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  As the new industry code for aged care visitations is implemented, a few things have become quite clear: 1.     Visits by friends and family are essential to the wellbeing of residents. These social connections cannot be stopped in their entirety. 2.   Visitation processes must change to equip vulnerable consumers, staff, and visitors themselves against COVID-19. 3.   Digital is the […]

The aged care industry is under intense pressure: a Royal Commission, new aged care quality standards, and sky-high workforce challenges, including staff ratios, recruitment and retention.   We are hearing many more stories from consumers, families and staff, both good and bad. The industry is finding its voice and looking for new ways to put [...]
Improving the customer experience is a catchphrase that's often noted in a strategic plan... and rarely put into action. Doing it well means listening to customer feedback, understanding what customers want, and rethinking your brand interactions.   In designing their new generation of retail stores, Bupa chose to put customers squarely at the centre. The idea [...]
The EOFY is an ideal time to test digital solutions to evaluate their impact and whether they belong in next year’s budget. Running a small-scale digital signage pilot is a great way to prove value at minimal risk, at a time that makes sense in the budget cycle. But if you’ve never done it before, there [...]
The Wall Street Journal wrote: “Hospitals are realizing they have a design problem as patients and visitors struggle to navigate the maze of the modern medical complex.” [WSJ] Improving hospital wayfinding is on the agenda for many hospital executives we speak with. Why? “The frustration of getting lost is ranked among the top complaints by [...]
Warning: Installing digital signage can cause people to see dollar signs. “We can fund all or most of this initiative by getting our suppliers and other brands to advertise on our network of screens”. In the healthcare sector, it’s a common approach for pharmacy groups and health services such as optical, physio, dental and fertility [...]
The psychology of waiting is said to have an origin story: “It was the 1950s, and a high-rise office building in Manhattan had a problem. The tenants complained of an excessively long wait for the elevator when people arrived in the morning, took their lunch break, and left at night. Engineers examined the building and determined that nothing could be [...]
Any hospital CEO knows that employee engagement is vital to achieving an advantage. A review of internal communications research in healthcare [1] found that: There is a culture of poor communication among health professionals which results in high employee turnover and other issues. Engaged employees are twice as likely to be top performers, miss 20% fewer days of [...]
How do you remind hospital staff about hand hygiene? With 80% of hospital-acquired infections thought to be through hands, compliance and improvement requires constant attention. Studies have found that non-compliance is usually due to: a. Forgetting or being distracted b. Not having the right knowledge about the importance of hand washing c. Not having the [...]
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