Patient Experience Agency

03/09/2026

Are you joining us for the second webinar in our Data, made meaningful webinar series?

What you can expect to walk away with after Webinar 2:

✓ A practical way to sort what patients tell you — what they want to do, how they're feeling, and the friction the system itself creates.
✓ A real multidisciplinary case study — physio, pharmacist, dietitian — including the patients whose scores didn't move.
✓ A simple first step you can try on your own data this month.

One week to go. Wednesday 9 September, 12–1pm AEST. Free, online, recorded.

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

01/09/2026

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

30/08/2026

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

27/08/2026

For many years, healthcare has been largely focused on the concept of patient-centred care. But modern healthcare organisations are now moving beyond this concept. Find out why yours should too.

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.

25/08/2026

The secret is out! Growing your practice using a patient-led approach is the future of healthcare.

Request your free copy of 'Patients for Life', written by Patient Experience Agency co-founder and one of Australia's most respected authority on patient-centred growth strategies, Shelley Thomson, and find out how this approach can generate up to five times more revenue for your practice.

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

23/08/2026

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

20/08/2026

Have you been hearing the term, "value-based health care" but not sure what it really means? Check out this fundamentals blog to learn the basics of how value-based health care differs to how you may be delivering your care currently.

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?

18/08/2026

Insight is the easy part. Turning it into action is where it counts.

Webinar 2 · From Insight to Action is about the gap most teams fall into: you've seen the signal, and then — nothing changes.

We'll work through a real multidisciplinary case study, and a simple, repeatable way to turn a patient-reported measure into a concrete change in care. You'll leave with an approach you can try on your own data this month.

Wednesday 9 September, 12–1pm AEST. Free, online, recorded.
Register here: https://bit.ly/4znLhE1

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.