Royal Rehab  | Patient Experience

 
 
 

Accelerating the shift to patient centric care

 

Royal Rehab is renowned for delivering exceptional rehabilitation and disability services for over 100 years, and prides itself on being at the forefront of health related innovation. 

 

CHALLENGE

 
 

To create a clear pathway for the organisation to be the exemplar for patient centric care, lifting patients perceptions of what to expect.

 
 

THE OUTCOME

 
 

The team wholeheartedly embraced the bold plan and are actively implementing the agreed actions to fundamentally transform rehab and disability care.

 

OUR APPROACH  

 
 

“ Quote is coming up. ”

 
 
 

Matthew Mackay, CEO, Royal Rehab

 

Discovery

 

 

 

  • Sat down with the leadership team to understand why the desire to change and worked through potential pragmatic approaches to craft the strategy during the covid pandemic when everyone is madly busy.

  • Engaged the community panel to understand their experiences, aspirations and journey.

  • Immersed ourselves in understanding the organisation with staff interviews, documentation reviews and a market scan.

 
 
 
 
 

Iterative Strategy Development

 

 

 

  • Developed a straw-man strategy to kickstart leaders thinking and tease out the potential options and iteratively refined it.

 
 

Visualisation

 

 

 

  • Prototyped different ways to communicate the strategy and visualise the organisations offerings and tested with staff, actively taking their feedback on board.

  • Supported the roll out of the communications across the organisation

 
 
 
 
 
 

CATCH UP OVER COFFEE OR OVER ZOOM

 
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