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


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.

U.S. Trends in Cosmetic Procedures. Are there lessons here for Australian Clinics?


The American Society of Plastic Surgeons (ASPS) has just released data from their most recent study of cosmetic procedure trends, showing the comparative results from 2017 versus 2016.


The report shows overall growth of 2% in the total number of procedures undertaken (year-on-year). It also highlighted the rapid growth in the “minimally invasive procedure” category, which is up nearly 200% since Year 2000.


Top performers in the “Minimally Invasive” category were: Cellulite treatment, Platelet Rich Plasma and Fat Freezing.


Highest growth in the “Surgical” category were: Hair Transplantation and Breast Reduction. (Interestingly, the number of Buttock Implant procedures fell by 56%.)


The key charts within the report are a little dense and difficult to see in the online version, so we’ve taken the liberty to summarise the most significant results for both categories below:



ASPS Chart 2

ASPS Chart 1


Survey of Consumer Attitudes on Cosmetic Enhancement Procedures. (Closing shortly!)

Cosmedicon logo 3


On behalf of Cosmedicon, Insight is conducting research on Australian consumer trends and attitudes, regarding minimally invasive medical procedures and treatments.


The survey covers issues such as;

  • The most popular types of procedures.
  • Motivational factors.
  • How consumers research treatments, and
  • How they choose a suitable clinic or practitioner.


The results of the study will be published in conjunction with the Cosmedicon conference in March.


Please contribute your thoughts and opinions to this important study.

It takes only 2 minutes and your participation will be of enormous assistance and greatly appreciated.


 Take Survey


Or copy and paste this link to your browser.



Presentation at ASAPS Conference

ASAPS 2 - Cropped

At the recent 40th Annual ASAPS Conference (Australasian Society of Aesthetic Plastic Surgeons) in Melbourne, we had the opportunity to present two papers in the ‘Business Management’ program. The second featured case studies of 2 cosmetic medical practices which had implemented Patient Experience Feedback programs, and showed the success those clinics had achieved as a result.


A key message of the presentation came from a quote by renowned business performance guru – H. James Harrington:

Measurement is the first step that leads to control and eventually to improvement.

If you can’t measure something, you can’t understand it.

If you can’t understand it, you can’t control it.

If you can’t control it, you can’t improve it.


With this in mind, we demonstrated how both clinics had carefully analysed both the quantitative data and patient narrative comments to evolve their procedures and achieve substantial improvement in critical areas of their operations. Both saw significant uplift in Key Performance Indicators:

Case study 1 slide


Neither practice achieved their success by simply looking at their PX program data. If only it were that easy.

It took the dedication to continually review feedback and engage with their teams to evolve operating procedures and standards. They kept asking the question ‘What can we do better’ until they got there. After 3 years, they’re still asking and still improving.



“Healthcare organizations will need to live up to a new service expectation if they want to continue to win the business of their service savvy customers” –

ASAPS Conference Presentation

Just a couple of weeks to go until the 40th Annual Conference of Australian Society of Aesthetic Plastic Surgeons.

We’re delivering a presentation featuring the results of Case Studies, demonstrating how Patient Experience Programs have delivered successful outcomes for 2 different clinics.

Date:Friday 20th October, 2017.

Session time: 3:30pm to 5:30pm

Here’s a preview of what we’ll be covering…

New Microsoft PowerPoint Presentation

BIG NEWS…We’re presenting at ASAPS 2017.

Cover slide 2


Insight is delighted to have been invited to present at the upcoming conference of the Australasian Society of Aesthetic Plastic Surgeons.

We’ll be delivering a paper showcasing the findings from case studies of 2 different clinics that employ Patient Experience Programs.


If you’d like to learn how they achieved dramatic improvements in their customer experience and patient loyalty, you won’t want to miss this.


See you at: The 40th Annual ASAPS Conference

The Grand Hyatt – Melbourne

3.30pm, Friday 20th October