-         Measuring patient satisfaction and turning insights into meaningful change

-         Being the voice of the patient at leadership level to focus on patient outcomes

-         No PX without EX – giving caregivers the tools necessary to provide 5-star experience

-         Delivering culturally appropriate and equitable care throughout the care continuum 

Katharine See

Chief Health Outcomes Officer
Northern Health

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Sally Hasler

CEO
Women's Health Victoria

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Bethan Richards

Chief Medical Wellness Officer
Sydney LHD

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Anne Marie Hadley

Chief Experience Officer
NSW Health

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As Chief Information Officer for the Cleveland Clinic, Ed led technology and digital transformation strategy and execution, developing leaders and teams to improve patient experience and engagement. In this session, Ed offers practical strategies for bolstering patient experience through shared decision-making, clear communication, simplifying complex language, and the need for simple, user-friendly digital technology. With 4/5 suggestions completely free and with proven success at Cleveland Clinic, Ed will offer practical strategies to:

1)      Empower Patients & Foster Resilience

2)      Run Healthcare as a service, not processes

3)      Create and sustain an empathetic organisation

4)      Create a patient-centric culture

5)      Digitise your organisation to support transformation

Ed Marx

Healthcare Futurist | Former Global CIO
Cleveland Clinic USA

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As healthcare moves increasingly toward digital solutions, questions arise around maintaining the human elements of care that form the foundation of patient-centred practices. While digital transformation offers a host of opportunities to streamline the patient journey and improve experience, this panel discussion will explore the delicate balance between leveraging innovative tools and preserving meaningful, personal connections between patients and caregivers.

Glenn Pringle

General Manager, Strategy & Growth
IPC Health

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Dr. John Shephard

Deputy Director Clinical Governance & Medical Services
South Eastern Sydney LHD

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Alison Kingston

Patient Services & Experience Manager
St Vincent's Private Group

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Alan Forbes

Chief Executive Officer
Patient Experience Group

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Regulation ensures that healthcare providers engage with consumers in the strategic planning of health services. While a necessity, the regulation creates opportunities for providers to see the benefits of patient collaboration through human-centric approaches to care that can improve safety and quality. Ada Ryan, Head of Customer Experience at GenesisCare, has taken the opportunity to approach the regulation with a forward-thinking view; join this presentation to understand how you can utilise regulatory compliance for experience improvement. 

Ada Ryan

Head of Customer Experience
GenesisCare

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By providing a comfortable and safe environment, Samara Hanley and her team have ensured that Aboriginal and Torres Strait Islander citizens receive care that respects their traditions, while delivering the same high standard of medical attention as other demographics. This initiative fosters inclusivity, recognising the unique cultural needs of indigenous populations while promoting holistic healing that aligns with both medical and cultural values. 

Samara Hanley

Chief First Nations Health Officer & Aboriginal Wellbeing Officer
Northern Territory Health

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Any transformation starts with an understanding of the current status quo. As such, healthcare needs to take into account the first-hand experiences of patients as it looks to evolve. At South Western Sydney Local Health District, Natalie and her team have embedded a real-time patient experience platform and collected over 100k of patient survey responses so far. The information gathered goes further than standard annual reports, providing more relevant and timely feedback to caregivers and other staff, therefore increasing internal engagement in improvement efforts. By enabling equitable feedback opportunities for consumers in the district, they have ensured the voice of their patients is heard and work to maximise value from ongoing insights.

Natalie Wilson

Director, Transforming Your Experience
South Western Sydney Local Health District

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Fostering personalised care in a systematic manner is a crucial challenge within the value-based care model. At Northern Health, Katherine and the CLEO team are transforming asthma management by delivering tailored care that allows two identical referrals to evolve into two distinct, nuanced, care programs. By co-designing with consumers and clinicians, Katherine will share the improvements made, including:

-         Showing patients visible improvements to their health by tracking through a digital app

-         Encouraging engagement through personalised touchpoints

-         Automating self-management and reducing care costs

Katharine See

Chief Health Outcomes Officer
Northern Health

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-         Reducing time to treatment for triage category 2 patients

-         Avoiding the overuse of CT & xRay scanning and reducing radiation exposure for patients

-         Improving accuracy of scan results to up to 95% 

James Nol

Operation Director Medical Imaging, Blacktown Hospital
Western Sydney LHD

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In Queensland, falls are the biggest reason for Triple Zero calls, with over 117,000 calls for a fall related incident in 2023. The QAS Falls Co-Response Program is a pioneering initiative aimed at improving outcomes for these patients; the program deploys multidisciplinary units comprising of a paramedic and either an occupational therapist or physiotherapist to provide on-scene assessment, intervention and disposition planning for patients who have had a fall. Results include reduced hospital transport rates, improved response times, and streamlined referral pathways:

·      Pilot sites in the Brisbane metropolitan region have worked closely with the local Hospital and Health Services for improved post-fall referral and follow-up

·      Reducing likelihood of being transported to the emergency department (49% vs 77%)

·      Streamlining care processes to reduce strain on hospitals, improving patient care and efficiency

·      Expanding to 6 additional units following successful results from pilot sites

Kym Murphy

Falls Co-Responder Program Manager
Queensland Health

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-         Improving treatment capabilities outside of the emergency department

-         Reducing the administrative burden on caregivers to maximise patient centricity

-         Revolutionising emergency response with mobile technology and data sharing improvements

-         Streamlining processes to slash waiting times

-         Championing the needs of emergency care workers to equip them for success 

Paul Middleton

Chief Medical Information Officer
South Western Sydney Local Health District

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Clare Beech

Executive Director Clinical Capability, Safety & Quality
NSW Ambulance

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Stephen Priestley

Staff Specialist in Emergency Care
Sunshine Coast Hospital & Health Service

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-         Effectively directing and supporting junior nurses to prevent burnout whilst not overloading seniors

-         Exploring human factors in the care environment and mitigating risk

-         Creating a culture of support so it’s OK not to be OK

-         Increasing flexibility and opportunity to increase retention 

Dr. Bernadette Eather

Chief Nurse & Director of Clinical Services
Ramsay Healthcare

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By repackaging oral medicines and utilising automated dispensing, Canberra Health Services can verify every dose of prescribed medicine and control medicine accountability. As a result, they have already seen a 50% reduction in medication-related safety incidents. Further to this, the automation of the dispensing process has freed up valuable time for nurses, allowing them to devote more attention to direct patient care and engagement.

Monica Rayson

Deputy Director Pharmacy Operations
Canberra Health Services

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Full-scale AI implementation at the front line of healthcare is still in early stages. Given the scope of change this presents, providers must thoroughly consider the potential implications of AI on the nurses and midwives tasked with adjusting their processes to ensure successful integration. Our panel will explore the opportunities and consequences of introducing AI into the current nursing framework and contemplate the practicalities throughout the patient’s care continuum.

-         Balancing innovation with necessary risk assessment

-         Viewing AI as a partner with which to provide better care

Creating an open line of communication to get the nurses perspective

Maree Ruge

Chief Nursing & Midwifery Informatics Officer
Metro North Health

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Naomi Dobroff

Chief Nursing and Midwifery Information Officer
Monash Health

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Kendra Hagedorn

Chief Nursing Information Officer
Ramsay Health Care

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