The better the question. The better the answer. The better the world works. У вас есть вопрос? У нас есть ответ. Решая сложные задачи бизнеса, мы улучшаем мир. У вас є запитання? У нас є відповідь. Вирішуючи складні завдання бізнесу, ми змінюємо світ на краще. Meilleure la question, meilleure la réponse. Pour un monde meilleur. 問題越好。答案越好。商業世界越美好。 问题越好。答案越好。商业世界越美好。

How do you care for today while building the health of tomorrow?

Consumer-patient and staff experience at the centre

Innovating healthcare will require a systemic shift from an optimisation play focused on reducing cost and time spent to a more personalised participatory health ecosystem. New opportunities lie at the intersection of megatrends and human outcomes where experience-led organisations will reap the benefits faster than transactional operators. A dual pathway strategy is a must, with the customer-patient and staff experience at its core.


In this insights paper, we explore key insights from the EY Future of Health 2018 Survey of 2,044 consumers and 177 doctors from across Australia. We deep dive into how we believe industry players should focus on realising new value.

This paper is part of our ongoing dialogue with the health sector as we strive to innovate and build a better working healthcare for all.

We discuss and focus on three key finding:

EY - Transforming the university business model
EY - Transforming the university business model
EY - Transforming the university business model

“The growing divide between the digitally engaged consumer-patient and the doctor community that is slower-to-embrace digital innovation requires urgent attention. If the divide is not addressed, incumbents won’t realise the promised value; empowered consumers and non-incumbents will redefine the game.”

EY Future of Health Survey 2018

Australian consumers and doctors rate our healthcare system differently

42% of consumers rated our healthcare system as “Excellent” or “Very good” compared with 62% of doctors who rated it as “Excellent” or “Very good”.

How would you rate the overall performance of the health care system in Australia?

EY - The university of the future

How do you realise the value of better customer-patient and staff experience in a digitised ecosystem?

  1. Size the prize through a value lens

  2. Challenge your existing assumptions with an evidence-based, data led approach

  3. Be disciplined in your pursuit of value creation

Watch the highlights from the Future of Health EY wavespace event

We are entering an era of transformational change within health. An aging population, shifting power dynamics, increased demand for services and changing consumer expectations, is all driving a new health ecosystem. EY is working with all industry stakeholders to interpret, reimaging and thrive in this new ecosystem. Watch the highlights from Future of Health EY wavespace.TM

Contact us

EY - Gerald Marion
Gerald Marion
APAC Health Strategy and Innovation Realised Partner
EY - Jenny Parker
Jenny Parker
Oceania HealthLife Market Segment Leader