Bupa has unveiled a blueprint to acquire healthcare centres and build on its 49 optical and hearing stores, as well as 178 dental clinics, to create a nationally distributed network offering more integrated health services.
On 17 June 2024, the health insurance company revealed a roadmap to create a more connected and personalised patient journey across physical and digital channels. It will have an initial focus on mental health, type 2 diabetes, musculoskeletal health, oral and eye health.
Bupa’s current healthcare network is built on dental practices and optical stores, but the Connected Care strategy plans to bring together in-person and virtual care, supported by digital technology and partnerships.
As part of a multi-year investment bolstering its current services, the company said it was initially focused on acquiring healthcare centres that will offer integrated GP, allied health, and pathology services. The centres will be open to anyone, not just Bupa Health Insurance customers.
Over the coming years, it will build on its existing footprint of 178 dental clinics and 49 optical and hearing stores “to create a nationally distributed network of healthcare centres”.
Alongside this, the company has developed ‘Connected Care’ initiatives to be offered through its digital health platform, Blua.
These include a door-to-door chemist delivery service recently launched to its 4.3 million health insurance customers; 24/7 virtual doctor consultations currently available to international Bupa health insurance customers and nearly one million domestic health insurance customers as part of a trial where they can access up to three free consultations per year; and online health tools and information to help customers navigate, assess, and learn about their health.
‘A truly connected health journey’
Bupa APAC CEO Mr Nick Stone said Bupa’s Connected Care strategy was about bringing to life its “bold vision to create truly personalised and seamless healthcare journeys” for its customers and the wider community.
“We know one of the biggest pain points for customers going through the healthcare system is how fragmented it is. That’s why we’re working to connect care physically and digitally to remove barriers and increase affordability and convenience,” he said.
“We are building on our current network of dental practices, optical and hearing stores to give our members a truly connected health journey.
“In the long-term, our aim by bringing services together physically and digitally is to deliver simple, person-centred care – the ‘right care’ in the ‘right place’ at the ‘right time’. We want to be a true partner in our customer’s healthcare.”
He said access to clinicians and services would be supported by technology and underpinned by safe, secure, and intelligent data for a more seamless and less confusing health experience.
Stone said Bupa had started delivering on elements of the strategy and would continue to respond to changing customer preferences, and the need to help alleviate some pressures on Australia’s health system.
“As part of our Connected Care vision we will build out and bolster our preventative health programs including nurse and dietitian-led health coaching, mental health and wellbeing programs, and programs to help people avoid or recover from a health condition,” he said.
Stone said Bupa’s long-term Connected Care approach would also help empower customers to manage their own health information enabled by secure digital platforms.
“Giving customers easier access to their own secure health information recognises they are active participants in their own health journeys. It allows our customers to take proactive steps to get well and stay well,” he said.
Independent research, commissioned by Bupa, recently found almost half of Australians felt accessing healthcare was complicated, and two in three experienced at least one barrier to accessing a healthcare service over the past year with wait times, limited appointments, and costs the main barriers.
The Bupa Pulse Check survey also found there was an increase in the number of people visiting an allied health practitioner compared to last year, and while people preferred in-person appointments due to the need for physical examinations and the ease of building relationships with practitioners, there remained a strong desire for the ongoing use of telehealth.
Bupa said it was consulting with federal and state governments, medical professionals and industry and key stakeholder groups on its Connected Care strategy to ensure it meets the needs of a growing, ageing population while supporting the Australian health system.
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