Patient Experience Day Two: Thursday, 1 October 2020


Dr Sianna Panagiotopoulos - Manager, Office for Research, Austin Health

Dr Sianna Panagiotopoulos

Manager, Office for Research
Austin Health

10:30 am - 11:00 am Keynote presentation: How Ramsay Healthcare Redesigned their Operating Model with the Patient at the centre

Over the last 18 months, Ramsay Healthcare completely redesigned their operating model via a network approach to achieve greater patientcentricity, consistency and standardisation of care across more than 70 hospitals in their network.

Learn how to:
  • Pilot new models of care that place patients at the centre, allowing them to interact with the services in new ways; for example, introducing virtual technology to enable remote rehabilitation and resigning processes in midwifery
  • Strategically roll out the approach by optimising your core business before diversifying into adjacent markets
  • Respond to the changing healthcare landscape from a healthcare provider perspective by supporting staff throughout the transition

11:00 am - 11:30 am How Epworth Healthcare’s Telemedicine Discharge Solution is Improving the Discharge Process and Experience for Clinicians and Patients Alike

Prof. Nilmini Wickramasinghe - Professor Digital Health & Deputy Director Iverson Health Innovation Research Institute, Swinburne University of Technology & Epworth HealthCare
Discharging patients is an important part of the patient experience. If patients experience a poorly executed discharge process, this can negatively impact their whole acute care health experience. Moreover, a poorly implemented discharge can also be a frustration for clinicians and other hospital staff. To address this, Epworth Healthcare is trialing a telemedicine discharge solution that allows clinicians to discharge patients remotely in a private hospital environment.

Learn how to:
  • Use telehealth to streamline the discharge process and improve patient experiences thereof
  • Pilot the technology to demonstrate proof of concept, with Epworth trailing with first 20 then 100 patients before commencing the full implementation
  • Implement a point of care system at the bedside to create a more seamless discharge experience

Prof. Nilmini Wickramasinghe

Professor Digital Health & Deputy Director Iverson Health Innovation Research Institute
Swinburne University of Technology & Epworth HealthCare

11:30 am - 12:00 pm Solution Provider Session

12:00 pm - 12:30 pm Consumer Advocate Spotlight: How to Engage in Meaningful Relationships with Health Consumers in Co-Design to Ensure Quality Outcomes and Experiences

Harry Iles-Mann - Patient/Consumer Advocate and Consumer Reference Lead, Australian Digital Health Agency
Co design with consumers will substantially improve the functionality and usability of technology and EMR.

Learn how to better engage consumers to:
  • Ensure your interface with end users contributes value and meaning to their healthcare management, with insight into how customers collaborate with the ADHA to get the outcomes
  • Leverage more opportunities from co-design and core principles from a health consumer’s point of view
  • Build respectable working relationships with consumers by treating each other as equals
  • Counter challenges in co-design, with all these learnings applicable to any digital health circumstance

Harry Iles-Mann

Patient/Consumer Advocate and Consumer Reference Lead
Australian Digital Health Agency

12:30 pm - 1:00 pm The Art and Science of Measuring What Matters to Patients from a Global Perspective

Rabia Khan - Head, Commissioned Research & Engagement, The George Institute for Global Health
Putting people at the centre of health systems has gained momentum across the globe. At the core of people-centred care is our ability to systematically collect data on what matters most to patients.

Some health systems have started the journey of measuring what matters to patients. Hear how a number of countries and health systems have approached this.

Learn about the key lessons that are critical for getting started in measuring what matters to patients:
  • Take a problem-driven approach— The best practices emerged as responses to specific problems and this is often why they succeeded
  • Have a clearly defined purpose for measurement — Needs to be agreed upon by all stakeholders & how the information will be used
  • Focus on outcomes and experiences that matter to patients by asking and involving them — Patients have been involved throughout the development process in only 7% of PROMs development

Rabia Khan

Head, Commissioned Research & Engagement
The George Institute for Global Health

1:00 pm - 1:30 pm Project case study: How Healthcare NSW Patient Transport Service (PTS) reduced onscene non-emergency transport cancellations by 54%

Vanessa Allen - Nurse Manager Patient Flow, HealthShare Patient Transport Service NSW
In 2018, HealthShare NSW Patient Transport Service (PTS) collaborated with the NSW Ministry of Health and Patient Flow Collaborative Group to improve the quality and efficiency of non-emergency transport for NSW patients. The project saw a reduction of up to a 54% of on-scene cancellations, a 7-minute reduction in turnaround time at the Westmead and St George hospitals, and continues to be rolled out across NSW Local Health Districts with a 20% reduction in on-scene cancellations over the three month period.

