Vision and Values


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.



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.



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


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


Treat people the way you want to be treated

  • Empathy
  • Caring
  • Fairness
  • Responsive and friendly
  • Confidence
  • Trust
  • Appropriate communication
  • Confidentiality


High standard of ethical behaviour and conduct

  • Sound governance
  • Accountability
  • Professionalism
  • Commitment
  • Ethics
  • Compliance
  • Third party assurance


How will we achieve our vision

Direction and strategy

One organisation, one goal

Supporting our purpose of managing and providing competitive sustainable medical scheme benefits

A common goal that is understood and visible:

  • 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

Right people doing
the right things right

We empower, develop and engage our employees to add value

Right people doing the right things right:

  • 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


Applying best practices

Using standardised processes as the foundation for continuous business improvement

Safe, clean and organised workplace:

  • 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

We measure to improve

Business performance information to enable informed decision making

Simple and standardised measurements:

  • 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
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