What Patients Want in 2021



This recent US study reveals the latest patient preferences and habits related to choosing a provider, receiving care, and communicating with a practice.


Key findings from the survey report include:

  • Most patients look online to find healthcare providers. Three of four people have searched online to find out about a doctor, a dentist, or medical care. Sixty-one percent do so either sometimes or often.
  • Reviews are the most influential online resource for patients. When choosing a healthcare provider, 74 percent of patients find positive online reviews very or extremely important. Sixty-nine percent say they will not consider a healthcare provider with an average star rating lower than 4.0 out of 5.
  • More than half of patients prefer a digital connection for five key interactions with practices. At least 51 percent of patients favor digital interactions when scheduling an appointment, filling out forms, asking a provider a question, paying a bill, and accessing health records.
  • Patients prefer text messaging for appointment communications. Two-thirds of patients prefer text messages when receiving medical appointment reminders. Also, 59 percent would like text message reminders to book their next appointment.  
  • There has been a notable level of patient attrition at practices. More than one-third of patients say they have left a healthcare provider in the past two years. Eight of 10 say they did so because of a poor in-person experience, and/or lack of access and communication with their provider.

Read the complete study report: 2021 Patient Perspective Survey Report | PatientPop



We’re looking forward to ROAR 2.0 Sydney, where we’ll be presenting the findings from a research study of Australian consumer experiences and attitudes regarding hair loss and available treatments.


To coincide with the event, we have a special offer, exclusively for ROAR 2.0 attendees:


Free establishment/set up of any new Patient Experience Feedback program for your clinic. This covers:

  • Survey questionnaire design.
  • Graphic design / logo and image insertion.
  • Upload to our secure online host server.

(A total saving of $660)


If you’ve been thinking about using client feedback to optimise your clinic’s patient experience, this would be a great opportunity to kick it off.

The offer is limited to attendees of the ROAR 2.0 events in Melbourne, Sydney and Gold Coast and expires on 30th August, 2021.


Please quote promo code: ROAR 2.0




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 other Australian clinics and organisations who have been affected by social distancing and shut down measures.

Services that will be offered without fee include:

  • Customer/Patient Experience Programs.
  • Association Membership Feedback.
  • Consumer & Market Research Projects.


Many market research providers are reporting higher than usual response rates to their consumer and B2B surveys, as more people are working from home and are less time-constrained.


We recognise that many businesses would currently be experiencing difficulties with financial and manpower resources. Our aim is to assist organisations who may require such services now and with planning and preparing their eventual return to normal trading conditions.

This complimentary business assistance program is available now, will continue for a minimum period of three months and may be extended further, should circumstances require.


For further information, contact:

Mr Kerry Bielik

Ph: 0414.365865


Use Patient Preference to Improve Patient Care Through Technology

Software advice

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 its latest survey on improving patient care through technology. The study uncovered trends related to patients’ opinions, preferences, and expectations around three major, emerging healthcare technologies: telemedicine, artificial intelligence (AI), and electronic health record systems.

The study found that the use of AI-based technology within a medical practice is rapidly becoming an important selection criterion for patients, as 64 percent of patients stated they are more likely to choose a provider that uses AI-powered tools over one that does not.

Telemedicine services and insurance benefits top of mind for patients

Telemedicine is in high demand for enhancing the patient experience, reducing the need to travel and minimizing risk of exposure in hospitals and clinics. The survey revealed that 84 percent of patients are more likely to choose a provider who offers telemedicine over one who doesn’t.

AI is revolutionizing patient-centered care

The use of AI-based technologies in healthcare is becoming more prevalent, as nearly a third of all respondents (31 percent) stated they have interacted with AI-powered chatbots on provider’s websites to get questions answered or virtual nurses that take patient histories ahead of exams.




When Good Customer Experience Surveys Turn Bad.

how does it works


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 and post-op consultation. During the final visit, I was asked to fill out a “Patient Satisfaction Survey” form. Being in the “biz” I figured I ought to walk the talk and contribute to the cause.


Still with a patch over one eye, I was handed a dog-eared 6th generation photocopy of a two page form with over 30 questions and responses, which I was expected to complete under the watchful eye of a member of the practice staff. Apart from; being almost illegible, the intimidating circumstances and the poorly worded questions, I duly completed the form and watched in amazement as the staff member placed it in an open file tray on her desk.


I was left with the overall impression that the practice was merely paying lip service to the idea of asking for patient feedback. If they actually took it seriously, they would surely not be taking such a cavalier approach.


So what makes for a bad survey?

  • Convoluted survey instructions.
  • Too many questions.
  • Irrelevant questions.
  • Poorly phrased questions and loaded response options.
  • Failure to ask the questions about what matters to the customer.
  • Lack of opportunity to provide qualitative commentary.
  • Over-emphasis on certain aspects of the patient journey, to the exclusions of others.
  • An overriding impression that it’s just an afterthought and not being taken seriously.


A 2016 US study of online reviews of medical practices found that 96% of complaints found fault with the customer service – not the quality of care.

That was certainly my own experience at that eye clinic, though I doubt the questionnaire I completed will have any impact whatsoever.



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

Medical profits

Well, according to an article recently published in Harvard Business Review, it would seem that they do… and very much to the positive.


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 and analyze these data to really understand the connection. Management tends to take it on faith that improving patient experience and enhancing employee engagement are good ideas — but faith alone doesn’t always lead to appropriate prioritization if it isn’t accompanied by insight into how issues relate to bottom-line performance.

