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Reimagining Healthcare

Author: Yianni Serpanos from HealthTechX

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Reimagining Healthcare is a podcast about innovation in the healthcare industry. On the show, we talk to healthtech and healthcare innovators to uncover how they’re reimagining and building a world of seamless digital healthcare experiences that fit into people’s lives. Hosted by Yianni Serpanos, healthtech industry leader and Founder of HealthTechX (digital health innovation & start up community) and coreplus (digital health software).
19 Episodes
Steve Telburn — the Managing Director of Secret Sauce IP Ventures — is an accomplished tech entrepreneur, having started up and assisted multiple early-stage companies as a CEO through to successful exits. After studying life sciences at university, he worked in the IT department of Telstra where he was responsible for connecting the Telstra team with the Peter MacCallum Cancer Centre, thus facilitating advances in cancer detection. Steve is a technology executive with a genuine desire to help navigate the challenges of commercialising and launching healthtech start-ups. In this episode, Steve and Yianni discuss innovation opportunities within the healthcare industry and some key things to keep in mind to ensure that a start-up idea is validated and investor-ready. They also consider key drivers impacting the future of healthcare, how innovation can be resourced creatively within the sector and four useful perspectives to look for in any founder set.   Key takeaways: People within a research environment may intellectually see an issue that needs to be solved, but the problem may be different in the industry. The ideal founder set is a mix of people who have come out of a particular industry with direct experience, combined with people who have been down the start-up track before and who know the process. It's common for start-ups to become fixated on solving a particular problem in a particular way and miss the broader opportunity to develop a solution that the customer would love. The investor is always asking, “How do we get confidence that this problem actually matters, that people will buy it, that this is the right team to deliver it, and that this business can scale?” Investors want to see the big blue sky platform opportunity across industries. But start-ups need to prove that their solution works and is focused. The risk with big platform opportunities is that you get distracted trying to be all things to all people. Hold off from building anything before answering the questions: “Does this solution work? Does the problem matter outside of the lab and in the industry? Will somebody pay for it? What is the value that's being created and how does that translate in terms of pricing?” One of the current key difficulties in health is around data and trust. Do consumers trust the government with their data and how do we resolve that? The enhanced availability of data could open up improvements to healthcare.   Resources and links:   Connect: Listen to other episodes of Reimagining Healthcare Connect with Yianni Serpanos on LinkedIn Follow HealthTechX on LinkedIn Follow HealthTechX on Instagram Follow HealthTechX on Meetup
Megan Walker is the Director of Market Savvy, an agency of allied healthcare marketing specialists and health promoters. She holds three degrees, a masters in business marketing, and is a veteran ethical marketer with over 25 years experience in the healthcare industry. Thirteen years ago she started her own agency, and she now works with a variety of different healthcare organisations across Australia and New Zealand. In this episode, Megan unpacks the differences between everyday general marketing and healthcare marketing, the relationship of tech tools and their pros and cons, shaking up the imposter syndrome, and why we shouldn't try and be all things to all people. She believes the demand for allied healthcare in Australia is abundant and is passionate about teaching healthcare practitioners to market more efficiently and genuinely.   Key takeaways: Most marketing is very sales and finance-focused, which drives a certain set of behaviours. If everything is looked at through the lens of how to make money, it can lead to marketing content that can look unscrupulous. Healthcare has to centred around the patient or the client. So, instead of looking through the lens of sales and sales targets, we should instead be looking through the lens of people and people's needs. Anything that connects you with your target audiences in meaningful ways is marketing. Healthcare is not about dealing with numbers, it’s about dealing with people and their lives. Marketing needs to be aligned with this, and to treat potential patients carefully, sensitively and with empathy. You don’t have to do a lot of different styles of marketing, you just have to find one that aligns with you. The customer journey starts before the clinical services are provided. If you have a clear sense of what path your future client is taking to get to you, you can have quality control in place to cater for those different journeys. Marketing doesn't have to be confusing, it has to be genuine and practical. When you're doing it properly and you've set up an effective marketing system, it only needs to take one to two hours a week.   Resources and links: Market Savvy “Start with why”, TED Talk by Simon Sinek.   Connect: Listen to other episodes of Reimagining Healthcare Connect with Yianni Serpanos on LinkedIn Follow HealthTechX on LinkedIn Follow HealthTechX on Instagram Follow HealthTechX on Meetup
