With public hospital service ratings reaching 56% compared to 51% for private hospitals, the perceived quality-of-care gap has narrowed.
For Healthcare Insight and Voice of Customer / Patient Leads, the reality is stark: medical competency, cleanliness, and safety are no longer differentiators - they are simply assumed baselines. Yet, 48% of Australian experiences are currently rated as "nothing notable" - technically competent, but emotionally vacant.
When consumers state that experience is a primary driver in choosing a provider, healthcare cannot afford to miss the human connection.
On 15 October at 2pm, join our Customer Experience and Healthcare Experts Lisa Cooper and Trish Roberts to discover how to move past the functional baseline.
We will share:
- The Forces of Customer Experience (CX): How to design for 'Status' and 'Belonging' to trigger deep patient & consumer loyalty.
- Real-Time Voice of Patient / Consumer: How combining advisory insights with Experience Management technology allows you to capture feedback at critical moments and resolve issues instantly.
- The AI Guardrails: Navigating sentiment to deploy technology where it drives efficiency while strictly protecting the essential human element.
- The Power of Return on Patient Experience (ROPXI): Why "Emotionally Attached" consumers deliver higher retention and a multiplier in word-of-mouth recommendations.
Stop delivering "nothing notable". Start designing experiences that truly connect.
With public hospital service ratings reaching 56% compared to 51% for private hospitals, the perceived quality-of-care gap has narrowed.
For Healthcare Insight and Voice of Customer / Patient Leads, the reality is stark: medical competency, cleanliness, and safety are no longer differentiators - they are simply assumed baselines. Yet, 48% of Australian experiences are currently rated as "nothing notable" - technically competent, but emotionally vacant.
When consumers state that experience is a primary driver in choosing a provider, healthcare cannot afford to miss the human connection.
On 15 October at 2pm, join our Customer Experience and Healthcare Experts Lisa Cooper and Trish Roberts to discover how to move past the functional baseline.
We will share:
- The Forces of Customer Experience (CX): How to design for 'Status' and 'Belonging' to trigger deep patient & consumer loyalty.
- Real-Time Voice of Patient / Consumer: How combining advisory insights with Experience Management technology allows you to capture feedback at critical moments and resolve issues instantly.
- The AI Guardrails: Navigating sentiment to deploy technology where it drives efficiency while strictly protecting the essential human element.
- The Power of Return on Patient Experience (ROPXI): Why "Emotionally Attached" consumers deliver higher retention and a multiplier in word-of-mouth recommendations.
Stop delivering "nothing notable". Start designing experiences that truly connect.
Lisa Cooper
Director - Public Affairs, Ipsos Australia
 |
Lisa Cooper is a Director at Ipsos, registered psychologist, and healthcare research specialist with over 16 years' experience. She leads Ipsos' biennial Healthcare and Insurance Australia study, one of the country's longest-running studies of healthcare perceptions and private health insurance. Lisa combines behavioural science and research expertise to uncover the drivers behind attitudes, behaviours, and decision-making. |
Trish Roberts
Director - Experience Management Partnerships, Ipsos Australia
 |
With over a decade’s expertise, Trish is an award-winning Director of Experience Management specialising in large-scale Customer, Citizen, and Employee feedback programmes. She combines tech-enabled platforms with frontline staff enablement to bridge daily operations and strategic goals. A recognised thought leader, Trish leverages operational insights to drive cross-functional transformation, delivering measurable impact and lasting organisational value. |
Vice President, Healthcare Experience Strategy, Qualtrics
 |
Sarah Gilstrap is the VP of Healthcare Experience Strategy at Qualtrics, bringing over 18 years of industry experience to help organisations reimagine patient care and outcomes. As a Certified Patient Experience Professional (CPXP), she specialises in driving innovation, experience management, and change leadership across healthcare organisations globally. |
