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The Innovating Health Series was back in Brisbane for another roundtable discussion, this time examining Innovative Private Health Models. This health leader roundtable discussed key elements of private health sector change and evolving models against a backdrop of innovation and digital transformation.

Innovative Private Models of Healthcare
In a time when disruption and health system change is constantly being highlighted and discussed, we focused on how can we learn from the innovative models of healthcare. Increasingly the private sector is developing new business services and models of care which challenge traditional service delivery. Generally, this includes a greater focus on the customer / consumer. How do we learn from, harness and scale these innovative business models?

At the same time, a customer focus and patient experience is increasingly being brought to the front of our thinking. User experience, user design, co-design are all words used to describe how we should be planning for future services. This begs the question “do you know who your customer is?”. Noting the triple aims of healthcare – enhancing patient experience, improving population health, and reducing costs—how do we factor in the quadruple aim – improving the work-life balance of health care providers, including clinicians and staff? Do we include professional and organisational staff as healthcare customers?

We welcomed Nicholas Marlow, Director Co-Design Network, an executive with experience across all parts of the health sector including private and NGO, as our guide to explore the notion of a customer and planning, designing and implementing services to support future service delivery. The discussion centered on innovation through the lens of innovative private healthcare models, examined the concept of a customer and explored a number of examples and reflect on digital changes in healthcare and the opportunity it creates. We posed.

  • Do we have the right focus for service reform and change to be successful?
  • Do we understand our customers and what their needs are?
  • How are private healthcare organisations implementing innovation and service changes?
  • How do we quickly imitate best practice models and scale them across our health services?
  • Do these private models create inequities in healthcare that we are able to accept in the social fabric?

There was a lot of ground to cover and the discussion centered very much around the “customer” and “consumer” angle and did not progress into some other areas as planned. The key take-away points from this health leader discussion are highlighted in this summary.

The take-away points from this health leader discussion are highlighted in the summary report here.