Tony Simmons is the Founder and Director of Mktplace Ventures, a start-up and scale-up business advisory and community of investors. With a background in law and a fascination for the seed-stage of business, Tony uses his business-based perspective on intellectual property and technology to help fledgling companies build the strong foundations needed to become players in their markets. In this episode, Tony shares his views on three things he looks for in founders and their start-ups, and how that increases the chances of success or lowers the chance of failure. Breaking down what a start-up is versus scaling-up, and how that applies to innovating within the healthcare sector, Tony's lived experience as a business builder and value creator shine through in this discussion!   Key takeaways: The number one indicator of success in a start-up is the art of storytelling — the art of the why. Those who have a why and can clearly articulate it will be able to bring people along on their journey. Being engaged with other contemporaries in your field gives you great exposure to the new things coming onto the market, what might represent best practice, what you're doing right and what could be improved. Consumers want a good feeling about the choices they've made. People will generally opt for an outcome that's more efficient and that makes them feel better along the way. Moving from start-up to scale-up is about learning business disciplines and organisational skills that enable you to put money in and multiply it out. Founders often become redundant very quickly. The more successful a business is, the quicker a founder can find themselves in a position where they don't have the right skills. The skills that are needed to grow a company may not be the skills that are needed by a founder. 80% of every single business is the same, 20% is the technical magic that makes the business different. Mktplace Ventures is about making sure the fundamentals of a business are rock solid so that the business can focus on developing that 20%.   Resources and links: Mktplace Ventures   Connect: Listen to other episodes of Reimagining Healthcare Connect with Yianni Serpanos on LinkedIn Follow HealthTechX on LinkedIn Follow HealthTechX on Instagram Follow HealthTechX on Meetup
Dr Huu Kim Le is an Australian child analyst and psychiatrist, specialising in video game addiction. Based in South Australia, Kim can reach young and remote Australians across Australia thanks to telepsychiatry. Growing up as a gamer himself, he’s combined the two loves in his life — video games and medicine — and is an expert in the rapidly growing field of gaming addiction. In today’s episode, he discusses types of gaming disorders, insights into the type of gamer who is at risk, how gaming designers appeal to the types of personality traits that we each possess, how they use financial incentives to maximise gaming promotion and participation, and the potential inherent issues that can negatively impact children who are susceptible to addiction.   Key takeaways: In China, the government is imposing a curfew for children after 10 pm and restricting the number of hours they're allowed to play games. Richard Bartle, the first virtual world game designer came up with the 'Bartle Player Types': The Killer, The Achiever, the Socialiser, and the Explorer. Research from Singapore suggests that there is a relationship between social competence, anxiety, depression and video gaming time. According to the Interactive Games and Entertainment Association in Australia, female players are just as likely as their male counterparts to be playing video games. Girls are having more problems with their internet usage, even though boys are playing more video games, with the rise of social media addiction. Telehealth is a powerful medium to overcome physical barriers and limitations. It allows people across Australia to get access to help who otherwise wouldn't be able to receive help.   Resources and links: LinkedIn - Dr Huu Kim Le Game Quitters Website Call To Mind - Supporting people to find the right mental health solution for them, anytime, anywhere.   Connect: Listen to other episodes of Reimagining Healthcare Connect with Yianni Serpanos on LinkedIn Follow HealthTechX on LinkedIn Follow HealthTechX on Instagram Follow HealthTechX on Meetup
