How To Improve Customer Experience With An Appointment Booking Solution

How to improve your customers’ experience when queueing for services

How paper-based outcome forms can lead to a loss of hospital revenue

How to Streamline the Student Centre Experience

Universities and TAFE (technical and further education) institutions around the country have become increasingly competitive, all wanting to attract the best students. Rankings are crucial, as are online student reviews.

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...

4 Big Ideas to Improve your Healthcare Service Design

With the demand for healthcare increasing in Australia, innovation, efficiencies and cost-savings are always on the forefront of provider’s minds. But how do you provide those, while at the same time delivering the same (or better) service for...

When was the last time you walked in the patient’s shoes and sat in an outpatient waiting room?

It’s 9:40am and you have just parked at your local health care facility for your scheduled 10am appointment in the outpatient department. You have arrived early to make sure that you are ready to see the health care provider on time, hoping that...

What are the benefits of a Queue Management System?

If you have customers who queue for your service, then you need to consider a queue management system. There are many reasons why a QMS can help your organisation, but here we’ve boiled them down to five crucial benefits.