Hello.
We are Shelley, Dana and Jill and together we make up the Patient Experience Agency team.
We may have all come from different career backgrounds but we share the same passion: creating high quality patient experiences.
Our Story.
We are three sisters who, although all having spent significant parts of our careers in different sectors - from healthcare to tourism, sport and retail - have dedicated our careers to understanding customers and what it takes to deliver positive experiences for them.
But when it came to health care, we were all frustrated by the sub-par standard of customer experience and engagement we were receiving as patients. Long wait times, one-size-fits-all care, poor communication, fast and impersonal consultations, a lack of digital convenience, no tracking of success - these were all things that would lead to customer churn in any other industry we had worked in, yet somehow we had come to expect, and in many cases, accept, that this was the norm when dealing with the health system.
We knew something needed to change. So we came together to create Patient Experience Agency with the mission to take the amazing experiences and digital transformation we had seen in other industries and create simple, easy-to-follow learning resources that would help health care professionals deliver world class health care experiences in their own practices.
Most of all, we are determined to show health care professionals that better outcomes for everyone starts with improving the patient experience.
Our Mission.
At Patient Experience Agency, we identify as 'agents of change' in the health sector.
Our mission is to change the approach of healthcare providers towards delivering exceptional patient experiences.
We want to see a healthcare sector in Australia that works in partnership with its patients, embraces a team-based, data-driven approach, constantly monitors experiences and outcomes, and uses patient insights to continuously improve.
We aspire to collaborate with innovative, patient-centred healthcare providers who are enthusiastic about designing patient-centric healthcare experiences that prioritise the patient's health outcomes and needs.
Our vision is to witness a healthcare sector that is as patient-focused and innovative as other sectors.
Giving Back
Our priority is to contribute to improving community health outcomes. We aim to disseminate our expertise as extensively as possible, including to community health organisations and professionals who may not have the resources to access it otherwise. To achieve this, we have initiated a program to donate access to our Developing your PXĀ Strategy courseĀ to one community health care professional for every 15 courses purchased. By doing so, we aspire to assist them in improving patient outcomes and experiences within their practice. Your support will help us achieve this goal.Ā
Meet Our Team.
Hi. I'm Shelley.
I've been working in the healthcare industry for over 30 years now, and I've seen a lot of changes over the years. I started as a nuclear medicine technologist and diagnostic sonographer and later moved into clinical applications and business management.
After a brief stint in the retail industry, I became frustrated with poor customer experiences. I started a consulting business to help retail organisations improve their customer experience. This eventually led me to expand into patient experience consulting within healthcare.
I'm proud to say that I've authored a book called "Patients for Life", which helps healthcare leaders transform their practices by improving what matters to patients. I believe in partnering with patients, using value-based delivery models and measuring success based on impact and outcomes. I love sharing knowledge and experiences with others through keynote speaking and co-facilitating patient experience workshops with consumers.
Hi I'm Dana.
I've been working in marketing, communications and business strategy for over 25 years now, and it's been an incredible journey. I've had the privilege of holding senior leadership positions at some amazing companies like Tourism Australia, Discovery Holiday Parks, and Australian Pacific Touring.
I've always been passionate about technology and how it can transform industries and I've been lucky enough to be at the forefront of digital transformation in travel, hospitality, manufacturing, and ecommerce since the early 2000s. It's been incredible to see the impact that these changes have had on customer experiences and I love bringing these insights into the health sector to help practices transform the experiences for their patients too.
I've also been involved in various tourism board roles with organisations like Voyages Indigenous Tourism Australia, where I've developed a deep passion for the role that sustainability plays in building deep customer connection and engagement and I am equally passionate about spreading this message across health care as well.
Hi. I'm Jill.
In the last 20 years I've had the opportunity to work in digital marketing, customer loyalty, marketing automation and CRM in a range of industries, including sports, retail, e-commerce, software, health and wellness. During my career, I've held digital marketing and consulting roles at organisations like Cricket Australia, Melbourne Racing Club, Angus & Robertson and Marketplacer and have been lucky to have been a part of some of the most innovative customer and fan engagement initiatives Australia has to offer.
My passion lies in all things data and automation. I believe that using customer data and insights is essential to creating targeted, personalised customer journeys that drive results. I love working with clients to help them interpret their patient data and operationalise patient experience strategies that continuously improve outcomes over time.
Nick Ingold, Director
Garran Medical Imaging
"Shelley brings an experienced, fresh approach to the patient experience world and shares her wealth of experience secrets - this allows businesses to create experiences that patients love, and helps our practice and team thrive.”
Jo Saccasan, Finance & Business Manager
Karinya House for Mothers & Babies
"Shelley worked with us to develop and co-design an important project which detailed the journey women experience as they rebuild their lives from homelessness to independence. Entrusting this sensitive work to Shelley was reflective of her integrity and experience. She demonstrated a deep and respectful understanding of the trauma histories of the women we walk alongside."
We have developed workshops, strategies and presentations for...
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