Driving consumer-centric strategies to improve patient flow and experience in Australian healthcare

Bringing together stakeholders from Australia's healthcare system to enhance patient outcomes



Conference | 21st – 22nd November View Full Program Here 

Workshop | 21st November View Full Program Here

The Improving Patient Experience Summit will bring together stakeholders from Australia’s healthcare system to share insights, strategies and best practices for redesigning hospital services, optimising patient flow and experience, and ultimately enhancing patient outcomes.

As we step into the age of the consumer, there is a heightened expectation for increased patient voice and autonomy, with Australians and their families desiring more control and choice over the products and services they wish to engage with. 

To meet the expectation of delivering a seamless patient-centred experience, providers must innovate and improve existing care models. This allows them to differentiate themselves and stay ahead of their competitors, increase patient satisfaction and feedback scores, and secure funding for future healthcare initiatives. 
  • Understand and apply the frameworks researched by Safer Care Victoria to tackle key challenges, foster good governance, minimise avoidable harm and provide individualised care for your patients 

  • Leverage Monash Health’s practical clinician engagement strategies which resulted in a positive hospital experience for its patients 

  • Gain insights on GenesisCare’s state and national consumer engagement models that led it to achieve an NPS score of 88% and put it in the top 1% of outpatient healthcare providers 


Integrated Patient Experience (6E) Workshop 

How to Plan Strategy, Surveys and Implement Improvements to Achieve Outcomes  
21st November 2018 | 5:15pm – 7:30pm

Workshop Overview: 

This workshop is facilitated by Founder & CEO of Energesse, Dr Avi Ratnanesan. It is aimed at patient experience leaders and champions to address key challenges in transforming patient experience in line with Healthcare’s Quadruple Aims. Learning outcomes includes an integrated picture of measurement, staff engagement, improvement strategies and KPI achievement through an understanding of frameworks, best practices, evidence-based case studies and tools.

The 6E framework is a step-by-step guide on how to holistically improve patient experience, adaptable for any healthcare setting. Healthcare providers that are not fully qualified in understanding how to measure patient experience appropriately or action changes to make improvements can result in a disappointing experience for consumers, higher numbers of complaints, safety and quality errors as well as medical litigation. This can result in staff dissatisfaction, unnecessary costs as well as frustration, stress and anxiety for consumers, clinicians and managers. This workshop will provide you tools and techniques that you can use immediately in your organization or practice. 

Featured Speakers

Hon Greg Hunt MP (via video recording)

Minister for Health

Australian Government

Dr Avnesh Ratnanesan

Chief Executive Officer


Louise McKinlay

Director of Consumers as Partners

Safer Care Victoria

Dr Lance Emerson

Chief Executive Officer

Victorian Agency for Health Information

Marlena Klaic

Allied Health Translation and Research Lead

Royal Melbourne Hospital

Stephen Mason

Chief Executive Officer

Australian Patients Association

Kate Barnes

Director of Patient & Consumer Experience and System Improvement

Royal Women’s Hospital

Lindley Jones

Paramedic Cultural Programs Coordinator

Ambulance Victoria

View all speakers


Media Partner

View all Partners

Key Learning Objectives:

  • Hear from Dr Lance Emerson of VAHI as he provides high quality health service performance information for your organisation to create a more personalised patient care 
  • Learn how the Royal Women’s Hospital has achieved an average of 94.9% positive adult inpatient experience by responding to the changing needs and priorities of its patients 
  • Understand the practical steps on how My Health Record can help your organisation deliver a more seamless experience for your patients 
  • Hear patient experience insights from the people that matter most in the Patients’ Perspective Panel 
  • Discover how St Vincent’s has reduced waiting time for patients to receive treatment by 40% through it’s eight-step problem-solving methodology 
  • Learn how Health Issues Centre is driving community participation through an omni-channel mix including film production, consumer consultation, and online conversations 
  • Hear from the University of Melbourne on how robotics and AI technology are enhancing patient’s rehabilitation experience 


Who Should Attend? 

Delegates from government health departments, PHNs, LHDs, private hospitals, patient associations and NFPs who are involved in, or have an interest in improving patient experience in Australian healthcare:  
  • Clinical Governance 
  • Patient Flow and Experience 
  • Service Excellence, Quality and Safety 
  • Nursing 
  • Clinical Innovation and Redesign 
  • Consumer Engagement and Community Partnership 
  • Emergency Departments 
  • Ambulance Departments 
  • Discharge Planning 
  • Inpatient and Outpatient Units 
  • Clinical Wards 
  • Patient Advocacy Associations, Councils and Societies 

Who Should Sponsor

What solutions can your organisation offer our audience to address the following challenges:

  • How can providers use data to make informed decisions to improve patient experience and develop effective differentiation strategies? 
  • What technologies can providers utilise to redesign processes and services to optimise patient flow and boost patient outcomes? 
  • How can providers develop an organisational culture and improve employee development to enhance patient experience? 
There is a limited number of event sponsorships and exhibit spaces available – all of which are tailored to assist your organisation in creating a platform to maximise exposure at the event and creating the opportunity to gain direct and personal access to the audience. 

For specific details about speaking, sponsoring or exhibiting at the event, please contact Saul Dollimore on Saul.Dollimore@Aventedge.com or call +61 02 8378 4339
Download Sponsorship Prospectus Here 


Team Discounts




5%OFF 10%OFF 15%OFF


Oaks on Market

Address: 60 Market St, Melbourne, VIC 3000
Conference Room: Market 1 and 2 
Workshop Room: Market 1 and 2