Empowering clinicians to
deliver care that connects.
Delivering personalised care through courses, training,
personalised coaching and implementation.
Trusted by organisations across the health, aged and disability care sectors.
Experts in Experience-Driven Care.
Patient Experience Agency (PEA) is an Australian health consultancy and human-centred design firm transforming how care is delivered. Founded by Jill Holmes, Shelley Thomson and Dana Ronan, PEA brings together deep healthcare expertise with digital and customer experience insight to help clinicians and organisations achieve better patient outcomes.
Our guiding principle, Better Experiences. Better Outcomes, underpins everything we do. By partnering with patients, listening to what truly matters, and embedding their voice into care delivery, we help create systems that serve patients, clinicians and organisations alike.
As agents of change, we are shaping a healthcare future that is patient-led, data-driven, and outcomes-focused, one where every experience drives measurable improvement across quality, satisfaction, and performance.
What we do.
Online Courses
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Our online courses simplify the fundamentals and support clinicians to improve patient experiences and outcomes, with flexible, self-paced learning.
Consulting & Coaching
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Personalised consulting and coaching across patient journey mapping, PX strategy, consumer engagement and improvement initiatives.
Premium Coaching
For clinics and organisations looking to implement standardisation across care and liability - through our leading PROMs & PREMs courses, procedures and change management toolsets. From coaching and advising to complete done-for-you solutions.
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Book a 30-minute discovery session
to find out how we can empower your team to deliver care that truly connects with your patients.
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BOOK NOWA shift in healthcare.
The Changing Landscape.
Healthcare is shifting from high-volume, clinician-led models to care that is patient-partnered and outcomes-focused. Value-Based Healthcare (VBHC) is gaining momentum internationally — and the evidence is clear.
In a recent pilot Patient Experience Agency led for Allied Health Professions Australia, practitioners who received structured coaching in VBHC approaches saw a 14.9% lift in Patient Experience (PX) maturity and 5× more patients enrolled in outcomes measurement programs.
The Role of PROMs & PREMs.
Two tools that are at the heart of facilitating this shift are PROMs (Patient-Reported Outcome Measures) and PREMs (Patient-Reported Experience Measures).
Together they give clinicians the ability to listen, measure, and act on what truly matters to patients— while giving patients a genuine voice in their own care. The result is a partnership, not just a transaction. Care that moves from "What's the matter with you?" to "What matters to you?"
Get some handy tips for your practice on our blog.
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Patient Experience Agency acknowledges the Traditional Owners of country throughout Australia and recognises their continuing connection to land, waters and community. We pay our respects to them and their cultures; and to elders both past and present.
