Better experiences.
Better outcomes.

Empowering health practices to learn and implement value-based health care and partner with your patients to deliver meaningful outcomes.

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What we do.

We help you take your patient experience to the next level. 

We bring over 30 years of experience helping practice owners, managers and providers incorporate patient insights and lived experiences into their care journeys. Our range of learning and 'how to' services makes embracing patient experiences and outcomes easier and faster than going alone.


Our simple online courses and webinars are designed to demystify the fundamentals and make implementing improved patient experiences (PX) and outcomes easy.

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Custom Workshop

Have a larger team or need more specific guidance on how to navigate your journey to improved patient experiences (PX)? Our custom workshops could be for you.

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Improving patient experiences and measuring outcomes is our passion - one we love to share.  Find out about having us speak at your next conference or event or as a guest on your podcast.

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Consulting & Coaching

Our consulting and coaching services support organisations with patient journey mapping, PX strategy and improvement initiatives, patient engagement and insights and much more!

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Free resources to help you on your journey to improved
patient experiences.

Free Kickstarter Webinar:
Mastering Patient Feedback, Compliments & Complaints.

Understand how to respond to patient feedback, compliments and complaints and transform them into opportunities for patient experience improvement in your practice.

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Free Kickstarter Webinar:
Australian Health

Watch our free on-demand Kickstarter webinar - Australian Health Reform: What it means for you and your practice and understand what you need to do to be reform ready.

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Free Kickstarter Webinar:
Unlocking the Power of
Patient Journey Mapping

Understand what patient or customer journey mapping is and how it has become a valuable tool to help involve patients in the design and delivery of care services.

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Free Kickstarter Webinar:
Demystifying PROMs and PREMs.

A free on-demand webinar where we step you through the basics of PROMs and PREMs (Patient-Reported Outcomes and Experience Measures).

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Free Book: 
Patients for Life

Request your free copy of Patients for Life today, written by Patient Experience Agency Co-founder and respected patient experience growth strategist, Shelley Thomson. A must-read for healthcare professionals.

Request a copy

Free Information Session:
Developing your PX Strategy

Understand how our Developing your PX Strategy program can help your organisation  partner with your patients to build and implement a modern, patient-driven, outcomes-based service delivery model.

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The Patient Experience Agency Difference.

Hi. We are Jill Holmes, Shelley Thomson and Dana Ronan. As the co-founders of Patient Experience Agency, we bring a combined 65 years of customer, patient and clinical experience to helping health care organisations and practices like yours to drive growth through improved patient experiences and an outcomes-based approach.

Our philosophy is simple: Better Experiences. Better Outcomes.

What does that mean? We know that partnering with your patients to understand what truly matters to them - respecting their voice as part of how you run your clinic or practice -  delivers better experiences and outcomes for everyone. Not just your patients and their care circle but your staff, your practice and you.

How to achieve that is not always clear. We can help demystify the jargon and share the experiences from inside health care and the broader service industry, who are setting your patients' expectations of the experience. We have distilled what we have seen work well into simple, practical and action-orientated learning designed for health care professionals like you. Upskilling focuses on what you need to make a difference in your patients' experiences and outcomes.

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Not sure where to start?  

Measure the PX maturity in your practice and chart your own course to PX improvement.

Any successful journey has a start and an end. And your journey towards improved patient experience (PX) is no different. But how do you know where you're starting from?

That's where our free PX Maturity Indicator assessment comes in. In a series of questions about how your practice operates now, we deliver a real time results report that benchmarks your organisation's current PX maturity and provides simple, practical recommendations on how you can start making improvements to your PX today.

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We have delivered programs and presentations for...

What you can expect from our courses.

At Patient Experience Agency, we are all about keeping things simple and answering all the basic questions you might have been too afraid to ask.

No matter whether you select one of our introductory Kickstarters or our signature PX Accelerator, you can always count on three things:

Jargon Explained

We demystify the buzz terms around topics and explain it in simple, plain language. If you still have any questions, you are always welcome to contact us or join our community of fellow learners who can support you to to help find your answers.

Short, Sharp Micro Learning

Who has the time or concentration for a 20- minute video? Not us. We deliver all our lessons in short, micro learning bursts which don't last more than 8 minutes each so you can watch them in your coffee break or on your daily commute!

Practical Next Steps

We've all done courses where the information you learn is great, but you have no idea what to do next, right? We've made sure our courses offer practical actions you can take to apply your knowledge and start making real improvements to your patient's experience.

Get started with our free Kickstarter webinar today.

Australian Health Reform: What it means for you and your practice.


Complimentary Kickstarter Webinar

In less than 40 minutes we cover:

  • Health Reform: What's Changing?
  • What is Value-Based Health Care?
  • Partnering with your Patients
  • Measuring Outcomes That Matter
  • What's In It For Me? and Taking Your Next Steps

The webinar includes a downloadable Kickstarter guide which outlines that the 3 key shifts your practice needs to make to be reform ready and provides simple, practice information you can use to get started today.

Watch the webinar now.

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Get some handy tips for your practice on our blog.

The Fundamentals of Patient Journey Mapping

The Business Case for Developing Your PX Strategy

Five things healthcare can learn from Taylor Swift

View all blogs

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Patient Experience Agency acknowledges the Traditional Owners of country throughout Australia and recognises their continuing connection to land, waters and community. We pay our respects to them and their cultures; and to elders both past and present.