Partnering with Consumers to Improve Health Care Services

Key Objectives:

• Recognise patient expectations are changing, driven by service expectations set outside the health care industry.
• Introduce design methodology tools to deeply understand the actual lived experience of patients and families.
• Identify opportunities to partner with consumers to improve health care services.

Shelley joined the ACHS Improvement Academy Faculty in November 2019. Shelley is a patient experience advisor, author of ‘Patients For Life’, and accomplished keynote speaker. Her career in the healthcare industry spans more than 30 years, across clinical, operational and commercial sectors, with particular experience in nuclear medicine and ultrasound.

Shelley delivers sustainable, patient-centred operating models, using service design, journey mapping and training expertise, to businesses who aspire to develop long-term patient relationships based on trust and loyalty. She uses a unique set of strategies based on her experience, real-world results and the latest scientific research to generate faster organisation/practice growth and better outcomes for patients, relatives, staff, practice managers and the community.

Shelley believes that the patient experience is about open communication, listening, trust and empathy.