Catharine Nixon and Kayci Scaggs are the co-founders of the Vitamin C Blog. With a combined background of healthcare and marketing, Catharine and Kayci have created an online platform focused on facilitating connections between health industry experts and consumers seeking simplified and seamless healthcare support and content. Through twenty-five years working as a registered nurse in public, private and corporate spaces, Catharine wanted to help consumers be more successful in their health journeys. Teaming up with Kayci, who has a marketing background and a passion for helping people improve their lifestyle choices, the Vitamin C Blog was born. The Vitamin C Blog is a growing platform with a goal to span across industries, connect consumers directly to top healthcare professionals and eventually become a driving force in tackling the rise of chronic illness. Acknowledging the ‘white coat syndrome’, Catharine and Kayci are passionate about empowering people to take control of their health journey through making information easily available, relatable and accessible. They discuss their road map for 2020, upcoming events, direct engagement programs and the ‘Experts Corner’, a place where consumers can connect with personally vetted healthcare practitioners with a click of a button.   Key takeaways: Gut health is integral to many aspects of your health, and your gut’s survival is based on what you put in your mouth. People may have the same type of goal, but the journey to get there is going to be very different. Direct engagement programs can be tailored to work with the individual. There’s a stigma around food that’s good for you not tasting good, and this needs to be addressed and changed. It’s easy for health information to be inaccessible and incomprehensible to the average consumer. But health information can be inspiring, interesting and empowering! Chronic illness is a growing problem in Australia that needs to be addressed. Modern medicine, although amazing, isn’t enough to tackle this problem.   Resources and links:   Connect: Listen to other episodes of Reimagining Healthcare Connect with Yianni Serpanos on LinkedIn Follow HealthTechX on LinkedIn Follow HealthTechX on Instagram Follow HealthTechX on Meetup
When Robert experienced a medical care failure in his own family, it inspired him to co-found Cogniom. The name is a combination of ‘cognition’ and ‘axiom’, and its purpose is to find truth in data for use in the medical field. Originally envisioned as a consumer service, Robert realised that just because something could be done, doesn’t mean people would necessarily want it. Five pivots later, and Cogniom has found traction. Robert lives by the mantra ‘always be testing product-market fit’, and he shares some great tips to do that cheaply and easily. As an example, when Steve Jobs famously launched the iPhone, it wasn’t 100% ready and had to be demoed with precision in front of a live audience. Learning how to invest in products as experiments is vital to running a successful start-up. Cogniom’s TANDM Suite is allowing hospitals and healthcare providers to run their own experiments and find tangible improvements, beyond the allure of tech for the sake of tech.   Key takeaways: Always be testing what you think the value of your product or service is, against how your customer is using it. Do the work and step into others' shoes when you’re trying to understand their situation. Cogniom learned to start with a real-world situation then use technology to improve it, rather than invent a technology before defining the problem. Healthcare providers should learn to accept and embrace small, consistent changes. Tech is too often sold as a product to healthcare customers, rather than co-developed with them.   Resources and links:   Connect: Listen to other episodes of Reimagining Healthcare Connect with Yianni Serpanos on LinkedIn Follow HealthTechX on LinkedIn Follow HealthTechX on Instagram Follow HealthTechX on Meetup
Renee McDonald is an online clinical counsellor and psychotherapist, an accredited clinical supervisor, an academic educator, a coach, a speaker, an author and the Founder of Australian Online Therapy Training (AOTT). This episode examines online therapy, from its fundamentals to the techniques and opportunities used to reimagine healthcare using this approach. Renee discusses how this extends to modern healthcare practice and the relationships with patients, their activated care networks and even supervisor and peer-to-peer communities around the therapist. With fifty per cent of her client sessions now taking place online, Renee believes that the growing global demand for online therapy has the potential to become a useful export for Australia, given the quality of Australian healthcare practitioners. She discusses the different levels of training provided by AOTT, and how she wants to help Australian therapists reconnect with Australian clients.   Key takeaways: There is a global demand for online therapy. Internet access is universal and available to people all over the world. American practitioners can counsel Australian clients, but Australian practitioners can’t work with American clients, so Australian online therapists are losing potential business to the U.S. There’s essentially a ‘non-free trade agreement’. Online therapy could be a useful export for Australia, given the quality of Australian healthcare practitioners. Through trial and error, it was found that certain real-life scenarios needed to be played out in the virtual space, i.e. emulating a virtual waiting room and having the practitioner in charge of activating and closing the session. There is more capacity in the virtual space to work with disabled people, because of the lack of physical issues to navigate (i.e. stairs, etc.). Australia is moving towards a ‘user pays’ model which is similar to the U.S. We can learn something from other countries like Scandinavia, where you get two full years of therapy paid for by the government. Patients shouldn’t have to be diagnosed with something to go to a councillor, psychotherapist or psychologist.   Resources and links:   Connect:
