The Emotional Mandate: Why clinical excellence is no longer enough

With public hospital service ratings reaching 56% compared to 51% for private hospitals, the perceived quality-of-care gap has narrowed.

For Healthcare Insight and Voice of Customer / Patient Leads, the reality is stark: medical competency, cleanliness, and safety are no longer differentiators - they are simply assumed baselines. Yet, 48% of Australian experiences are currently rated as "nothing notable" - technically competent, but emotionally vacant.

When consumers state that experience is a primary driver in choosing a provider, healthcare cannot afford to miss the human connection.

On 15 October at 2pm, join our Customer Experience and Healthcare Experts Lisa Cooper and Trish Roberts to discover how to move past the functional baseline.