The Patient

Experience

Strategies to attract international patients

The Patient Experience defined:

“The hospital was far superior than any Australian

hospital I’ve ever seen. You could lick the floor it

was so clean. My surgeon was highly skilled,

professional, caring and informative. I’m so pleased

with my face lift results. He’s given me back my

youth. I wish I’d done it earlier.”

Jane Oldham, Qld

NO

“Whilst the hospital and surgeon exceeded my

expectations the overall experience was that I felt

scared, lonely and bored.”

One bad interaction can define the impression.

This is documented in retail and other service

businesses

Airport Welcome Desk International Food

Court

Patient Rooms Retails Shops

Opportunities for Australia?

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