COVID-19 And The Impact On Patient Experience

COVID-19 And The Impact On Patient Experience

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...
Running A Clinic Isn’t A Game

Running A Clinic Isn’t A Game

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...
What The Tiger King Can Teach Us About Patient Experience

What The Tiger King Can Teach Us About Patient Experience

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...
Happy Staff = Happy Patients

Happy Staff = Happy Patients

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...
The Flexibility Factor in Patient Experiences

The Flexibility Factor in Patient Experiences

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...
The Cost of Exceptional Patient Experience

The Cost of Exceptional Patient Experience

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...