OUR PURPOSE
What we are here for
To manage and provide competitive sustainable medical scheme benefits in line with prevailing legislation to the benefit of all our members and their dependants and to empower our members to make informed decisions.
OUR VISION
What we want to achieve
To be a professional competitive service provider by providing competitive benefits, through service excellence and personalised customer care and to always act in our members’ best interest.
OUR VALUES
What we must do to achieve our vision
Striving to be the best
Being the best that we can be
- Acting in members’ best interest
- One team
- Truly representative
- Continuous business improvement
- Learning and innovation
- Accuracy
- Competitiveness
- Customer focused
- Willing to go the extra mile
Openness
Having the confidence to speak your mind
- Transparency
- Mutual respect
- Active listening
- Objectiveness
- Mature response
- Confidence
- Provide regular feedback
- Courage to face and fix issues
Respect
Treat people the way you want to be treated
- Empathy
- Caring
- Fairness
- Responsive and friendly
- Confidence
- Trust
- Appropriate communication
- Confidentiality
Integrity
High standard of ethical behaviour and conduct
- Sound governance
- Accountability
- Professionalism
- Commitment
- Ethics
- Compliance
- Third party assurance
OUR OPERATING PRINCIPLES
How will we achieve our vision
Direction and strategy
Supporting our purpose of managing and providing competitive sustainable medical scheme benefits
- Clear, simple and recognisable
- Translated into operational outputs, behaviors and results
- Communicated and reinforced through ongoing communication to all stakeholders
Focused on our core business:
- Through a competitive operating model
- In a sustainable and professional manner
- While complying with legislation
- In the best interest of our members and all other stakeholders
Empowered and engaged members:
- Members have access to relevant scheme information
- Members are kept informed of developments affecting them
- Members have access to a call centre to resolve any queries which are responded to professionally and accurately
People and structures
the right things right
We empower, develop and engage our employees to add value
- Clearly defined work practices
- Individual job profiles and performance standards for all employees
- Suitably qualified and trained staff in all roles
- Seek professional advice where required
- Provide ongoing training as required
Integrated structures:
- Organisation structured along logical process lines
- Defined roles, responsibilities and reporting lines
- Clearly defined deliverables and performance targets
- Effective control environment providing assurance
- Effective customer and service provider relationships and interfaces
Empowered and engaged employees:
- Accountable for day-to-day operations
- Accountable for service delivery
- Supported by Management and the Board of Trustees
Processes
Using standardised processes as the foundation for continuous business improvement
- Workplaces are clean and organised
- Right tools and equipment to do the job
- Effective, well managed and protected IT systems
- Protection of personal information paramount
Standardised work processes:
- Work practices standardised and documented (Standard Operating Procedures)
- Adopting industry best practice and ensuring good governance prevails
- New processes only implemented after proper testing
Continuous business improvement:
- Systems in place to encourage and recognise continuous improvement and innovation
Effective service provider relationships:
- Service level agreements (SLAs) in place
- Effective ongoing monitoring of service providers in terms of their SLAs
Systems and information
Business performance information to enable informed decision making
- Reliable and protected systems
- Reliable and unquestionable data integrity
- Simple overview of performance against key drivers
Informed and correct decision making:
- Correct interpretation of information at all levels
- Effective knowledge transfer