Tom Hubbard1
1St John WA, Australia
Biography:
I am a purpose-driven and dedicated leader, now steering the customer experience vision at St John WA. With a robust background in brand and marketing, I bring my expertise in strategy, content creation, and digital engagement to my role as Head of Customer Experience.
Abstract:
Background
Incorporating patient voice into organisational decision-making is vital for improving healthcare outcomes. St John WA (SJWA) has drawn on its commercial and customer experience frameworks to innovate how patient feedback is gathered, analysed, and actioned. Recognising limitations in traditional annual surveys, SJWA implemented a 30-day post-service survey to rapidly identify satisfaction drivers and elevate patient voices across its clinical and operational teams.
Method
A monthly survey aligned with the Australian Paramedicine Board’s professional standards framework was designed using methodologies and techniques adapted from SJWA’s commercial customer experience strategy. This approach targeted recently serviced patients, capturing timely, actionable insights on trust, confidence, and satisfaction. Data analysis is streamlined to integrate patient voice into organisational decision-making.
Results
The survey reinforced SJWA’s world-class performance, with 97% satisfaction and an NPS of +94. Importantly, the rapid feedback loop provides nuanced insight into areas such as patient trust in staff and unmet needs for patients with complex conditions. This allows SJWA to address gaps swiftly, demonstrating how commercial frameworks like agile feedback cycles and customer segmentation can enhance patient-centric healthcare.
Conclusion
By merging customer experience methodologies with clinical care priorities, SJWA’s “Time-to-Insight” initiative will redefine how patient voices influence SJWA’s healthcare delivery. This approach demonstrates the power of adopting commercial best practices to strengthen patient trust, improve outcomes, and create a culture of continuous improvement within healthcare organisations.