How Service NSW Achieved a 97% Customer Satisfaction Rating

The NSW government knew it had to put its customer service first. Which is why the NSW government created Service NSW, a one-stop-shop for customer service to unify and raise customer experience standards.

You’re only 5-steps away from creating a better patient experience – here’s how

In this article, we’ll show you how to create a cycle in five steps so that you can implement a plan and experience the benefits of feedback firsthand. Ready to take your facility to the next level? Read on.

Part 2 of 2: Communicating wait times to patients

Running a successful clinic can sometimes feel like a balancing act, especially when it comes to managing patient expectations and communicating appointment delays.

Part 1 of 2: The top 3 challenges healthcare providers face when communicating wait times to patients

There is often disconnect between the patient and the healthcare provider’s understanding of how a clinic should operate. It is difficult to manage each side’s expectations, as numerous factors that are beyond both the clinic’s control and the...

What is design thinking and how does it relate to service delivery?

‘Design thinking’ is an investigative and collaborative process that involves empathising with the users of a product or service to inform and improve upon its shortcomings. When applied to service delivery in a government context, design...

How to minimise stress on staff and patients through open communication in the waiting area?

Breaking down the clinic experience reveals the complexity of backstage processes that may falter and lead to longer wait times. An interesting statistic states that nearly 40% of patients admit to being frustrated with their doctor before their...

Service Delivery in a Digital World

Advancements in digital technology have made our lives increasingly more convenient - many of us hold instant access to information, services, and communication tools literally in the palm of our hands.

Discover how Service Design Blueprints can help you to improve your patients’ journey

Service design blueprints are a tool used by healthcare organisations to understand the functions and processes of all aspects of their service. A poor patient experience is often indicative of internal shortcomings within the clinic. In this...

Service Design: Defining the Patient Experience

The patient experience is a concept of growing concern in the healthcare industry. It is a broad term that encompasses everything a patient interacts with and has the power to influence their perception about the professionalism, quality of care,...

Service Design: 6 Barriers to Service Design and how to overcome them


There’s no denying that service design will improve and innovate your existing Healthcare service or help you design new ones, but there may be barriers along the way. We look at how to approach these barriers with suggested solutions to...