Blog Archives

The 3 Key Steps to Cultural Transformation – You’ll want to know this!

A couple of weeks ago, I was in Denver, USA, attending the Beryl Institute Patient Experience Conference 2017. I had the opportunity to interview Dr Jeremy Blanchard, who is the Chief Medical Officer at the Language of Caring on the pre-aspects to cultural change and creating mastery in patient experience. Watch the video below to find out more! Contact me for tips on how to engage your physicians in improving patient experience! If you’re ready, call me directly. If you’re not, you can help advance the patient experience movement (and your own knowledge) by clicking on our survey!    

Posted in Health Business, Patient Experience

An Interview with Gerard Ratnam on Patient Experience

Nothing spoke to my passion more than the events that took place in the last couple of weeks. I was invited to speak at the Malaysian Cancer Care Conference in KL and was then interviewed on prime time TV about patient experience. The experiences of cancer survivors who attended the conference helped spread the word about consumer empowerment. I emphasised this key message in my engagement with both the conference and media audience – asking patients to push to get the support they need and to the health provider and clinician

Posted in Health Business, 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

Top 5 Painful Mistakes of Health Tech Companies (and how to avoid them!)

In my last 20 plus years involved in health and technology innovation, I’ve experienced  many successes and failures commercialising new, innovative products and services into health markets. Even the failures were huge learnings and eventually became my biggest successes as they formed the foundational building blocks of my future business growth. Failures are indeed a founder’s launchpad upon which new health technologies can be adopted into the marketplace. It is a true privilege to be able to create something that is ultimately used by a patient or consumer of health

Posted in Health Business

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: , , , , ,

How To Eliminate Overwhelm and Frustration When You’re a Busy CEO

Having spent 20 years across various ‘busy’ roles from being medical doctor, senior corporate executive at Pfizer, technology entrepreneur and eventually in the CEO role my 3rd successive company, I’ve engaged with many fellow CEO’s and studied their behaviours in life and work. I found that the successful ones had some common traits and the ‘unsuccessful’ ones had some common traits too. Success is defined by an individual, but for CEO’s or Political leaders this is also defined by their boss, shareholders, employees, customers or constituents. Nonetheless, CEO’s are constantly

Posted in Emotional Wellbeing, Global Wellbeing, Health Business, Healthcare Entrepreneur, Holistic Health, Physical Wellbeing

How will the Patient Experience evolve in Australia?

Australia is embarking on a major journey to put patients at the center of decision-making in the healthcare system. In order for us to understand how the patient experience landscape in Australia will change over the coming decade, we can observe the trends in the US as an example. The pioneering hospitals in the US that invested in measuring and improving the Patient Experience did so because they believed was the ‘right thing to do’. This first phase was driven by the investment of ‘early adopters’. Their leadership had a

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

You are the Patient Experience

I was fortunate enough to attend the Beryl Institute Conference on Patient Experience in Dallas TX a few days ago. The Beryl Institute is one of the leading institutions worldwide on patient experience and it seemed like over 1000 delegates were involved in the community gatherings as well as special interest communities on Patient Advocacy, Pediatrics, and Physicians. Healthcare leaders discussed elements of supportive design, University of California in San Francisco and American Academy on Communication in Healthcare and Language of Caring conducted activities on relationship building with patients and strategy maps

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

Do you know the common misconceptions in patient satisfaction?

The pulse of healthcare is now moving into a swing that smells like an Evolution, rather than a revolution. Everyone I speak to is starting to grasp the idea of ‘people power’ and frame it in the context of the healthcare system. I hear words like patient satisfaction, patient experience, consumer engagement, patient-centred care and an evolutionary term – ‘Patient and Family Centred Care’. The latter is very appropriate as we often forget that children and critically ill patients have no voice for them, and it is the families that

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