On this episode, I speak with David Di Sipio, a passionate psychologist and experience designer at the intersection between people, science and technology.  David is founder of MeetUp group UX Psychology and believes that tech is all about humans. He explains the BJ Fogg Model as he helps us understand behavioral science and how this ties in with technology in healthcare. He also unpacks the Hook model and how both these models relate to human behavior. David introduces us to HCD (Human-Centered Design) which he believes is a great method to create tangible results. He advocates looking at data and testing during the process of building and creating businesses/products. Having a strong psychology background has vastly impacted David’s ability to understand user experience. He mentions his ability to empathise, communicate and influence, which allows him to design with an advantage.   Key takeaways: Tech affects our brains. David discusses how dopamine creates addictive behaviours. Human-Centred Design can play a huge role when designing a product, especially when business needs and customer needs must be balanced. Testing and experimenting while building products is essential for a successful business. The best way to know what your customer wants is to find out from your customer directly! Human behaviour doesn’t change much over time, but technology changes all the time. This allows us to apply behavioural design to our products and immediately see its impact.   Resources and links: The Fogg Behaviour Model Nir Eyal - Hooked LinkedIn David Di Sipio   Connect: LinkedIn Company Page: HealthTechX
Entrepreneur and co-author of Fit to Practice, Kaye Frankcom joins me on this episode. Kaye is an accomplished psychologist and passionate businesswoman. Her career path has taken her from becoming a Clinical Psychologist, to operating and selling a successful group psychology practice after 17 years, to coaching and speaking, as well as various board roles within healthcare associations. Kaye addresses issues that should be tackled when deciding whether to enter into private practice. With more practitioners leaning toward running their own practices, Kaye poses key questions that are relevant to taking this leap as well as key insights on why and what types of client feedback are key to optimizing outcomes for the practitioner, the profession and for clients.  Tune in to learn how you can better equip yourself to help your patients! Kaye explains that clinicians have a serious role to fill for their patients in an industry where being mediocre is justifiably “unacceptable”. With her years of experience, she is passionate about leading clinicians in the right direction to execute collaboration that can actually change lives. Her vision for the future lies in integrated public and private health systems and a single platform for all collaboration.   Key takeaways: Kaye Frankcom Consulting provides coaching services to psychologists in order to ensure their clinical outcomes are exceptional and business visions are achieved! People who stay in treatment have an 80% chance of getting better versus those who are untreated Before leaping into private practice, it is vital that you ask yourself if you are effective at what you do! 40% of people drop out of treatment before they reach a positive outcome Use tangible metrics (numbers and data) to develop staff, business practices and to improve patient treatment in your practice. Working with client feedback has a proven history of creating successful outcomes Outcome measurement should be in place for every practice, if you are serious about being effective.   Resources and links: Kay Frankcom’s website: To join in the two-day retreat referred to: Email Kaye: Buy Kaye Frankcom’s book:   Connect:
On this episode, psychologist Dr. Natalie Flatt tells us more about her start-up, Connect Psych Services. This online service puts staff wellbeing at the fingertips of employees and is rooted in self-care, stress management and communication in the workplace. It is an ideal way for companies to successfully be part of a supportive collaboration for staff wellbeing. We learn that dealing with mental health can be easier if employees have well-equipped managers that are able to identify when they need help and support. The effect of stress is one of the focus areas Dr. Flatt deals with, highlighting the dent in productivity that stress creates in the workplace. With time and accessibility generally being problem areas for employees, Connect Psych Services offers the perfect program to ensure that every employee who reaches out is consulted on-time, without any external barriers and in an environment that suits them. Natalie is optimistic that e-counselling is the future for mental health and wellbeing!   Key takeaways: Connect Psych Services is the first digital platform in Australia dedicated to counselling for company employees One-in-five Australians will suffer a mental health issue every year E-counselling was developed to offer convenience and flexibility to people Connect Psych offers counselling until 11 pm, allowing people to reach out outside of work hours when they need it most. The data collected from the service allows employers to assess the mental health of their staff as well as ensure they are supporting their employees in the correct areas   Resources and links: Dr Natalie Flatt's LinkedIn Profile   Connect:
