Blog Archives

The Process Manager, Efficiency Manager or the PX Champion – Which Type Are You?

A lady walks into a hospital. She winces, rubbing her arm then kneading it gently. She approaches reception. She sighs and scribbles what she needs to on a form and is then motioned into the waiting room. She scurries up when she hears her name and disappears into a consultation room. Two days later, she walks out to a waiting car outside the hospital. She’s not rubbing her arm anymore. If you ask a hospital manager what they think about the above scenario, and their focus is process rather than

Posted in Healthcare Policy, Patient Experience Tagged with: , , , , , , ,

Election Policies Need to Put Patients First

The Australian Federal Elections are drawing near. The Conservatives and the Labour Party are once again pitching their wares – fighting it out on who has the best health policy. Amongst the spouted sales spiel and all its nation-centric statistical data, the patient’s (what the policies are/should be ultimately all about) voice is lost. A recently released book on ‘Patient-Provider Communication’ (Blackstone, Beukelman and Yorkston, April 2015), noted ‘that patients, health care providers, policy makers, and researchers live in nearly parallel universes with differing incentives, access to data and information,

Posted in Customer Experience, Healthcare Policy, Patient Experience Tagged with: , , , , , , , ,

Are we Ready for One Standard Measure of Patient Experience across Australian health?

Most recently, I had the pleasure of being invited to speak at the Improving Healthcare International Convention 2015 on the topic of Patient Experience case studies from the NHS, UK. There is a growing body of evidence on patient experience measurement and linking financial incentives to them are starting to influence the thinking around patient experience measurement and improvement in Australia. The last week I was having coffee with Michael Greco, the CEO of Patient Opinion in Australia. Patient Opinion is a website developed in the UK where patients can

Posted in Health Business, Healthcare Policy, Healthcare Promotion, Patient Experience 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

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

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: , , , ,

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

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

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: , , , , , , ,

Wellness Bloggers and the Gaps in the Health System

I was approached by an ECU Daily journalist a couple of weeks ago in regards to the Popularity of controversial Wellness bloggers like Belle Gibson is a side-effect of major gaps in health system. See below some insights I shared with Danielle Austin of ECU Daily: How should Consumers approach Wellness Information on the internet? Consumers should exercise a degree of care when looking for wellness information online. Whilst this is the predominant method of research for the vast majority of people these days, it is much harder to make a

Posted in Complementary and Alternative Medicine, Healthcare Policy, Wellness 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: , , , , , , , ,

‘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




  • 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.


  • 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
Get your FREE copy of the Future Solutions in Australian Healthcare
Full Name
Email *
Get your FREE copy of the MES Experience Report
Full Name
Email *

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 *
Full Name
Email *
Full Name
Email *
Full Name
Email *