Blog Archives

How do we solve future health workforce needs with digital technology?

Over the past few months, a number of organisations across the healthcare ecosystem have engaged Energesse to help overcome challenges with the common theme of ‘needing to do more with less’.  It is unsurprising terminology for players in health system that is undergoing increased service demands but increasingly scarce funding supply. Hence we’ll be covering this in our Executive Breakfast in Melbourne in a few weeks. The interesting fact is that this common problem emerges whether I’m speaking to a hospital CEO, a healthcare recruiter, a pharmaceutical industry executive or

Posted in Health Business, Health Insurance, Patient Experience

Health Insurance customer retention – Constructive feedback from our readers

Since the release of our Health Insurance Customer Experience White Paper, we’ve had thought-provoking engagement from health insurance providers, aggregators and customers. These insights uncovered more ‘devil in the detail’ to complement the comprehensive knowledge base in the White Paper. In terms of observations with customer retention, several funds have had to introduce policies with exclusions, sub-limits and changes to the limits due in order to lower prices and make them more affordable. However, when customers find out later that these changes did not meet their initial expectations and then

Posted in Customer Experience, Health Insurance Tagged with: , , , , ,

The Importance of Patient Experience – More than Comments on Hospital Food?

The last 2 weeks was a great opportunity to share much the latest research that we had conducted over the last 2 years on Patient and Customer Experience in Healthcare. The healthcare sector is certainly coming alive this month as I recently completed one of my busiest schedules having delivered 4 consecutive speeches at the Health Insurance Summit, the Health Informatics Society of Australia conference, an Executive Breakfast on Sustainable Patient-Centred Healthcare and the CPA Australia Health and Aged Care Sector conference. In my travels, I was amazed to learn

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7 Calamities of Call Centre Insights

We recently completed an analytics project for a major insurer, and in that process learned a number of key lessons regarding insights gained in call centres. Many of these lessons were validating our research findings that we discovered through the development of our Customer Experience and Retention White Paper which was published in May this year. As a medical doctor who has now moved into the business of ‘healing’ organizations, I found that you can check on the pulse of an organization through the behaviour of front line staff and

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Empowering Health Journeys by improving Patient Experience (PX)

Improving the Patient Experience or ‘PX’ is becoming an increasingly important objective and metric in our hospitals. While this concept has taken a while to catch on in Australia (compared to countries like the UK), it is encouraging that it is part of many hospitals’ accreditation process these days. Some health CEO’s have stated that a closer eye on PX acts as an ‘early warning system’ to pick up underlying quality and safety issues that may be occurring. As a parallel story, my 3 years developing start-ups in the technology

Posted in Health Insurance, Healthcare Policy Tagged with: , , , ,

Customer Retention ~ A ‘Complex Systems’ Problem for Health Insurers

Australia now has a relatively mature Private Health Insurance industry with 34 private health insurers and over 11 million members. The number of people with PHI has been growing steadily, with annual increases of 2.5% over the last decade. In 2014, 47.2% of the population was covered for hospital treatment and 55.2% covered by general treatment policies. The health insurance industry is expected to grow to over $21bn in annual revenue in 2015, with projections of 4-5% annual growth predicted leading up to 2020. It is now the largest individual

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Future Solutions in Customer Experience and Retention for Private Health Insurance

The ‘Future Solutions in Customer Experience for Health Insurers White Paper’ is a research paper developed to help Australian health insurers deliver greater customer experience and customer retention. This White Paper is aimed for CEO’s, General Managers, marketers, sales and customer service leaders as well as analysts, policymakers and researchers in the industry. It is a ‘how to’ guide for getting closer to the consumer from a more complete, holistic perspective in order to drive strategic and tactical decisions. Insights in this Paper were compiled from analysis of in-depth interviews

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10 Insights for Sustainable Healthcare in Australia from Sir Robert Naylor

At a recent conference hosted by the Health Services Innovation group in Tasmania, I had the privilege of engaging with a few leading CEOs and researchers in healthcare. Whilst there were many highlights, Sir Robert Naylor, the CEO of  University College London Hospitals (UCLH) was outstanding in his insights. UCLH has been ranked the 4th highest performing NHS Trust in the UK and a large part of that is due to its clinical and executive management approaches. A few key points that he made: 1.  Payors in the UK i.e. government

Posted in Health Business, Health Insurance, Healthcare Entrepreneur, Healthcare Policy Tagged with: , , , , , , ,

Medicare Review by Minister Ley needs to remove ‘Vicious Cycle’ of healthcare politics

Ministers Ley’s recently announced review of Medicare has largely been welcomed, however it remains to be seen whether it will dig ‘deep enough’. A multidisciplinary review of Federal Government payment mechanism is warranted as the current ‘fee-for-service’ model incentivises ‘doing as much as possible, for as many as possible’. This can lead to inappropriate testing, procedures, financial waste and even potential harm. A new strategy is required to break the cycle of rising costs, as demonstrated in the Future Solutions in Australian Healthcare White Paper, which interviewed 21 leading health

Posted in Health Business, Health Insurance, Healthcare Policy Tagged with: , , , , , , , ,
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‘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
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 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.

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  • 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
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