Katja Beitat is the Founder of CliniVid, a mobile-first digital healthcare information sharing app.  The app was established when Katja discovered communication gaps during care coordination that led to client dissatisfaction. CliniVid’s goal is to provide safe sharing of information across the healthcare sector. By pulling together patients records from different sources, CliniVid is able to create a complete picture for clinicians to work with. On this episode, Katja highlights CliniVid’s patient focus and the collaboration required by both patients and providers. Non-secure methods of exchanging info such as email, pagers, WhatsApp, etc. have resulted in vital patient information not being recorded and accessible. With CliniVid, Clinicians have one access point that they can contribute to and use to make crucial medical diagnoses and conclusions. In the case of oncology practitioners, CiniVid has made a huge impact by reducing tedious collaboration periods and bringing instant treatment advice to patients. CliniVid is designed to connect to existing systems, such as coreplus practice management which make it easier to integrate with. Katja foresees interoperability becoming stronger and services becoming more patient-centric. Her forecast includes various sectors on the tertiary care level becoming more connected as AI becomes safer to use.   Key takeaways: CliniVid grew from bridging gaps in healthcare communication to a mobile-first digital communication tool for clinicians and patients The app allows providers from different health sectors and data sources to contribute to patients records, thus creating a comprehensive history for future treatments. The ClinVid library of info contains automated records, images, reports, videos and DICOM. CliniVid is able to connect to existing systems by using HL7, API and FHIR. The app not only connects healthcare providers, but speeds up decision making and treatment delivery essential to patients. CliniVid provides a complete health picture instantly!   Resources and links: HL7 Australia FHiR Standards for Digital Health   Connect:
Marijn Kortekaas of Physitrack is passionate about engaging clients whether they are in clinic or remote. In this episode, Marijn speaks to the questions of, “What is a digital healthcare network?”, “How do we connect practices with clients to deliver client-driven approaches?” and “How does a provider ensure safe, seamless and secure digital health information sharing with other connected points of care?”. He also identifies where there are great opportunities for healthcare providers to embrace healthtech to make even bigger impacts on healthcare outcomes. Marijn discusses the power of digital health and its integration with coreplus. He also talks about the importance of making information available to the right practitioners to help them achieve greater outcomes for their patients — helping them to get better, quicker.   Key takeaways: When a practitioner’s brand is associated with providing excellent experiences to an individual, it is a way of taking healthcare services from just being healthcare services to actually being customer experiences. The Physitrack platform strengthens the relationship between the practitioner or health provider and their client network. The platform has an exercise library of more than 4000 exercise videos on the PhysiApp. Physitrack is a cloud-based patient engagement platform that supports clinical home exercise prescriptions, tracking and outcome measurements, education and telehealth. Practitioners can easily make telehealth video calls to clients via the PhysiApp. Using technology to collect outcome measures (especially with older patients) is a great way to engage them and give them a sense of confidence in their healthcare journey.   Resources and links:   Connect with HealthTechX:
Rohan Braddy is the CEO at Mambourin Enterprises, an organisation that provides employment, education and training services to people with disabilities. On this episode, Rohan talks about the NDIS and how it is driving a more client-centric platform of care. Customers now hold the power in the healthcare space, which is why being customer-focused is so important. Rohan explains how Mambourin cultivated a customer-focused culture, along with some of the challenges they face as a not-for-profit entity in the healthcare space. Rohan explains why innovation is crucial to stay ahead in an ever-changing environment. He also shares his philosophy of only working in areas that Mambourin is strong, and why that’s been a key factor in maintaining client trust and a healthy reputation.   Key takeaways: Mambourin’s values include putting clients first, service excellence and making a difference. Sometimes saying no to a customer is part of sustaining a high service level and meeting the NDIS standards. Focus on hiring staff with attitude as the primary factor. If you hire for attitude, you can always train skills later. Mambourin promotes flexitime, which ultimately leads to happy and passionate staff who go the extra mile. Rohan sees a future in healthcare where clients are treated holistically and providers are completely connected with the aim of putting clients first.   Resources and links:   Connect with HealthTechX:
