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

Patient Experience Training Goes International!

I recently had some exciting days in Kuala Lumpur, Malaysia – delivering a highly interactive 2-day workshop to patient experience leaders representing a range of roles and organizations. We had hospital executives, senior management, doctors, nurses, finance managers and board members, marketing and customer service staff from key private hospitals across the Malayan Peninsula and as far as Sabah and Sarawak. We showed participants how to use Energesse’s 6E Framework – to measure, improve and evolve patient experience in hospitals and healthcare providers. Of particular interest to participants was how to

Posted in Patient Experience

The Return on Investment on Empathy in Measuring Patient Experience

Empathy in healthcare is both a traditional concept as it is a new-age buzzword. That’s because it has never lost its importance as a legitimate element of a patient’s healing process. Simply defined, empathy is the capacity to walk in the shoes of another. Essentially, the ability to understand, appreciate and relate to someone else’s emotions. There is more chatter in the industry now about defining, teaching, learning and measuring empathy in healthcare than there has ever been. Making emotions a visible part of your (formal or informal) measurement validates

Posted in Patient Experience

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

Can Virtual Reality Tech Change the Patient Experience?

Virtual reality technology brings new meaning to the phrase ‘walking in one’s shoes’. If clinicians and non-clinicians could truly experience what it is like for patients with conditions like dementia and Alzheimer’s, think about how much more empathy would ensue in a hospital and the transformations that would result. Watch this video of my chat with Liam from Opaque Interactive.                          The Energesse Experience Survey                       Thank you to those who filled

Posted in Patient Experience

Australian Healthcare Firm Energesse To Enter Malaysian Market

KUALA LUMPUR, Jan 23 (Bernama) — Australian healthcare technology firm, Energesse, is making its debut in Malaysia after a successful foray into the United Kingdom (UK) and the United States (US). Energesse was founded in 2012 by Chief Executive Officer, Dr Avnesh Ratnanesan, a Malaysian national. He said among the solutions that Energesse had in mind for the Malaysian market is the Membership Engagement Services (MES) Experience software platform which collects patient feedback and reports in real time. This enables front-line staff to manage complaints and respond quickly. The technology

Posted in Patient Experience

Western Sydney Local Health District launches Australian-first Patient Survey

  Feedback from patients, carers and their families staying in some of western Sydney’s busiest hospitals can now be offered and addressed in real-time via a new Australian-first digital platform. Western Sydney Local Health District (WSLHD) is now running the My Experience Matters survey using cutting-edge feedback technology, allowing staff to instantaneously analyse patient experiences in their hospitals.   The survey, which was officially launched at Westmead Hospital on January 17th, 2017, has already been rolled-out to some wards at Westmead and Auburn hospitals, allowing patients to provide their feedback

Posted in Patient Experience
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  • What information is being gathered on patient's experiences of services?
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