Blog Archives

How is Money Wasted in Health Measurement?

Everyone knows measuring healthcare performance is important, but sometimes time and money are wasted because of how measurement is being conducted, particularly if its done as a tick-box exercise without sufficient meaningful insights to drive improvement. Here are some key 2015-2016 statistics about Primary Health Networks from the Australian Institute of Health & Welfare Report on ‘Patient Experiences in Australia’. At least 4 out of 5 Australians in all Primary Health Network areas rated their health positively, yet the percentage of Australians reporting a long-term health condition ranged from 43%

Posted in Customer Experience, Patient Experience

6 Ways to Unbungle THAT Cancer Bungle

    You would have seen the recent headlines about ‘Patients left in the dark after Federal Government secretly bungled new national cancer screening programs’, namely, a delay of 6 months of the rollout of new cervical and bowel screening programs, potentially risking thousands of lives. Let’s leave out the sensationalism and look at this case study from the lens of the 6E patient experience framework:     Experience:  There are no safeguards in the interim to counter the delay. Research conducted on 212 cancer patients in Canada has shown

Posted in Customer Experience, Health Business, Patient Experience

The Often Overlooked Clinician Element in Patient Experience

It’s not the narrow furrow of compensation plans, salary scales or allowances that keeps the doctors on the right side of patient experience. It’s the broader view of ‘engagement’ – actions that invite doctors into the fold of strategic and operational plans, perhaps training that allows them to engage fully and more effectively in their purpose or asking the right questions around THEIR daily experience at the hospital. A highly engaged clinician feels connected to their purpose and aligned to their career, their place of work, and their colleagues. As

Posted in Customer Experience, Health Business, Patient Experience Tagged with: , , , , ,

Seeds of Change from the Patient Experience and Choice Conference 2016 (Part 1)

On the 10th and 11th of October 2016, the seeds of change were sown in Australian healthcare, particularly in relation to improving patient experience and choice. Energesse came on as knowledge partner to support AventEdge, an event organizer that held a 2-day pioneering conference on how to improve Australian healthcare for all Australians. The event attracted a small group of determined stakeholders from not only Australia, but as far as Malaysia and the UK. I was proud to chair the conference and open the stage for our international keynote speaker,

Posted in Customer Experience, Patient Experience

Introduction to Patient Experience Episode 6 PX Channel

Watch Episode 6 of our Patient Experience Channel. Dr Avi gives an introduction on Patient Experience at the Healthcare Management Conference 2016 in Malaysia. Don’t forget to subscribe to our PX Channel and connect with our LinkedIn Group!  

Posted in Customer Experience, Patient Experience

Colleen Sweeney Interview Part 2 Episode 7 PX Channel

If you want to know more about Patient Experience. Watch the second part of my interview with Colleen Sweeney, PX Champion in the US! Don’t forget to subscribe to our PX Channel and connect with our LinkedIn Group!

Posted in Customer Experience, Patient Experience

Dr Avi and Edward Elmhurst Hospital Episode 5 PX Channel

Watch Episode 5 of our Patient Experience Channel Featuring Dr Avi with Dr. Tom Scaletta and Julie Danker of Edward Elmurst Hospital in Chicago, IL. Also check out www.eehealth.org/great

Posted in Customer Experience, Patient Experience

4 Tips for Deciding Your Patient Experience Survey Themes

How do you decide what to ask in your Patient Experience survey, when it could be anything and everything? Here are a few things to keep in mind: Your patients have physical, emotional and personal needs and often rely on support from caregivers. Capture enough of your patients’ need areas and don’t forget to measure caregiver thoughts. Your purpose or how you’re going to use your measurement outcomes. Ensure that you are able to relate outcomes to your KPIs. If you’re thinking about benchmarking, keep your questions aligned with best

Posted in Customer Experience, Patient Experience

‘E-Framing the Patient Journey’

Based on a True journey. A friend, on holiday in Christchurch, broke her toe. Luckily, it was her fourth toe. Unluckily, her companions were one high-maintenance 4 year old and two suitcases. It was, bluntly, crap timing. Hobbling about, she headed to a clinic. After a long wait, the nurse was brisk. Her toe was examined and it was explained to her that she would only get an x-ray if the doctor deemed it necessary. It was also explained that the reason for this is that the treatment would be

Posted in Customer Experience, Patient Experience Tagged with: , , , , ,
white_paper

‘Personal Wellness Diagnostic’

  • Designed to help you achieve high performance and wellness in all areas of your life
  • Applicable to workplace employees and leaders
  • Quick, easy and insightful tool to measure gaps and refine programs
bottom_sidebar

FREE DOWNLOAD

white_paper

 WHITE PAPER

  • Developed to help health insurers deliver greater customer experience and retention.
  • For CEO's, General Managers, marketers, sales and customer service leaders as well as analysts, policymakers and researchers.
  • Insights from representatives of 10 Australian Private Health Insurers.

FREE DOWNLOAD

MES
  • What information is being gathered on patient's experiences of services?
  • Connections between patient experience work and membership activities
  • With PX data, you will know what's working and what needs improving most
specific_information
afr
Get your FREE copy of the Future Solutions in Australian Healthcare
Full Name
Email *
By providing your email address, you are consenting to receive information from Energesse, such as articles, reports, newsletters, and other relevant communications.
afr
Get your FREE copy of the MES Experience Report
Full Name
Email *
By providing your email address, you are consenting to receive information from Energesse, such as articles, reports, newsletters, and other relevant communications.

Enter your details for the Customer Experience &

Retention for Private Health Insurance White Paper  
As featured in: afr smh biz day smh biz day smh biz day
Full Name
Email *
By providing your email address, you are consenting to receive information from Energesse, such as articles, reports, newsletters, and other relevant communications.
afr
Full Name
Email *
By providing your email address, you are consenting to receive information from Energesse, such as articles, reports, newsletters, and other relevant communications.
Full Name
Email *
By providing your email address, you are consenting to receive information from Energesse, such as articles, reports, newsletters, and other relevant communications.
Full Name
Email *
Organization
Phone
By providing your email address, you are consenting to receive information from Energesse, such as articles, reports, newsletters, and other relevant communications.