Patient Experience Agency

15/10/2026

Is your practice still stuck on patient-centred care? Our latest blog explains why it's time to move beyond and embrace a patient partnership approach for better patient outcomes.

What is patient-centred? What is partnering with patients? What is the difference between being patient-centred and partnering with patients? Why partner with patients? The five reasons why you need to move beyond being patient-centred and partner with your patients.

13/10/2026

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.

12/10/2026

What works for one patient, in one practice — how does it scale to a whole catchment?

That's what we'll cover in Webinar 3 · Across the System, the last in our free series.

We'll look at what good commissioning looks like when patient-reported measures are built in properly, hear from someone who's made that shift, and close with a live data clinic.

Bring your questions, not your data — we'll interpret a real, de-identified dataset together, on air.
Wednesday 21 October, 12–1pm AEDT. Free, online, recorded.

Register: https://bit.ly/4znLhE1

11/10/2026

James Bartholomew, Director of Nutrition & Dietetics, Logan Beaudesert Health Service, Metro South Health, shares what it was like to have Patient Experience Agency coaching alongside his team as they worked to embed a range of value-based approaches into a new service design — including PROMs, PREMs, patient engagement and journey mapping.

Because the reality is — this kind of change is hard. Most teams know what they’re trying to achieve. The challenge is embedding it into practice.

That “messy middle” — where you’re translating ideas into new ways of working, supporting clinicians to change and making it all fit into real-world workflows — is where many initiatives stall.

Our coaching is designed for exactly that moment —helping teams navigate implementation, build capability, and make these approaches part of how care is actually delivered.

If you think some coaching sessions would help you and your team achieve your value-based care outcomes more effectively, then book a discovery call with our team today: 👉 https://calendly.com/shelleythomson/30-minute-discovery-call

08/10/2026

Value-based health care isn't just a vibe. It's a fundamental shift in the way you deliver care to ensure you are delivering the outcomes and experiences that truly matter to your patients. If you are curious about how this model differs to how you currently deliver care in your practice, read on!

What is Value-based Health Care? How is Value-based Health Care different to how care is currently delivered? The characteristics of Value-based Health Care. Multidisciplinary teams. Measuring outcomes (PROMs and PREMs). Is Australia adopting Value-based Health Care Health Reform in Australia?

06/10/2026

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?

01/10/2026

Have you discovered the transformative power of lived experience in your practice yet? Our latest blog explores what lived experience is (and isn't!), how it enhances patient care and some practical tips on how to incorporate it into your practice. Find out who's leading the way in Australia! 🏥✨

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.

29/09/2026

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

27/09/2026

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

24/09/2026

Patient surveys are great, but in our opinion, every practice should be running patient focus groups. Having a deeper conversation with your patients unlocks a treasure trove of insights and opportunities to improve the experience for your patients.

So indulge us our 'Oprah moment', as today "YOU GET A FOCUS GROUP"! Well, technically you get the insights and skills to run a focus group (but let's not split hairs!), as we share our knowledge from many years of helping our clients run them in this blog: 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.