Patient Experience Agency

21/06/2026

If you’re currently working on a patient experience or value-based care initiative and feeling a bit stuck — you’re not alone.

This is exactly the point where many teams reach out. Whether it’s:
• Bringing the patient voice into your work
• Mapping journeys or redesigning services
• Implementing PROMs and PREMs (and choosing the right ones)
• Or just keeping momentum and accountability

Sometimes you don’t need a full consulting engagement — you just need the right expertise alongside you.

That’s what our coaching offers.

As James Bartholomew (Director of Nutrition & Dietetics, Logan Beaudesert Health Service, Metro South Health) shares in this video — having that support during implementation can make all the difference.

👉 If that sounds familiar, let’s talk: https://calendly.com/shelleythomson/30-minute-discovery-call

18/06/2026

In recent years, there has been a growing recognition of the value of the lived experience of patients and their carers in providing more comprehensive and patient-focused care. In this blog, we share the fundamentals of lived experience - what it actually is, how it is different to a patient voice, how it can help enhance your patients' experiences and outcomes and how you can get started with incorporating lived experience insights into your own practice.

Read here: https://bit.ly/3rhRR0f

What is lived experience? Lived experience in Australia. Lived experience of mental health. Why lived experience is important. What sorts of insights can lived experience provide? Getting started with collecting lived experience insights.

16/06/2026

Keen to learn more about PROMs and PREMs (Patient-Reported Outcome and Experience Measures)? You can access a recording of our free Kickstarter webinar on this topic on-demand here:

Join us as we share everything you need to know about Patient-Reported Outcome Measures (PROMs) and Patient-Reported Experience Measures (PREMs). Learn what they are, why you should be measuring them and how to get started with identifying the right ones to use.

14/06/2026

When you’re working on a new patient-focused initiative or designing a new service there’s always a dilemma: Do you bring in external experts to do the work or build the capability within your own team?

James Bartholomew, Director of Nutrition & Dietetics, Logan Beaudesert Health Service, Metro South Health, shares his experience working with Patient Experience Agency — and why coaching worked so well in that context.

It’s not about handing the work over.

It’s about working alongside your team — transferring knowledge, building confidence and leaving capability behind.

So you don’t just deliver a project…you strengthen how your organisation works long-term.

👉 Want to build capability while delivering real outcomes? Book a call to discuss our coaching services here:
https://calendly.com/shelleythomson/30-minute-discovery-call

11/06/2026

Does the thought of talking to a group of patients to get feedback on your practice make you break into a cold sweat? 😰 It's a common reaction we hear from clients all the time. But we guarantee that the feedback and insights you will gather and the opportunities to improve your practice you will unlock are well worth any sweatiness you might initially feel.

Running a patient focus group doesn't have to be daunting - this blog breaks it down into simple steps for you, showing how easy it can be to host these groups and tap into the treasure trove of insights that can transform your practice. 😃
https://bit.ly/3tiyNzW

What is a patient focus group? Ten steps to running a patient focus group. Top tips for running a successful patient focus group.

09/06/2026

Improving your patient experience doesn't have to be hard. Download our easy guide to learn 5 easy things you can do today to get started making improvements for your patients.

https://www.patientexperienceagency.com.au/px-download

Ready to make meaningful change to your patient experience but not sure where to start?

07/06/2026

In this video, James Bartholomew, Director of Nutrition & Dietetics, Logan Beaudesert Health Service, Metro South Health, talks about partnering with Patient Experience Agency during a period of significant change.

What his experience reinforces is this:

The hardest part of moving to value-based, personalised care isn’t deciding what to do — it’s embedding it into clinical workflows and behaviours.

That’s where many initiatives lose momentum.

Our role is to work alongside teams during that transition — building capability, supporting clinicians, and ensuring new ways of working become the norm, not the exception.

👉 If this is a challenge you’re navigating, let’s talk! Book a 30 minute discovery call here:
https://calendly.com/shelleythomson/30-minute-discovery-call

04/06/2026

Did you know that the Australian Charter of Healthcare Rights grants patients the essential right to be partners in their own care? One of the critical components to creating partnerships with patients is increasing the engagement they have with their own care journeys. Our latest blog post explores the various stages of patient engagement and some practical insights on how you can get started with increasing the engagement you have with your patients. Read more: https://bit.ly/46c2wsS

What is patient engagement? Why is patient engagement important to improving patient experiences? What are the six stages of patient engagement in health care? The impact of engagement on patient experience. Promoting patient empowerment to your patients.

02/06/2026

Have you requested your free copy of "Patients for Life" yet?

Written by Patient Experience Agency co-founder and one of Australia's most respected authority on patient-centred growth strategies, Shelley Thomson, this book is a must-read for all healthcare professionals and practice owners.

Request your copy here: https://bit.ly/45yWgdO

31/05/2026

What if reducing waitlists wasn’t about adding more clinics or clinicians…but about empowering patients to self-manage their care?

James Bartholomew, Director of Nutrition & Dietetics, Logan Beaudesert Health Service, Metro South Health, talks about what happened when his team worked with Patient Experience Agency to properly embed the use of Patient-Reported Measures (PROMs and PREMs) in their service.

Not just collecting them — embedding them.

Because when patients can see and respond to their own outcomes, something shifts: they take more ownership, make better decisions about when they need care, and engage differently.

And that’s where the system impact starts to show — better access, less pressure, more targeted clinical time.

👉 If this is where you’re trying to get to, drop us a line at [email protected] or book a 30-minute discovery call now:
https://calendly.com/shelleythomson/30-minute-discovery-call