Entries by Insight PSS

Is patient loyalty enough?

An excellent article, recently published in Aesthetic Medical Practitioner Magazine.   “Today’s level of professional competition has never been seen before in the aesthetic market. Consumers are more discerning than ever before, and relying on patient loyalty is no longer enough to keep your practice successful. By taking time to understand consumer motivations, having the right […]

IPSS Offering Free Business Assistance During COVID-19 Crisis

Announcement – April 6th, 2020   Due to the extraordinary economic circumstances arising from the COVID-19 crisis, Insight will be offering advisory services on a complimentary basis. This offer is available to: Medical Clinics. Professional Associations & Organisations. Medical Device and Supply Providers. We will be working with our current clients, as well as any […]

Use Patient Preference to Improve Patient Care Through Technology

Stop me if you’ve heard this one: It is absolutely imperative for medical practices who depend on Medicare reimbursements to strive to improve patient experiences through whatever means necessary if they hope to succeed in the world of value-based care. Software Advice, a company that helps businesses navigate the software buying journey, released findings from […]


The Australian legal system is slowly catching up with issues caused by reviews of personal experiences with businesses on social media sites. One of the myriad of challenges created by this rapidly growing trend is the ability for users to make statements either anonymously or under a pseudonym. In some cases the claims may be […]

Business of Beauty Program at #Cosmedicon2020

Really looking forward to joining a group of highly regarded presenters at the Cosmedicon “Business of Beauty” seminar: Sunday 8th March 2020 at Hotel Intercontinental Double Bay, Sydney Lots of expert advice on medical practice management issues, such as: Business & Financial Planning Social Media Marketing Human Resource Management http://www.cosmedicon.com.au/   I will be facilitating […]

How Can Clinicians Teach, Learn Provider Empathy, Compassion?

  Grounding provider empathy training in genuine feedback will help drive compassionate care.   In healthcare, it might be time to reconsider how to think about empathy. As more industry experts underscore the importance of compassionate care, developing new ways to train, and therefore look at, provider empathy will be key.   Data shows that […]

When Good Customer Experience Surveys Turn Bad.

  Is there such a thing as a ‘bad’ Patient Experience Survey?   You betcha! Over the years, I’ve seen the good, the bad and the simply appalling.   Not too long ago, I had a minor surgical eye procedure which entailed multiple preliminary visits for scans and consultation, followed by a rather scary operation […]

Do satisfied patients and engaged staff impact on healthcare business profits?

Well, according to an article recently published in Harvard Business Review, it would seem that they do… and very much to the positive.   https://hbr.org/2019/05/when-patient-experience-and-employee-engagement-both-improve-hospitals-ratings-and-profits-climb   When Patient Experience and Employee Engagement Both Improve, Hospitals’ Ratings and Profits Climb Health care executives know that patient experience and workforce engagement are intertwined, but few providers integrate […]

Medical Services Consumers – What Matters Most to them?

  I had the opportunity to deliver a presentation at #Cosmedicon2019 in the “Business of Beauty” workshop.   The paper discusses what defines “The Patient Experience” and looks at data from a recent international survey by the Beryl Institute: “Consumer Perspectives on Patient Experience”.   To get the ball rolling, I posed three questions to […]