, MBF and Mutual Community. 

The Bupa History

Let’s look more closely at the Bupa Story.

Click ’play’ to watch a short presentation on Bupa’s history and development.

What Bupa do

Bupa in Australia and New Zealand are part of the Bupa Group, a leading international healthcare organisation that cares for more than 32 million people in 190 countries.

We offer personal and company-financed health insurance and medical subscription products, run hospitals, provide workplace health services, home healthcare, health assessments and long-term condition management services. We are also a major international provider of nursing and residential care for elderly people.

Bupa has more than 90,000 employees around the world who share the common purpose of helping people live longer, healthier, happier lives. Our global presence has allowed Bupa in Australia and New Zealand to draw on our international expertise and experience to provide people with better healthcare services, support and advice

Bupa ANZ

Bupa believes we can make a real difference to the lives of Australians and New Zealanders through the way we deliver personalised care across a range of health services.

Health Insurance 

We support our members by providing hospital, extras and ambulance cover; insurance for overseas students and international visitors; and corporate health plans.

Bupa also offers members coverage for all life moments, including travel, pet, life, motor and home and contents insurance.


Bupa rehabilitation services support patients who have sustained an injury to relearn daily living skills and live as independently as possible through a personalised rehabilitation program.


Bupa is Australia and New Zealand's largest dental provider. Through more than 200 clinics across both countries, we are committed to making high quality and great value dental care easily accessible.

Optical & Hearing 

Bupa Optical has 36 stores in key locations around Australia. We provide bulk billed, comprehensive eye examinations, helping customers find the perfect frame for their prescription and lifestyle.

Bupa’s audiology services provide access to convenient and affordable hearing treatment options, offering free screenings and a range of hearing aid options at selected Bupa Optical stores.


Bupa offers GP services in Australia through clinics open to all members of the public. Our GP model seeks to provide comprehensive and personalised health care. Through Bupa Medical TeleHealth, our specially trained professionals provide personalised telephone health coaching services to help people better manage their health

Medical Visa Services 

We provide visa medical examinations and processing services on behalf of Australia’s Department of Immigration and Border Protection to around 250,000 visa applicants each year.

Recently this service has expanded to include processing medical assessments for Australians travelling to Canada and New Zealand.

Aged Care & Retirement

Our people are committed to delivering person-centred care. We strive to make a positive difference to the lives of our residents every day, through respite, residential and specialised dementia care. 

In New Zealand, we provide residential care to over 5,000 people in 60 care homes and 30 retirement villages.

We will explore Aged Care Australia in the next section

Bupa Health Foundation

The Bupa Health Foundation is one of the leading charitable foundations dedicated to health, translating breakthrough research into real health improvements for over 10 years.

Through our collaborative partnerships, we invest in programs that positively impact health policy and practice.

The Bupa Health Foundation has invested over $26 million to support more than 100 health and care projects in the past decade.

Bupa Aged Care Australia

Bupa is Australia’s largest private aged care provider 

Our people are committed to delivering person-centred care. We strive to make a positive difference to the lives of our residents every day, through respite, residential and specialised dementia care. In Australia, we care for more than 6,000 residents across 71 care homes

Bupa Model of Care

Bupa Aged Care have a very unique module of care,  which is known as the Bupa Model of Care (BMOC). 
The aim of this model to improve the quality of health care for our residents.

Implementation of an innovative model to deliver proactive and preventative healthcare by

Introduction of three new roles

  • General Practitioner
  • Clinical Manager
  • Community Leaders

Reorganisation of our workforce

  • Care Managers: accountable and overall management of a community
  • Regular and proactive resident reviews
  • Delegation of medication administration to appropriately trained care givers
  • Registered Nurses able to apply their clinical knowledge and skills in a ‘Person-First’ way


  •  Improved access to complex health care for our residents
  • Reduction in hospital visits for our residents, multiple medications and fewer falls 
  • Upskilling of our nursing workforce

Bupa Model of Care

Click 'Play' to learn more about the Bupa model of care and it's benefits

Bupa Aged Care Structure

Meet your executive team

The Bupa Aged Care Australia executive team set the strategic direction of our business. Their role is to lead our business and our people in a way that helps us to put the resident at the centre of everything we do.

Operations team structure

Ian Burge is our Director of Operations and all care homes are looked after by Ian. All our homes are divided into regions that are managed by our Regional Directors.

Our 'Person First' approach

Our ‘Person-First’ approach

Our ‘Person-First’ approach is not only relevant to those working in our care homes. It is a general philosophy that all BACA people live and work by. It is important to keep in our mind ‘Person-First’ principles when working and communicating with each other, with our residents, clients and customers, their families and friends, and all external stakeholders.‘Person-First’ is Bupa’s approach to care and support for all our residents. 

