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Private models of healthcare

Innovative private models of healthcare

Roundtable: In a time when disruption and health system change is constantly being highlighted and discussed, how can we learn from innovative models of healthcare. Increasingly the private sector is developing new business services and models of care which challenge traditional service delivery. How do we learn from, harness and scale these innovative business models?

At the same time, a customer experience focus and patient experience is increasingly being brought to the front of our thinking. User experience, user design, co-design are all words used to describe how we should be planning for future services. This begs the question “do you know who your customer is?”. Noting the triple aims of healthcare – enhancing patient experience, improving population health, and reducing costs—how do we factor in the quadruple aim – improving the work-life balance of health care providers, including clinicians and staff? Do we include professional and organisational staff as healthcare customers?

This session will explore the notion of a customer and planning, designing and implementing services to support future service delivery. We will look at innovation through the lens of innovative private healthcare models, examine the concept of a customer, explore a number of examples and reflect on digital changes in healthcare and the opportunity it creates.

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Our key take-away as participants and observers at the event were:

  • Understanding the consumer is a key priority in service and care changes being made and invested in. Being clear on who the customer is in your service and how treatment and care is delivered is still a key and evolving priority which may be different for different health services. The variability in implementation in private healthcare but still a strong customer focus.
  • The structural and cultural elements of the health system still present considerable barriers to truly changing to be customer focused. Collectively, we need to be able to get over this ‘hump’ to really address the health and wellness issues in society.
  • Through co-design and patient experience approaches, we highlight the fact the consumers/patients want to be treated more holistically as a person – not as a disease type. Patient and practitioner stories need to continually inform service improvement and design.
  • Health system and service change is difficult, but we all need to include collaboration as a key driver for health service change and to deliver the new services and treatment models required.
  • We need to recognise that we need to be practical and work around to barriers to get the consumer and service outcomes we envisage and desire. Innovation occurs when you can work with the constraints to get the outcomes you desire. The discussion highlighted the importance of change and the innovative solutions and models of care once you are customer focused.

Innovation guide

Nicholas Marlow. Consultative, pragmatic and results focused senior management consultant encompassing a career spanning 30 years with extensive clinical, operational (both start-up and day to day), and strategic knowledge and skills in healthcare service delivery (public and private) and leadership development.

Nicholas collaborates and draws upon a significant network across the health, quality, policy, industry and professional groups nationally and internationally. Nicholas has implemented numerous projects successfully, including research within, and for, organisations across healthcare, aged care and industry including government, indigenous health, peak bodies, hospitals/primary care/GP/PHN, pharmaceutical and information technology companies, academic and other private companies.

He is recognised as a strong advocate for the client/patient/organisation regarding clinical and corporate excellence and improving access to high quality and safe patient care, strong clinical and corporate governance and workforce development. He is passionate about the simplification and co-designing health care systems with clients and clinicians that centre on the consumer, and integrating their voice and reflections into the solution.


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