Ben Lynch is the CEO and a Founder of Clinic Mastery, an organisation which helps health clinics transform their client experiences in a way that’s personalised, engaging and memorable. In this episode, Ben talks about his career transition from being a podiatrist to eventually helping guide hundreds of other clinic owners to building successful practices. Ben shares a lot of key insights on the shifting healthcare landscape, the importance of connecting to your ‘why’ and how looking outside your industry can help you gain perspective. Ben also encourages you to make small, smooth changes within your practice even if it makes you uncomfortable to do so. He says that a lot of healthcare professionals feel like they are expected to be perfect, and so they tend to not stray from what they’re confident in. But this rigid mentality can hurt your practice and is harmful to cultivating a client-centric ethos in the community. Embrace the small changes!   Key takeaways: Finding your purpose and connecting with that will lead to self-actualisation and a much more rewarding career. Healthcare will undergo big changes in the coming years due to technology integration. Innovation is really about applying different perspectives from various industries to the healthcare sector. You should embrace change! Focus on small changes and be aware of how this impacts your workplace culture.   Resources and links:   Connect:
Simon Taylor is the CEO and Founder of Rehab Guru, a web-based exercise prescription application with ease-of-use and client experience as its key pillars. With the product, exercise prescription and rehabilitation can now have real-time feedback, increased scalability and tools to monitor and help clients. As the healthcare sector (both private and public) shifts to a more digital infrastructure, so too must the evolution of client experience. On this episode, Simon talks about the need to respond to this evolution and how technology can help to provide great healthcare experiences.  And how easy it is to extend your clinical management software via the add-on integration approach.   Key takeaways: A well-designed website means that the developer designs it to accommodate disabilities, so no client is barred from accessing the necessary data. There are a lot of challenges when talking about the convergence of health and technology, as individuals rarely operate form viewpoints that are inclusive of both camps. In the UK, Simon says that there are noticeable differences between the public and private sectors for healthcare. Some of which he says can lead to far more expensive healthcare because they forego preventative consultations that could save major surgeries or health risks later on. Using the Rehab Guru app allows clients to give real-time feedback and score pain. This allows the practitioner to monitor their progress and prescribe interventions, if necessary. Client-centred healthcare and the collaboration between healthcare providers and specialists. Traditional healthcare providers need to adapt to the evolution of healthcare demands in the private and public sector.   Resources and links:   Connect:
Today’s guest is Claire Edwards is Founder of b.school4change and social movement #pledge4change and a purpose driven innovator promoting and supporting transformation within the healthcare. On this episode, Claire discusses methods and techniques to simplify making change using the Leading Change Model and explains whey we should accept changes in healthcare as a necessary step to transforming the industry for the better. The discussion tackles organisational change in the healthcare sector, how to embrace it, learn from it and adapt to it whilst reminding us not to over-plan, but to take action to get unstuck in well-worn pathways incrementally.   Key takeaways: We aren’t exactly taught how to change in business. The Leading Change Model helps facilitate that process and starts that necessary first ripple. You have to instil trust in organisations to guide them off the beaten track. Claire contends that the most important thing to do is to take action. Direction and implementation are two essential components of cultivating change within an organisation. Claire says finding a balance between desirability for the business and client will lead to strong implementation and direction. Change can be overwhelming, but embracing it and adapting is essential for organisational success. You should return after 90 days for feedback and assess whether a particular change was effective. Everyone has the responsibility of making the healthcare system better through incremental change.   Resources and links:   Connect:
