Any successful business can only be sustained by the continuous “win-win” outcome of the provider-consumer interaction. The health and care marketplace is the litmus test that determines not only success, survival, and advancement, but also discrepancies in the win-win balance that can deteriorate the relationship and portend for failure. This is particularly true in an era where the patient (customer) experience is growing in importance in hospitals, general practices and allied health providers. Consumer-directed care is also embedded in the funding structures for the aged care sector as well as…
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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,…
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…
Posted in Customer Experience, Health Business, Patient Experience Tagged with: Australian healthcare, customer experience, healthcare, patient engagement, 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…
Top 5 Painful Mistakes of Health Tech Companies (and how to avoid them!)
In my last 20 plus years involved in health and technology innovation, I’ve experienced many successes and failures commercialising new, innovative products and services into health markets. Even the failures were huge learnings and eventually became my biggest successes as they formed the foundational building blocks of my future business growth. Failures are indeed a founder’s launchpad upon which new health technologies can be adopted into the marketplace. It is a true privilege to be able to create something that is ultimately used by a patient or consumer of health…
Posted in Health Business
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…
How To Eliminate Overwhelm and Frustration When You’re a Busy CEO
Having spent 20 years across various ‘busy’ roles from being medical doctor, senior corporate executive at Pfizer, technology entrepreneur and eventually in the CEO role my 3rd successive company, I’ve engaged with many fellow CEO’s and studied their behaviours in life and work. I found that the successful ones had some common traits and the ‘unsuccessful’ ones had some common traits too. Success is defined by an individual, but for CEO’s or Political leaders this is also defined by their boss, shareholders, employees, customers or constituents. Nonetheless, CEO’s are constantly…
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