Blog Archives - Nexa

Why an appointment is not just an appointment

For many of us when we hear the word appointment, we think of a face-to-face interaction at a pre-arranged time. And that’s what the dictionary describes an appointment as, “an arrangement to meet someone at a particular time or place”. When we overlay this simple activity with technology, it provides a much richer experience for [...]

Patient Journey Part 2: How can real-time engagement improve the experience of oncology patients during their visit?

In our first installment of this blog, we discussed creating a patient-centric operational treatment plan, and using an omnichannel approach to delegate and empower the patient as an integral part of the oncology patient journey. In this post we will focus on addressing patient needs during the patient journey at a medical facility. Improving cancer-patients experience [...]

Patient Journey Part 1: How can omnichannel engagement improve the experience of oncology patients and supporting family?

Healthcare providers today ask more of patients; inundating them with intake forms, screening questionnaires, patient experience & satisfaction scores and more. Nevertheless, patients are interested in getting pertinent educational information, information about supporting services, in-visit updates for waiting times, cause of waiting, and so on. This bi-directional communication between the provider and the oncology patient needs [...]

New Year Message from NEXA’s CEO

Firstly, I’d like to wish you all a Happy New Year and hope you’re all refreshed and ready for 2018. The New Year is always a great time to reset, reflect on the past year and set the sights on the year ahead and beyond. I’m pleased to share some of my reflections on 2017 [...]

10 Things Every Service Based Organisation Needs to Do to Improve their Customer Experience in 2018

As we delve deeper into ‘the age of instant gratification,’ customer experience is not just a consideration, but the metric by which many organisations live or die. It’s also one that most service businesses are looking to improve – research by Forrester indicates that 72% of businesses want to improve their customer experience, and for [...]

PART 2: Service design for the patient of the future

Following on from Part 1 which explored the basic principles of service design, the practical and applied framework through which an organisation’s services are designed from scratch or existing services re-designed, is the service design process. The objective of this 4 step process is to effectively and holistically manage the quality and consistency of service [...]

Part 1 of 2: Service design for the patient of the future

Less than a decade ago patients would automatically consult a medical professional to address their health issues. Now with the proliferation of technology and availability of information,  the patient approach to manage their healthcare has shifted. In Australia , 50% of patients use websites to manage their health, as well as mobile apps (29%), wearable [...]