We support health, aged and disability care organisations to partner with their consumers for better experiences and outcomes. 

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Better patient outcomes start with better patient experiences.

At Patient Experience Agency, our mission is to champion the patient experience (PX) by embracing a holistic, human-centred approach. 

We begin our consulting projects by understanding your organisation’s current PX maturity using our unique PX Maturity Indicator assessment, to understand your starting point and aspirations for being more PX-driven. 

We then focus on identifying areas where your practice can evolve in order to reach your goal and build a unique PX strategy roadmap to achieve this. This approach typically includes:

  • Facilitating partnerships with your patients,¬†delving deep into their needs and identifying friction points within your current PX landscape¬†
  • Translating patient insights into actionable PX improvement strategies
  • Using design thinking processes to empower you to co-create exceptional experiences with your patients
  • Embedding a culture of continuous patient feedback and improvement in your organisation
  • Identifying and measuring the outcomes that really matter to your patients.

Our consulting services include:

  • Patient and stakeholder journey mapping
  • Patient Experience (PX) strategy and improvement consulting
  • PX learning and coaching
  • Voice of the patient programs
  • Patient and consumer insights
  • Patient engagement facilitation
  • Speaking and workshop facilitation
Contact us today to discuss how we can develop a personalised PX improvement approach for your organisation.
Get in touch today

Some of our clients include: 

Not sure where to start on your PX improvement journey?

We get it. It's hard to know where you should start when wanting to make PX improvements in your organisation. When we work with clients, the first thing we do is help them understand that you need to know where you are starting from and where you aspire to get to in order to make a plan for change.

To help understand that starting point, we have developed the PX Maturity Indicator assessment, a simple tool to measure your organisation's current PX maturity so you can identify your current state, define your end goal and understand what needs to shift in your journey towards becoming a more PX-driven practice.

So if you aren't sure where to start - take the PX Maturity Indicator assessment now and receive your own personalised results report and recommendations to help you plot a path to PX improvement for your practice. 

It's free and only takes 8 minutes to complete.

Take the assessment now.

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 patient journey our women experience as they rebuild their lives from homelessness to independence. This was an extensive piece of work, including co-design workshops, in-depth discussions, journey mapping and identifying outcomes with several women whom Karinya House support. 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. This project has been instrumental in supporting the adoption of an outcomes-based approach in our organisation, the renewal of key funding contracts, the development and successful funding of a new project and continued work on developing Karinya House's Impact Framework. We can not thank Shelley enough for her insight and assistance."

Enquire about our consulting services today.

We would love to explore how our consulting services can support you to deliver better experiences and outcomes for your patients.

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