Blog Archives

Health and Care in a Capitalist Economy: Understanding Your Maturity

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

Posted in Customer Experience, Health Business, Patient Experience

Our 12 Months to Christmas

This holiday season, we have been looking back at how the years’ events have shaped Energesse and how we help our clients. There’s gratitude in everything we do, and we would like to recap our 12 months to Christmas! January: We presented our inaugural Energesse Patient Experience (PX) Awards to two well-deserving clients – Western Sydney LHD (WSLHD) in Australia and Bagan Specialist Centre in Malaysia. They achieved significant wins in progressing their organisation’s measurement and improvement capabilities, see here. February: We helped deploy the MES real-time patient feedback and

Posted in Patient Experience, Purpose, Social & Relationships Wellbeing Tagged with: ,

Outcomes from the Inaugural Australian Patient Experience Roundtable 2018

We recently held our inaugural Energesse-Beryl Institute Patient Experience Roundtable, hosted by Western Sydney Local Health District. It was an exhilarating event, with key speakers (Jason Wolf, President of the Beryl Institute, Dr Avi, CEO of Energesse and Chrissan Segaram and Katherine Maka from WSLHD) and patient experience champions exchanging invaluable ideas and solutions on staff engagement and the patient experience. Jason Wolf kicked off the event with a global perspective of patient experience and staff engagement efforts – his key message was that patient experience had moved to an

Posted in Patient Experience

How do we Engage Leaders to Improve the Patient Experience

Like many sectors, health care is going through an enormous shift. New technologies, the expectations of patients across generations, and how to engage a diverse workforce, are just some of the challenges. In terms of looking at those trends and what’s driving change, often when we think about consumers and what they’re looking for from private hospitals, they’re looking for something that’s different. Here I’m interviewing Martin Bowles, CEO of Calvary Healthcare Australia. In this interview, talk about the top factors in improving that patient experience. Click on the button

Posted in Patient Experience

Perspectives from the Patient Experience Symposium 2018

Energesse and our partner, Patient Opinion, were the major co-sponsors of the NSW Health symposium again this year. We don’t normally sponsor events but I’m never one to miss supporting our awesome clients, which are Western Sydney Local Health District and South Western Sydney Local Health District, very large health services within NSW Health. I also loved the symposium – a buzzing event full of 600 consumers, experts, clinicians and speakers passionate about the patient experience!It was a great opportunity to share our learnings in a Workshop called How to Connect

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

How to Integrate Digital Technology and the Patient Experience

Almost every technology vendor or platform provider in healthcare aims to be patient-centred or use the patient-centred term as a buzzword. Yet how do we really know that a platform is patient centred unless you actually ask a patient? Patients don’t want technology, they want solutions to their problems. Often, I have found that in working with many healthcare organisations from hospitals to clinics to insurance companies, it is often assumed that we know what patients and consumers really want in their solutions. Yet, the truth is we often either

Posted in Customer Experience, Patient Experience

What to do about ‘Internet’ Health? – A Tip on Execution

Just yesterday, I delivered a 6E Patient Experience Training Workshop at Sydney Children’s Hospital Network (SCHN). We had fantastic engagement with each of the 6Es – Experience, Emotions, Engagement, Execution, Excellence and Evolution. This step-by-step guide to implementing patient experience improvements and the 4th E, gave the clinicians very practical tips on how to execute. Here’s one. Patients can ask clinicians a myriad of questions and can present a range of behaviours, based on their background, circumstances and their interaction with health information. With the latter, Dr Google is often

Posted in Patient Experience Tagged with: , ,

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

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

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