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HISA NSW – Patient experience and user design

WHEN: September 22, 2016 @ 5:30 pm - 7:30 pm

WHERE: Zenith Centre Chatswood, Zenith Theatre Auditorium

Patient experience and user design

Digital change and patient expectations in healthcare continue to increase and rapidly change. Many healthcare providers are struggling to keep up with the pace of change. How do we continue to adapt to the changing environment, better enable patient care, redesign services and provide a better patient experience all-round?

Patient Experience and User Design is the focus for our September event. We are bringing a number of speakers together to discuss this topic with practical experience and thought provoking ideas.

Hosted and supported by eHealth NSW we look forward to our first event at Chatswood.

Program – Three presenters plus Q&A:

Dr Coralie Wales Manager Community and Consumer Engagement WSLHD, President Chronic Pain Australia.

BA (Psych), Master Rehabilitation Counselling, PhD Behavioural and Community Health.
Dr Coralie Wales has managed major projects and programs in healthcare since 2010 within two Local Health Districts. This work has been grounded in the experiences of consumers. For the last decade she has also conducted national campaigns in a not-for-profit organisation for people living with chronic pain. In her most recent role with Western Sydney Local Health District, she has been responsible for implementing a comprehensive framework to engage diverse Western Sydney communities in planning and reforming health services. A particular focus has been to develop partnerships, most notably with Western Sydney Primary Health Network (WSPHN), Sydney Children’s Hospital Network (Westmead) and Health Consumers NSW. Coralie is a member of the NSW Agency for Clinical Innovation Consumer Council, a high level team of consumer advisors to the work of the Agency, which advises NSW Health on effective engagement of consumers in health care reform. She is also the Chair of the State-wide Community Participation Managers’ Forum within NSW Health. Within that role she has engaged with the Pillars of NSW Health, particularly in relation to creating consumer information that is more accessible and meaningful. She was recently awarded the University of Sydney 2016 Faculty of Health Sciences Alumni Award for Community Achievement and in 2015 won the APAC Forum first prize in the Co-design category for the poster “Nothing about me without me”

Dr Avi Ratnanesan CEO Energesse, Specialising in improving patient experience and customer experience in healthcare.

Dr Avi Ratnanesan is the Chief Executive Officer of Energesse, a leading firm that specialises in improving patient experience and customer experience in healthcare. Energesse provides thought leadership in patient-centred innovation and technology solutions including MES Experience for real-time patient feedback and PanSensic for free-text analytics of patient stories. Dr Avi’s career began as a medical doctor in the UK and Australia following his degree from the University of Sheffield. After an MBA (Honours) from the University of Queensland, he ventured into biotech and pharmaceuticals with responsibilities including Chief of Staff at Pfizer Australia, leading the innovation agenda and helping grow the organization to over a $1 billion in annual revenue. He is a highly rated international keynote speaker whose exploits have been featured in Sky News, ABC, SBS and Insurance Business America. He also coaches CEO’s, executives and health professionals to develop their careers and achieving their highest potential.

Christopher Roosen CEO, Principal Designer, Founder Cognitive Ink, Leading in design thinking, UX and Service Design.

Christopher Roosen is the CEO, Principal Designer and Founder of Cognitive Ink, a product, service and experience design company based in Sydney. Obsessed with understanding how and why users think and behave, Christopher’s expertise is grounded in advanced studies in Applied Psychology and Human Factors. Fascinated with how design creates social change in healthcare, finance and infrastructure, he has spent the past decade leading design projects with startups and businesses across Australia, New Zealand and the United States.

Registration Fees

This event is free for HISA members and $25.00 for non-members. Please register via the above link to confirm your attendance.

Slides are available post event to HISA members only. If you would like further information on HISA membership please click here.

This event is proudly supported by


September 22, 2016
5:30 pm - 7:30 pm
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03 9326 3311


Zenith Centre Chatswood, Zenith Theatre Auditorium
821 Pacific Highway
Chatswood, New South Wales 2067
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The Health Informatics Society of Australia (HISA) has merged with the Australasian College of Health Informatics (ACHI) to form the Australasian Institute of Digital Health on Monday 24 February 2020. This site will no longer be updated and will be preserved for archive. Visit us at the Institute! www.digitalhealth.org.au.