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 survey platform at South Western Sydney LHD (SWSLHD) who gained strong traction across their hospitals including Liverpool, Bankstown Lidcombe, Bowral & District, Camden, Campbelltown, and the Oral Health Clinic. Find out more about their story here.

March: We celebrated when the Energesse-WSLHD partnership was as a Finalist for the Best Digital Transformation Project Award at the 2018 Australian Healthcare Week Excellence Awards! We continue to work with WSLHD in their patient experience efforts. We also helped Eastern Melbourne PHN (EMPHN), via their CEO Robin Whyte, her Board and executive with the further development of their Strategy and Performance framework. Our process to do this has now gained interest from other PHNs. 

April: I was honoured to be invited to be the Keynote Speaker at the Australian Telehealth Conference organised by the Health Informatics Society of Australia (HISA) – the recording of the keynote can be viewed here. I also delivered a patient experience workshop at the PXSymposia organised by NSW Health.

May: I had the opportunity to speak about how the research sector could improve Consumer Engagement at the Research Australia Speaker Series. It was great to be part of the panel with Jean-Frederic Levesque from the Agency of Clinical Innovation. Attendees came from across the Australian research landscape and were supported by the Garvan Institute and Vodafone Foundation. Great job to CEO Nadia Levin and her team for organising it.  Click here for more info.

June: I had the pleasure of interviewing Martin Bowles, CEO of Calvary Health as part of the Certified Public Accountant (CPA) Health Leaders Roundtable podcast. A few weeks later I was invited to deliver the education keynote on Strategy and Performance Optimisation to health financial leaders i.e. CFO’s and financial managers, to help them play a bigger role in strategic decisions.

We also completed the process of becoming a member of the Apple Consultant Network (ACN). We are looking forward to evolving the relationship with Apple Health and helping use Apple products to improve experiences in hospitals and other healthcare organisations in 2019.

July: We held our inaugural Patient Experience Roundtable in partnership with The Beryl Institute and WSLHD. The Roundtable helped leaders and patient experience champions understand how to make a greater impact in the patient experience movement, share learnings and network. It was great to have the President of the Beryl Institute, Jason Wolf as speaker – this was the first PX Roundtable outside of Australia! CEO of WSLHD, Danny O’Connor also delivered the opening speech on how to engage leaders in patient-centered care. Find out more here. 

We love teaching and education, so July marked the start of our hugely popular free online Energesse Master class series. We covered a range of topics on patient-centered care to help managers and clinicians on patient experience improvement and culture change and increase skills and capability.

August: We were very excited to share our Energesse Patient Experience Maturity Model – a solution aimed at identifying the patient experience maturity level of a healthcare organisation. The solution conducts a gap analysis and capability assessment on person-centered care and identifies ‘what-to-do’ to improve patient experience and progress on the maturity spectrum. It also has matrices for ‘how to do it’ i.e. actions, solutions to improve PX-centered capabilities. We are thrilled about our first use-case to a major hospital in Victoria. If you feel the PX Mate might speak directly to your pain points, just call or email us to find out more.

September: I was grateful for the opportunity to help patients with hearing difficulties as we ran an online training event on ‘Client-Centered Care’ with Australian Hearing. It was a great opportunity to share our learnings with a new segment of health professionals, clinicians and managers. 

October: We continued to expand our presence in championing patient experience movement through partnerships in IHF Brisbane and the IHI-BMJ Conference in Melbourne. We are proud to continue supporting these leading events.

November: We were at the Healthshare Expo. We also collaborated with Avent Edge for the PX Summit in Melbourne. It was also the month we delivered patient experience training to some of the top cardiologists in Malaysia, at the National Heart Institute (IJN) in Malaysia. IJN is the hospital that saved my father’s life when he went through a quadruple bypass and I count this opportunity as one of my top 5 career highlights of all time, as the cardiologist that treated my dad was actually in the training session I delivered there!

December: We were very thankful to have Nick Ryan, CEO of the Australian Aged Care Quality Agency work with us, to share learnings with the aged care sector, as we have been asked to support consumer engagement and experience improvement for aged care organisations in 2019.

Against the backdrop of these highlights, we welcomed more partridges in our pear tree! Two new employees joined us with great impact, Sharon Dayus (former ICU Nurse and eMR implementation analyst from Cambridge Hospitals Trust UK) as our Patient Experience Specialist and Charles Janoras, (Data Science from Phillipines) in our Operations team.

Energesse has had an amazing year -and it is mostly thanks to you, who are out there putting in the hard work to improve the health and wellbeing of peoples’ lives. My team and I are very grateful for your continued effort and support, and we hope for an even greater 2019, making more waves in evolving the patient experience movement!

Dr Avnesh Ratnanesan
About the Author: Dr Avnesh Ratnanesan

Dr Avi is a medical doctor with broad healthcare sector experience including hospitals, biotech, pharmaceuticals and the wellness industry. He is a leading expert who coaches and consults to senior executives, entrepreneurs, practitioners, organisations and governments.



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