In this episode of Talking HealthTech, host Peter Birch speaks with Shelley Thomson, Co-founder and Director of Patient Experience Agency, about embedding patient voice and human-centred design into healthcare reform.

Shelley shares Patient Experience Agency’s approach to co-designing healthcare services to deliver more personalised, outcomes-driven care, discusses the vital distinction between patient feedback and patient-reported measures, and unpacks practical strategies for clinicians and organisations to meaningfully involve patients, carers, and their families in shaping healthcare experiences.

Key Takeaways:

• “Nothing About Me, Without Me” means co-designing healthcare with patients and carers, not just collecting feedback after making decisions.

• There is a crucial difference between patient satisfaction surveys (feedback on services) and Patient-Reported Outcome/Experience Measures (PROMs/PREMs), which reflect how patients are doing and what matters to them.
• Truly personalised care focuses on what is most important to each patient, considering their life goals, needs, and circumstances, not just clinical outcomes.
• Embedding patient-reported measures requires more than collecting data; the real shift happens when clinicians use this information to tailor care and drive better outcomes.
• Behaviour change programs, including structured learning and peer support, are much more effective than isolated attempts to implement PROMs/PREMs in driving sustained improvements in patient experience and uptake.

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