Blog Archives

Reward and Recognise Patient Experience Champions

Western Sydney’s win of the Bob Leece Award at the recent Quality Awards, is a great way to recognise those involved in transforming the patient experience in Australia. Watch this video below about the My Experience Matters Survey and the Patient and Carer Experience Team that led the way… These awards inspire and motivate staff to continue on in their journey of experience improvement but it is not the only way of recognising staff who are making a change in an organisation. Here are 5 simple ways to celebrate staff:

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

The 6 Types of Patients You Will Encounter (& How to Activate Them)

  Clinicians are often challenged with ensuring patients adhere to health advice around their treatment, medication, nutrition, exercise, and other activities. Adherence to long-term therapies by patients with chronic illness averages at 50%1. Adherence to advice on lifestyle changes can be even lower at 20-30%2. Verbal or written instructions and follow-ups are not achieving sufficient health outcomes. Communication strategies that allow a clinician to truly engage with the patient can trigger the patient into ‘activation’ i.e. self-motivated adherence, and greater involvement in their care. I recently attended a riveting talk,

Posted in 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: , , , , ,

A Conversation on Patient Experience – Lessons and Case Studies

Patient Centered Care and Patient Engagement are fast becoming buzzwords in healthcare, particularly as the belts continue to tighten and health institutions choose to invest in things that really matter. As a leading firm that specialises in the field of patient experience and health innovation, we at Energesse decided to launch a Patient Experience Channel, to complement the Patient Experience Australia LinkedIn Group that launched in 2015. Both initiatives were driven by the need for Australian healthcare professionals to connect, communicate and educate each other on how to diagnose, improve

Posted in Health Business, 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: , , , ,

Executive Guide: 16 Insights Executives Miss in their Customer Data

As both the corporate and healthcare worlds get increasingly consumed with data and analytics, there are many preventable mistakes and lost opportunities that executives experience when determining everyday decisions about their customers or patients. A common scenario is when managers make ‘improvements’ to a product or service, only to find later that their new changes resulted in financial losses, and they don’t really understand WHY. Often this is due to a lack of developing a deep understanding of customer insights from their own data or research. Commonly, what executives BELIEVE

Posted in Customer Experience, Health Business 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: , , , , , , , , , , , ,

6% Rise in Health Insurance Premiums may ignite highest lapse rates

One of the media hot topics this month is certainly the rise health insurance premiums. The second highest health insurance premium increase in a decade seems to be creating a “perfect storm” for unprecedented lapse rates in the industry. There are a number of reasons why the 6% average rise in Health Insurance Premiums may see far more consumers switch in record numbers to more favoured health insurers. ‘Industry disruptive’ switch campaigns such as Onebigswitch (backed by media conglomerate news.com.au) and the growing adoption of brokers such as iSelect.com.au, Comparethemarket.com.au,

Posted in Health Insurance Tagged with: , , , , , , , ,
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 WHITE PAPER

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