The Russell Partnership:  case studies:  Hotel, High Street & Conference:  BUPA:

BUPA

BUPA is an international health and care company with bases on three continents and more than seven million customers.

As a provident association, BUPA does not have shareholders and reinvests its surpluses into improved health and care facilities such as medical equipment, the latest technology and buildings.

The BUPA Hospitals throughout Britain treat nearly a quarter of a million patients a year.

With the UK health market rapidly changing, BUPA who manage 25 private hospitals in the UK asked the Partnership to review both patient and staff food offers.

The methodology involved both a qualitative and quantitative research programme including patients and staff. This included on ward interviews, stakeholder focus groups and medical teams views. In-depth work was undertaken in relation to perception of foods and services versus experience, delivery and food quality in this highly competitive market place.

The food production processes were reviewed and a benchmark commercial model developed which highlighted the improved returns that were possible.

The commission and recommendations included the total patient / staff interface, the style and food production process, the organisational structure and the commercial / financial reporting framework.

The Russell Partnership recognised the benefits of healthy eating and presented the ‘super foods’ in relation to the health benefits which are clearly a critical factor in dietary expectations moving forward and one in which the Russell Partnership have been pioneering.