Empowering clinicians to
deliver care that connects.
Delivering personalised care through courses, training,
personalised coaching and implementation.
Trusted by organisations across the health, aged and disability care sectors.
Experts in Experience-Driven Care.
Patient Experience Agency (PEA) is an Australian health consultancy and human-centred design firm transforming how care is delivered. Founded by Jill Holmes, Shelley Thomson and Dana Ronan, PEA brings together deep healthcare expertise with digital and customer experience insight to help clinicians and organisations achieve better patient outcomes.
Our guiding principle, Better Experiences. Better Outcomes, underpins everything we do. By partnering with patients, listening to what truly matters, and embedding their voice into care delivery, we help create systems that serve patients, clinicians and organisations alike.
As agents of change, we are shaping a healthcare future that is patient-led, data-driven, and outcomes-focused, one where every experience drives measurable improvement across quality, satisfaction, and performance.
What we do.
Online Courses
Our online courses simplify the fundamentals and support clinicians to improve patient experiences and outcomes, with flexible, self-paced learning.
Consulting & Coaching
Personalised consulting and coaching across patient journey mapping, PX strategy, consumer engagement and improvement initiatives.
Premium Coaching
For clinics and organisations looking to implement standardisation across care and liability - through our leading PROMs & PREMs courses, procedures and change management toolsets. From coaching and advising to complete done-for-you solutions.
Book a 30-minute discovery session to find out how we can empower your team to deliver care that truly connects with your patients.
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Understand the shifting landscape in healthcare.
Free Webinar:
Unlocking the Power of Patient Journey Mapping
Explore what patient journey mapping is, how it works and why it is gaining popularity in healthcare as a valuable tool to help healthcare leaders and professionals involve patients in the design and delivery of care services.
White Paper:
Accelerating Value-Based Care through Personalised Practice.
This white paper shares key insights from a pilot delivered by Patient Experience Agency in partnership with Allied Health Professions Australia (AHPA) to practically support allied health practitioners in shifting from volume-based models to more personalised care.
Free Webinar:
The Power of
Personalised Care
Is it really possible to deliver personalised care for each patient in a busy practice? In this enlightening webinar you'll discover how delivering personalised care at scale is not only achievable, but can dramatically enhance outcomes for your practice and your patients.
Get some handy tips for your practice on our blog.
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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.