‘Person-First’ puts the person, their experiences, well-being, needs and feelings first and at the centre of the care and support that we provide to each resident.‘Person-First’ is essentially about using the knowledge of the whole person to inform “how” we care for the person; supporting them with what they can no longer do and encouraging and enabling them to be as independent as is possible. The “how” means listening to and thinking about the whole person and who they are, to ensure that we meet their needs in a way that is familiar to them on a daily basis.

With approximately 70% of residents living with dementia ‘Person-First’ is an evidence based approach designed to skill our teams to communicate positively with the person living with dementia, seek to understand their experience of life and support them in a meaningful way that promotes a sense of well being. We now have ‘Person-First’ Coaches in each home who have undergone a specialised program which enables them to cascade our Dementia Excellence suite of programs to the care home team coach others to put the ‘Person-First’ We have a large number of trained ‘Person-First’ coaches within our care homes.

'Person First' approach 

Click to watch a short video on our 'Person First' approach

Activity - What's the story?

  • Bupa has no shareholders, which means that all profit is reinvested into our customers and people.
  • Bupa’s purpose is longer, healthier, happier lives.
  • Bupa only has Aged Care Homes in Australia.
  • Bupa was founded in 1947.
  • Bupa is the smallest private health insurance provider in the Australian market.

In this multiple choice activity you’ll need to look at a series of notes and identify the true statements regarding the Bupa Story.

Click ‘Next’ to begin.

Bupa's 2020 vision, value's and promise

2020 Vision

2020 Vision 

Bupa 2020 is our strategic vision and defines how we will pursue our distinctive and inspiring purpose – longer, healthier, happier lives for the benefit of our customers and the world more broadly. Everything in the Bupa 2020 vision fully aligns with our powerful purpose. 

Achieving Bupa 2020 will further prove this purpose to our customers. This vision includes three breakthrough goals which will help us accelerate our growth to reach millions more people in more places with a greater effect.

We believe that when we do these things, we will make a difference that matters to our people – our customers, our employees and well beyond!

Bupa's Values

Our Values

So far, we have looked at what we do at Bupa – this part of the course will explore HOW we do it.

As an organisation we have a set of values that assist us to ensure that we all have clarity and understand what is expected of each of us.  Values can provide a roadmap to help us make decisions , how we treat each other and of course our customers. 

Our values unite us, describing a consistent way of being, doing and thinking. They make us distinctively Bupa for our customers, our partners and each other across the world. They are key to fulfilling our purpose.

Activity - Bupa Value statements

In this activity, we will match the Bupa values to their matching statements
  • Passionate
    Full of energy and inspiration Love what we do and why we do it Love our customers
  • Caring
    Big-hearted and compassionate Treat people with respect and kindness Everyone and everything matters
  • Open
    Seek new ideas and other points of view Share freely Really listen and understand Embrace diversity
  • Authentic
    True to yourself Genuine and honest Say what we mean, mean what we say
  • Accountable
    Always responsible Take ownership Make it happen
  • Courageous
    Be brave Dare to try Speak up
  • Extraordinary
    Go above and beyond Be the best we can dream to be Deliver outstanding results

Bupa's Promise

A Brand promise 

  • A promise is the commitment that a company makes to its customers
  • A strong promise will connect a company’s purpose, strategy, people and customer experience
  • It enables a company to deliver services in a way that connects emotionally with customers and differentiates its brand

A brand promise is not a description of what a company does in a literal sense, it’s a description of the company’s character. It is how the company creates and delivers value, as well as the feeling the company conveys to its customers.

See below for some examples: 


To be genuine, fun, contemporary, and different in everything we do at a reasonable price.” 


“We make it easier to love technology, so that you can experience the future.”

Bupa's Promise 

Bupa customers around the world have told us that they want us to listen to them, help steer their decisions and be there for them when they need us.

We’ve brought this together in our Bupa Promise.

  • Know me and my needs
  • Help steer my decisions
  • Be there when I need you

The values bring our Bupa Promise to life. Together they describe Bupa’s distinctive personality, the ‘Everyday Hero’, acting as a compass for us, ensuring we all deliver a ‘Person-First’ experience and ultimately help our customers lead longer, healthier, happier lives.

Delivering extraordinary resident/relative experiences and business outcomes measured by the employee and resident/relative advocacy

The Bupa Promise 

Look at this short video showing the Bupa promise and the impact on our residents

Completing the course


You have completed 'Welcome Aboard' Bupa's online induction course