The level of impact we are seeing around the world from the effects of SARS-CoV-2 is incredible. In most of our lifetimes, we have never seen this level of disruption in everything we do. Economic systems have been completely upended, jobless rates have skyrocketed...

Many, many years ago, I used to love playing a game on my computer called Theme Hospital. In the game, you would build a hospital with its many intricacies, staff it and then operate it, treating sick patients. While the game was a basic simulation of what happens...

Unless you’re living under a rock, in a cave, on a remote island, on another planet, you’ve undoubtedly been exposed to two things in recent times. Firstly, we’ve all had to change the way we live, work, shop, and socialise because life as we know it has fundamentally...

Imagine you’ve had to go to the hospital because you’ve broken your arm. In agony, you get dropped off at the emergency department and head inside. As you approach the desk, the overworked staff are rude, dismissive and inattentive. You’re already in a crisis of your...

In the outback, Australian Aboriginals have an unfortunate set of statistics alongside their experiences. Increased vulnerability and risk of diabetes, respiratory illness, heart disease, and kidney disease are only the tip of the iceberg. Sadly, many healthcare...

One of the main objections I hear about when we start the work of understanding and uplifting patient experience outcomes is cost. Many transformation programs aren’t cheap. Changing the way in which we work, in order to change outcomes we are able to achieve, is not...

As patients leave the private health system in droves, this means that the ones who choose to stay are facing ever-increasing costs alone, carrying the sustainability of private health insurance companies in their hands and in fewer numbers. As patients end up in the...

Australia has a unique healthcare system. On one side, we have our enshrined right to universal healthcare. No one in need can be turned away and everyone will be cared for—to an extent. On the other side of this coin, we have a user-pays private system. Many choose...

With so many large, uncontrollable bushfires around the country at the moment, it's no wonder that many of us have made extra efforts to check in on loved ones. Whether it be smoke, fire, or heat—even in drought-affected areas—many of us continue to make sure that...

I was in a customer experience workshop a few weeks back. It was for a large law firm, and they had engaged an agency to help them understand their customer’s experiences. Except it wasn’t about that… instead they came in holding a premise that shook me to the core,...