What do you think the NHS has learned from Bupa?
It’s a mutual exchange, both sides learn. First, the NHS has benefited from Bupa’s approach to managing elective surgery separately from emergency care. Although this concept is by no means exclusive to Bupa or the private sector, we do have a great deal of experience of implementing thisin practice. Second, Bupa has developed a very strong culture of customer service. While all health professionals care for patients, we aim to also serve patients as customers. Do private sector clinicians need more management than their NHS counterparts? No. People are people and all need good management. Staff motivation and communication are key to Bupa’s strategy. Effort invested in good management practices leads to better organisational performance and customer satisfaction. You are one of the judges of the Guardian’s Public Services Awards. How much does Bupa encourage innovation? Any successful business needs a high degree of innovation. The guidelines to encourage innovation are: value every i
