Blog Archives

Breaking News! Winner of the Energesse Patient Experience Awards

We are thrilled to announce the winner of the Energesse Patient Experience Award (Asia)… Bagan Specialist Centre (BSC) in Penang, Malaysia Here’s a bit of background on their journey…. In August 2017, Energesse undertook a two-day 6E training session for 30 different public and private hospitals in Malaysia. After the training session, the participants were challenged with planning, developing and implementing a patient experience improvement initiative in their settings, using Energesse’s 6E Framework. In the 3 months following the training, Bagan Specialist Centre engaged the 6Es – Experience, Emotions, Engagement, Execution, Excellence,

Posted in Customer Experience, Health Business, Patient Experience

A Patient Story to Inspire You Today…

Happy New Year everyone! Hope you’ve come back refreshed from the holidays and ready to start the year off with a bang! Here’s an inspirational story to help you – with your New Year resolutions, your own personal health or your understanding of the patients and consumers you encounter everyday. I met Alana Henderson, a patient advocate, at a HISA talk late last year. A woman who had a stroke at the age of 59 (not to mention diabetes and cancer) who changed her life by project managing her health

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5 Tips to Up the Patient Experience When You’re Down on Staff

Christmas is upon us! If you’re like us, you’re probably thinking ‘Where did the year go?’ and if you’re in a high-pressured health environment, your second most immediate thought is ‘How are we going to cope with skeleton staff this season?!’ Here are some ideas on how to maintain patient experience during the silly (and scary) season:Ensuring clear communication with patients. If waiting times are going to be longer, ensure the patient is informed of this, and is updated on the wait time frequently. The ‘why’ is important – perhaps

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4 Learnings from the IHI On Culture Change

I had the pleasure of attending the Institute of Healthcare Improvement (IHI) and BMJ International’s Forum on Quality and Safety in Kuala Lumpur recently. It was a FANTASTIC two days and I learnt a great deal about the integration of patient experience and quality and safety. There was a sterling line up of speakers including Don Berwick, Helen Beavan and industry CEOs who are known change-makers in the industry. Changing organisational culture is CORE to quality, safety and patient experience initiatives. The IHI Forum certainly drove this home – watch

Posted in Customer Experience, Patient Experience Tagged with: ,

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:

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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

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

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: , , , , ,

Seeds of Change from the Patient Experience and Choice Conference 2016 (Part 1)

On the 10th and 11th of October 2016, the seeds of change were sown in Australian healthcare, particularly in relation to improving patient experience and choice. Energesse came on as knowledge partner to support AventEdge, an event organizer that held a 2-day pioneering conference on how to improve Australian healthcare for all Australians. The event attracted a small group of determined stakeholders from not only Australia, but as far as Malaysia and the UK. I was proud to chair the conference and open the stage for our international keynote speaker,

Posted in Customer Experience, Patient Experience
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