Blog Archives

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

Introduction to Patient Experience Episode 6 PX Channel

Watch Episode 6 of our Patient Experience Channel. Dr Avi gives an introduction on Patient Experience at the Healthcare Management Conference 2016 in Malaysia. Don’t forget to subscribe to our PX Channel and connect with our LinkedIn Group!  

Posted in Customer Experience, Patient Experience

Colleen Sweeney Interview Part 2 Episode 7 PX Channel

If you want to know more about Patient Experience. Watch the second part of my interview with Colleen Sweeney, PX Champion in the US! Don’t forget to subscribe to our PX Channel and connect with our LinkedIn Group!

Posted in Customer Experience, Patient Experience

Dr Avi and Edward Elmhurst Hospital Episode 5 PX Channel

Watch Episode 5 of our Patient Experience Channel Featuring Dr Avi with Dr. Tom Scaletta and Julie Danker of Edward Elmurst Hospital in Chicago, IL. Also check out www.eehealth.org/great

Posted in Customer Experience, Patient Experience

4 Tips for Deciding Your Patient Experience Survey Themes

How do you decide what to ask in your Patient Experience survey, when it could be anything and everything? Here are a few things to keep in mind: Your patients have physical, emotional and personal needs and often rely on support from caregivers. Capture enough of your patients’ need areas and don’t forget to measure caregiver thoughts. Your purpose or how you’re going to use your measurement outcomes. Ensure that you are able to relate outcomes to your KPIs. If you’re thinking about benchmarking, keep your questions aligned with best

Posted in Customer Experience, Patient Experience

‘E-Framing the Patient Journey’

Based on a True journey. A friend, on holiday in Christchurch, broke her toe. Luckily, it was her fourth toe. Unluckily, her companions were one high-maintenance 4 year old and two suitcases. It was, bluntly, crap timing. Hobbling about, she headed to a clinic. After a long wait, the nurse was brisk. Her toe was examined and it was explained to her that she would only get an x-ray if the doctor deemed it necessary. It was also explained that the reason for this is that the treatment would be

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It’s Not What You Think About Them. It’s How They Feel About You.

Walk into a healthcare boardroom and you’ll find C-suite managers poring over hard data reports, analytics that tell them that, mostly, all patients are happy with them, all KPIs have been achieved. Shimmy up to the nurse manager on duty, and you’ll find out that she’s weary but yay, three patients have been discharged (including the one with the demanding hubby), so it’s all good. Take the lift down to reception, and they’ll tell you different tales of woe and wonder. Why don’t these stories always align? After all, there

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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,

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The day “patient-centred care” became a reality in Australia

Energesse, one of Australia’s leading healthcare IT consultancies, will be unveiling the first  patient feedback technology to measure patient emotions.  The MES Experience platform has transformed the NHS, and Energesse is bringing the technology to the exhibition after trialling it with one of Australia’s largest hospital districts for the past 18 months. Dr Avnesh Ratnanesan from Energesse, together with the director of MES from London, Nick Goodman, will be showcasing the technology on stage in the Healthcare Innovation Zone at 3.40pm on 15th March. The MES Experience technology is a

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