Speaking & Facilitation.

Whether you need a conference keynote, a panelist, a podcast guest, facilitators for a workshop or an inspiring speaker to engage your team, the Patient Experience Agency team have you covered. 

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Keynote and Panel Speaking

About Shelley Thomson.

With more than 30 years of health industry and clinical experience, Shelley is a patient experience advisor, author of Patients for Life and accomplished expert keynote speaker and panellist.

Shelley's healthcare journey began as a nuclear medicine technologist at Royal Melbourne Hospital in 1986, before she branched into ultrasound, working both in a clinical setting and then in a commercial one - in clinical applications, business development and leadership roles with ATL, Philips Healthcare and Sonosite point of care ultrasound.

Following stints in retail, where she estalished her own gourmet food business and then later helped retail organisations transform their customer experience through her Retail 360 consulting business, Shelley founded healthcare consulting business Experience 360 in 2017 to bring together her passions for healthcare and customer experience and work with healthcare businesses to help guide them on their journey to a patient partnership and outcomes based model of care. 

Building on these foundations, she then joined forces with two of her sisters, Dana Ronan and Jill Holmes, who also shared a passion for customer experience, to establish Patient Experience Agency in 2022 to provide practice owners, managers and healthcare professional with simple and accessible learning resources which support their shift to better patient experiences.  

Event Speaking Topics.

Shelley Thomson is a popular and well-received keynote speaker at events. Shelley's unique talent is inspiring people to deliver a first-class experience. She connects with the audience and captures attention with research-backed ideas. Attendees leave the room buzzing with energy and enthusiasm, many itching to put her unique insights and innovations into action.

Speaking topics can include:

  • The patient partnership revolution: Ready or not?
  • Hidden patient value: What practices don't recognise or measure
  • The fundamentals of value-based health care
  • How to thrive in a patient-driven world
  • The practice benefits of measuring patient loyalty
  • A national priority: engaging patients as partners in their healthcare
  • Co-design for impact: utilising consumers' lived experience to improve quality and safety
  • Designing better health services: the power of consumer involvement


  • Driving practice growth through experience
  • The pursuit of excellence in patient experience
  • Patient experience as a competitive advantage
  • Measuring health and experience outcomes
  • Using patient experience and outcomes insights to drive continuous improvement
  • Patient-reported data: what is it and how it helps stakeholders like you demonstrate your value in delivering better health outcomes
  • Consumer co-design: an essential building block of health system leaders who strive forĀ continuous improvement of service quality

Or we can tailor a presentation topic to suit your specific requirements or event. Simply get in touch below.

Get in touch today

Shelley has presented for: 

Shelley wrote Patients for Life to help healthcare professionals grow their practice using a patient-centred approach.

In this ground-breaking book, you'll discover:

  • Why your practice must adopt a patient-centred model
  • Common myths healthcare professionals often have about patients, reducing complaints, and what makes a practice successful
  • How to deliver a consistent and excellent patient experience by aligning your entire team
Request your free copy here


Workshop Facilitation & Specialist Training

Supporting you to bring your patient experience vision to life.

Patient Experience Agency can help you plan and facilitate any specialist workshops, masterclasses or webinars in key patient experience and value-based health care topic areas, including:

  • Designing your roadmap to deliver seamless patient experiences
  • The fundamentals of patient journey mapping
  • How to partner with consumers
  • Developing patient segments and personas
  • Identifying and using patient reported measures 
  • The value-based health care change journey
  • Using PROMs to track outcomes and continuous improvement
  • Design thinking for healthcare

Any of our online course topics can be delivered in person for your team or we can work with you to develop workshops or training tailored to your organisation's particular needs.

Our team are specialist Design Thinking workshop facilitators so we bring this approach to all our workshops to ensure collaboration and input is encouraged from all your key stakeholders.

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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 speaking or facilitation today.

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