Cathy Love is an author, business coach, occupational therapist and the Founder of Nacre Consulting. On this episode, Cathy talks about her practice, the motivations behind her work and some of the biggest obstacles within the allied healthcare field. She fully subscribes to the sentiment that, “Your level of success rarely exceeds your level of personal development.” Cathy touches on the power of branding, her shortcomings when she was starting out in business and how she addressed them head-on. She also speaks about how to align with your team and the importance of serving their wellbeing. And don’t miss Cathy’s tips on how to develop a more human, client-centric approach towards healthcare! Cathy firmly believes that not enough is being done to put clients first within healthcare. This episode provides a lot of ideas and principles to help you get started on that.   Key takeaways: The term ‘nacre’ is the process of turning grit into a pearl. A fitting definition for Nacre Consulting. ‘Mentoring’ is the ability to share your personal or business experience with someone else. This is a different skill to ‘coaching’. Performance development is a much better term than clinical supervision, according to Cathy. It’s a much more humanising term and one which sounds less clinical. To ensure your team is naturally aligned, don’t just recruit in the traditional ways but also make room for the right person to join. Good therapy means being client-centric. Integrating services that blend data and technology help provide a warmer, more human, client experience. Smaller businesses are shifting towards a more customer-centric business model and are hosting roundtables to learn what the customer really wants.   Links and resources:   Connect:
Natasha Ace is Founder of the Private Practice Alliance. She has an immense amount of experience in the mental health field, having worked with 1,000s of practitioners to improve their practices. On this episode, Natasha shares her work with the Private Practice Alliance and their vision to understand and improve the client journey. They do this by supplying the necessary tools for practitioners do their job better, and also improve the empathy and connection they have with their clients. Natasha also believes that transparency is the easiest and quickest way for reimagining healthcare. Natasha talks about her philosophy to stronger networking within the local mental health community. She says, “People don’t have to use your service to appreciate what service you’re offering”. And overall, striving for greater connectivity and support in the mental health community starts with increased networking on the local level.   Key takeaways: Innovation doesn’t have to mean developing huge, ground-breaking technologies. It just means you are doing something different than other organisations out there. Recording online FAQs is a prime example. Personal branding is important for injecting your personality and uniqueness into your practice. Clinicians and mental health practitioners should be meeting with their fellow neighbours in the field to drive outside ideas, support and creativity. Networking can be much more in-depth and personal. For example, meeting with local GPs for coffee makes a big difference in local community networking. Learn how to use client management software accurately in order to minimise client wastage. The client journey is important to consider in the modern mental health field. And this will only get more important as a service model in the future. Networking and providing quality services is much better for client acquisition than simply buying ads on Google.   Links and resources:   Connect:
Diana Younan is the Customer Success Manager at coreplus. On this episode, we talk about her lived experience with customer-centric healthcare and how to design a client-first health practice. We delve into the intersection between human experience and how health practitioners design their health practice. We also discuss marketing techniques to increase user engagement and improve client experiences with health technology. Diana shares her tips on how to build stronger connections with clients, and the importance of personalised follow-ups and surveys. For those who don’t have enough time to learn about marketing, Diana encourages you to get help with the research and design of your client experience. With a full client load, of course you are busy! But it can be done. With some experimentation and tactical actions, we can all improve the experiences of our patients and clients.   Key takeaways: Customer Success is about making customers, businesses and employees happy across the board. If implemented correctly, technology can lead the way for creating amazing client experiences. Really connecting with your clients involves being authentic and having a real conversation. A/B testing in a healthcare setting is a great way to test and learn which approaches work the best! Surveys and truly personalised follow-ups have a lot of untapped potential for healthcare providers. Diana suggests going back and reviewing your website, product or app to evaluate whether it speaks to the Australian consumer in an empathetic way. This should be done regularly.   Links and resources:   Connect:
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