(10:00) Absolutely and actually you touched on the roles of various parties and agencies in this picture. And actually, can I ask you how could you come back to maybe looking at the role of government policies and how we keep on top of changing regulations as far as employee well-being is concerned, and how do organisations then build that into what they're doing on a micro level within their own workforce?
Yeah, so I think I think government policies will change but historically government policies tend to change, in retrospect, and usually they catch up to what workplace requirements are so, I think, even though governments are thinking about this moment, I think. Generally, the direction of travel has been positive and there have been more guidance and regulation that is coming into force across the world, to encourage employers or to force employers to think about the wellness of their population. Generally, it tends to be on the health and safety environment rather than wellness as a holistic driver of productivity. And so really I see organisations leading this and we already see in the workplace that some organisations are better than others. And I think the most important thing is to recognise for organisations that employee health and well-being is important for your organisation. And I think once that penny has dropped there is there is so much that organisations can do and not leave it to government policy and regulatory environment to make that happen. I think it's also important for organisations to self-reflect and understand their own needs better and the needs of their employees in a very open and transparent way, physical health has really led the example in that but mental health is still a big challenge in many parts of the world and then many organisations across the world. And so trying to understand how physical and mental health issues affect your own workplace and your, your own workforce. I think becomes the first step in this. And then, and then addressing that a matching that as Caroline said earlier, the plethora of interventions that are out there, I think, will then be much more beneficial for organisations. So, I think gathering the evidence, designing the right programme, working with the stakeholders, working with the people who are experts in this area who can pull together these things for organisations, I think is quite important. But, if you understand the need, then your solutions can address that need and I guess that's the key point to make.
(12:51) And, Again, Caroline, like to come back to a point that you made earlier and you spoken about learning lessons and when we look at regulations across the globe as well how quickly regulatory bodies have opened up the scope for virtual health and consultations both to benefit individuals from a mental and a physical well-being perspective, what are the other lessons that you think that society has learned in, you know, as a whole, from the whole kind of COVID pandemic experience and how can we carry that forward with us?
(13:30) Goodness. That's a wide-ranging question. And I suppose you know we're still in the situation. So, you know, not quite sure because it's a rather open-ended situation we're not quite sure when we'll be able to really look back and reflect upon the seismic changes that may well have occurred. You know, sitting a period of a few months from the onset of the pandemic I think, I think we may be seeing a re-emergence of more collectivist society. But in terms of the sort of solutions that are needed to support people I think we're going to see organisations and hopefully governments as well. Creating far more ability to individualise those solutions and make things personal to people so I said before about, you have to meet people where they are. And you have to understand the full context of their lives before you offer up potential solutions that may help so I think you know there may have been some underlying shift in values over the period, I think, is society becoming more caring? It's difficult to tell because there are some real polarised views and there have been, you know, some very public differences that have been aired in the last couple of months. Outside of anything covered related as we know. So, I don't know, it's the honest answer, Lauren because I think we're too soon into this process and the set of changes to really be able to tell what's going to happen to society but certainly from an organisational perspective I feel more qualified to talk about that and I think what we've seen there is a real genuine effort by organisations to provide support to employees you know there's some research that was out just this weekend showing about 80% of employees feel that their employer has handled this crisis well, and has provided the right support for them. You know that won't be universal of course, and there are going to be very difficult times ahead. But I do think organisations have really swung into, you know set of actions that feel as though they are listening to employees that they have really changed the view, the mindset towards remote working they have facilitated fast dispatch of equipment in many cases to support their employees. Many employers have sets up or provided access to support for both physical virtual mental health. All of these types of support services during this time. So I think, I think we've certainly seen the re-emergence maybe have a slightly more patriarchal feel in organisations - really looking after and feeling the burden and the responsibility of care for their employees at this time. It's been a very traumatic time for a lot of people who are suddenly just juggling multiple roles in ways that they haven't had to before, for example home schooling and child care and the health of elderly relatives, for example, all of these loomed large in many people's lives and I think in general, what we see as organizations have risen really well to the challenge. It's just too soon for me to talk about whether that changes society, or government policy in any real meaningful long-term way. But those are.
(17:19) Just on government policies and changing regulation I think you make a very important point. So, where, where governments, move quite fast is around the adoption, or encouraging the adoption of virtual, I guess healthcare services. We've seen in many places around the world that where regulation was a barrier in this this barrier has been dropped by many governments or regulatory authorities, for example, in the UAE, in Dubai. We run a service and that service wasn't able to do a video consultations, or wasn't able to work for us we weren't able to work from home, due to regulatory challenges, but that was quickly changed and seen as a barrier by health authorities, so that that could be enabled and that has resulted not just in in our services being able to meet the needs of people, but also across the whole of the Emirates and I think that's been a real positive change. And hopefully governments and regulators will see the need for that, and many have reduced some of the administrative burden around healthcare services across the world and I think that that will hopefully stand us in good stead and it'll be interesting to see how that develops over time and whether some of that rebalances and more regulatory barriers than get put back into place once we're out the other end.
(18:37) Yeah Just going to agree with, with Hemal there and just say I think the real test of this will be one way or two, three years remote hopefully from the sort of dying out of this pandemic and seeing which of those changes are sustainable, you know, for example, there's been some movement in the US around delivery of more services, health services, that would previously have been physical delivery only into a virtual environment. We've seen the advent and the real growth around things like virtual physiotherapy and we know that MSK claims are you know amongst the highest in most insurance companies’ books. And so if there are good solutions that can be delivered virtually and consumers want to use them and they get clinical benefit from doing so. I think the key test then will be government's then you know as Hemal said, be able to tick the box and say actually these are good for the long term? And I think we may see then, even more engagement from customers patients rather earlier on in the process, in the preventative sphere rather than necessarily the, the treatment of acute and chronic conditions so I think it would be really interesting to see how this develops over time.