When organizations have invested in comprehensive data collection for a few years, they see a time-lapse view of their performance that demonstrates whether it is improving. Leading organizations are taking it a step further, leveraging the data to understand how improvement on patient experience and/or employee engagement correlates with broader organizational performance.

Our latest research shows that hospitals that improve over time in distinct HCAHPS survey measures of patient experience or employee engagement also see improvement in patients’ global ratings of their care.

Further, the data reveal that there can be a compounding effect when organizations improve in both experience and engagement measures.

What’s more, we found a pronounced association between improvement in overall hospital rating and financial performance: for every one-point increase in hospital rating we saw a 0.2% increase in net operating profit margin.

When we removed critical access hospitals from the data set, every one-point increase in hospital rating was associated with a 0.4% increase in profit margin. In this scenario, a five-point increase in hospital rating correlates with a two percent profit-margin increase.


Given the sweeping and unstoppable market forces exerting pressure on health systems and hospitals, evidence of the compounding effect of patient experience and employee engagement on business outcomes should command the attention of health care leaders. The follow-on imperative is to home in on the key structure and process elements that drive better performance in both domains.



Medical Services Consumers – What Matters Most to them?

12 - Cropped


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 the audience:

  •  Has the business of Aesthetic Medicine become more competitive over the past 5 years?
  • Do you expect it to become even more competitive in the next 5 years?
  • How do you propose to maintain a competitive advantage in an increasingly competitive business environment?


For a copy of the presentation, please email me at:



Advice for Doctors…from a Patient


We just had to share this.

A reminder of how it feels to be a patient, reliant on the empathy and patience of their doctor.



Intro pic

What Aesthetic Procedures and Treatments are Trending Right Now?


RealSelf is a leading online marketplace for consumers to research cosmetic treatments and physicians. The RealSelf 2018 Aesthetics Trend Report was compiled by analysing user behaviour trends from U.S. consumers researching on RealSelf during 2018.


Trend Overview.

“While we continue to see high interest for surgical procedures, advancements in technology have expanded minimally invasive treatment options and helped to make aesthetics more accessible to women and men of all ages.” “The growth of minimally invasive procedures reflects the rising interest in treatment options that deliver results with little downtime, and the trends we’ve observed on RealSelf indicate this demand will continue to rise in 2019.”

Top ten other

Top Ten most reaserched


Key Findings:

Most Researched Minimally Invasive Treatments: Interest in Injectables Remains High

Injectables continue to be a top trend and were some of the most researched treatments in 2018, with three out of the top 10 most researched minimally invasive procedures being injectables.

Most Researched Surgical Treatments: Procedures for the Breasts, Tummy Top the List

Interest in surgical treatments for the breasts, from augmentation to lifts to reduction, remained high in 2018. While breast augmentation leads the top 10 list, breast reduction is also popular, coming in at No.7. Mommy makeover follows at No. 8, and breast lift rounds out the list at No. 10.

On the Rise: Treatments Designed to Improve Skin

Treatments that improve skin conditions—from acne to scars to discoloration—saw rapid interest growth in 2018, taking five spots on the top 10 list of fastest-growing minimally invasive treatments.


Hair Growth Treatments Trending Up

A growing number of consumers are researching hair restoration, with two treatments making the top 10 list of fastest-growing minimally invasive treatments. PRP for Hair Loss takes the No. 4 spot with 20 percent growth compared to 2017.


Interest in Niche Surgical Procedures for the Face, Ears Increasing

Topping the surgical list with the highest year-over-year growth is thread lift, which saw a 42 percent jump in interest compared to 2017.


The 2019 Aesthetics Watch List

 The Year of the Toxins

According to RealSelf, interest in Botox is increasing the fastest among 18- to 24-year-old RealSelf users. While Botox is the frontrunner today, up-and-coming entrants from companies like Revance and Evolus could bring increased competition to the neuromodulator market.

Less Invasive Alternatives to Traditional Procedures

This year saw sizable spikes in interest for nonsurgical treatments that offer a less invasive alternative to traditional surgery. The body contouring treatment Emsculpt, which ranked among the top emerging treatments of 2018, is one example.

Another is the off-label use of fillers. Sculptra Aesthetic, which saw 31 percent interest growth last year, is FDA-approved to treat facial wrinkles, but a growing number of doctors are using the injectable for buttock augmentation.

Expanded Conversations About Modern Beauty

Celebrities and other influencers have helped elevate the conversation and reduce the stigma around cosmetic procedures by sharing their treatment experiences on social media. As advancements in technology help make aesthetics accessible to a wider audience, more people have the ability to choose procedures that support their individuality and personal definition of beauty.

Exciting New Feature – Adding Photos to Patient Feedback Surveys

Selfie 1

We’re delighted to bring you news about an exciting new feature available on our Patient Experience Feedback Programs.

When your patients just can’t find the words to express how over the moon they are about their results, now they can actually show you.

The brand new “Photo Upload Facility” allows patients to attach a picture when completing their survey response. These might be images of post-treatment outcomes or happy patient lifestyle shots (e.g. selfies) etc.

INSIGHT clients who currently use their Access Portal to review individual survey responses, can then download the photo and retain it in their patient files or potentially use it in your social media marketing (subject to industry regulation).

JPG and JPEG file types can be uploaded.

Note: This new feature is available at no additional cost on all our online Patient Experience Programs.


Please contact us if you’d like to discuss adding a Photo Upload to your patient survey questionnaire.