Learn how they:
  • Created a tool kit for staff to ensure appropriate and accurate information is entered when making a booking request via Patient Flow Portal; a NSW Ministry of Health tool
  • Developed a consistent approach and set expectations among staff and patients to ensure enhanced knowledge of system workings and reduce anxiety and frustration
  • Improved transparency with the development of reporting tools that allow staff to visually see trends for on scene cancellations; this enables them to proactively address issues affecting patient transport and flow in the moment

Vanessa Allen

Nurse Manager Patient Flow
HealthShare Patient Transport Service NSW

Poor health literacy is closely linked to poor patient experience and health outcomes, yet 60% of health consumers lack the ability to use, understand and adhere to the health information provided. Health literacy is important for healthcare consumers because it affects their capacity to make decisions and take action to manage their health and health care. Hear how the Illawarra Shoalhaven Health District (ISLHD) has taken a governance and systems approach to ensure the information provided is meeting the needs of their consumers, by:

  • Partnering with consumers to implement a system-wide process to review and develop health information in plain layman terms
  • Using tools to improve consumer engagement and provide information that is appropriate to their needs via the patient information portal, health literacy ambassadors and change management
  • Analysing the impact of the organisation-wide approach, which is proven to have improved patient experiences by making patient information easier to understand and use

Fiorina Mastroianni

Health Literacy and Diversity Health Manager
Illawarra Shoalhaven Local Health District


Dr Danielle Marie Muscat

Post-Doctoral Research Fellow and Westmead Lead
Sydney Health Literacy Lab

When it comes to revolutionising medicine and technology, patient and clinical engagement is an increasingly important aspect of successful clinical trials. In order to improve health outcomes, organisations must amplify their focus on the patient experience and aim to incorporate the consumer voice.

Hear from patient advocates and consumer consultations about:
  • Their role and expectations to help you form meaningful partnerships
  • The importance of greater collaboration throughout the patient experience process
  • What a good partnership might look like, with strong relationship building at its core
  • What technologies can support self-care and foster greater engagement between the healthcare professional and the patient

Jeffrey Woods

National Patient Experience Manager
Healthscope Operations Pty Ltd


Tanya Hall

Chief Executive Officer


Sharon Winton

Chief Executive Officer
Lymphoma Australia


Louisa Dent Pearce

Corporate Consumer Consultant
Healthscope Operations Pty Ltd


Deborah Sims

Patient and Director of Advocacy
Lymphoma Australia

2:30 pm - 3:00 pm Patient Spotlight: A first hand patient recount of being part of an Australian first clinical trial

Alan White - Author, Counsellor and Men’s Health Advocate
As a prostate cancer survivor, being on active surveillance for 10 years and subsequently robotic surgery, Alan empathises with and empowers men living with a prostate cancer diagnosis.

This has led Alan to be an active consumer advocate at Peter MacCallum Cancer Centre for the last 8 years on the NAVIGATE trial. Along with 3 other major research projects on prostate cancer culminating in the NHMRC funded trial of an online decision aid (DA), NAVIGATE, designed by men for men diagnosed with low risk prostate cancer (LRPC).

In assisting men and their partners, in making management decisions consistent with their values and expectations of the treatments available.

Learn about how the program will:
  • Increase the uptake of AS being the first line of management option for LRPC
  • Increase preparedness for decision making
  • Reduce decisional conflict and regret
  • Increase decisional satisfaction
  • Improve the quality of men’s illness

Alan White

Counsellor and Men’s Health Advocate