The last 12 months have been like none other for the Australian healthcare sector. The emergence of COVID-19 has accelerated the adoption of digital health technologies and amplified the need for healthcare leaders to create seamless digital experiences to make life easier for clinicians and patients.

From the successful roll out and uptake in telehealth and virtual care, to the adoption of process automation and implementing agile frameworks, the pandemic has demonstrated the sector’s ability to respond, innovate and transform quickly in the wake of rapid change. But with any change comes challenges.

While many organisations recognise the importance of putting the patient at the heart of everything they do; budget constraints, up-skilling staff in new technologies and weaknesses in existing data systems are just some of the barriers facing healthcare leaders on their journey towards patient experience excellence.

With this in mind, the Australian Healthcare Week (AHW) Team in partnership with Smart Communications, has compiled this report to explore the key drivers healthcare organisations across Australia and New Zealand are focusing on to improve patient and clinician experiences in a new pandemic-world.

The report also features insights from a series of virtual discussion groups with digital healthcare leaders, who came together remotely in June 2021 to explore and discuss the challenges and opportunities associated with digital health projects within their own organisations.

This paper explores key areas healthcare leaders are focusing on to improve patient and clinician experiences in 2021 and beyond, including:

• Deploying telehealth and virtual care models to deliver connected care
• Bridging the connectivity gap: integrating multiple sources of data to drive efficiency and improve patient outcomes
• A new way of working: the role of the healthcare workforce in the patient experience journey
• 5 consideration areas for improving patient care models

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