One man – Shaun Brown, of Bupa Care Services – has generated a culture of caring right throughout his company, from management level through to elderly clients.
Bupa has a number of rest homes and hospitals, retirement villages and a monitored medical alarm service. Shaun has been operations manager for Bupa’s Midland region for three-and-a-half years and his staff of about 700 speak highly of him.
Believing in staff
Shaun started out as a caregiver, and trained as a registered nurse then moved on to become a clinical leader, before becoming operations manager. His hands-on experience in the sector means Shaun relates well to his staff and boosts their confidence and capability, says Bupa’s general manager of homes Grainne Moss.
Rest home manager Robyn Filipo is one striking example of Shaun’s dedication to his staff. She came into the role with little experience, from a hospitality background. “Under Shaun’s support and guidance, Robyn became the manager of two homes in Rotorua within four years of being with Bupa,” says Grainne. Robyn says he taught her to treat everyone with respect and professionalism. “This is a man who we have faith in, trust in, and respect for as he so patently walks the walk and talks the talk.”
Grainne says Shaun creates a supportive environment where his people are encouraged to reach their full potential. “He also recognises early that some staff may require more input and assistance to meet targets or goals.”
Others also speak in glowing terms. An employee says: “One of his managers, after splitting up with her husband, was touched and very grateful for Shaun’s regular check-ups to ensure she was okay and his offers to help her with anything. He even organised a weekend away for her family when she was down in the dumps; he always cares and is always on the end of the phone – no matter where he is. His support is second to none.”
Respect leads to greater satisfaction
Grainne says the respect Shaun engenders is reflected in employee engagement surveys. A total of 90% of staff agree that Bupa is well led under his management, and that he provides the support they need to do their jobs well. “On top of that, 96% of the employees in his team say they really enjoy their jobs. This positive endorsement is also reflected in the company’s bottom line – there has been an increase in occupancy and profitability per bed since he became the operations manager.”
Despite this, Shaun says he is not motivated solely by staff and profits – and Grainne agrees. “He also focuses on the care of rest-home clients and introduced a ‘falls focus’ team to reduce the number of elderly residents taking a tumble.” A survey of clients in his region shows their satisfaction levels have risen to 89% since Shaun has been on board – a six per cent increase.
One client at The Gardens Care Home says there is a high degree of care and empathy coming from top management and filtering down to all staff. Another client says Shaun is always engaging. “He gets things done. He keeps me informed. He is friendly, welcoming, and takes an interest in me as a person.”
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