Customer Science

Industry

Health & Care

Health and care work touches people at their most vulnerable, in a sector where every stakeholder group tends to work in its own silo. We put the patient at the centre of that landscape and build the connected understanding around them that the system usually lacks.

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A clinician reviewing a record at a workstation on wheels in a hospital corridor.

What we do

A respected voice across a fragmented sector

Customer Science has strong relationships across the health and care industry: government departments, public and private hospitals, health software providers, peak representative bodies, clinicians and patients.

The sector is large and, too often, siloed between stakeholder groups. We work to place the patient at the centre of that landscape and build a connected network of understanding and care around their needs.

That approach is why Customer Science is a respected voice in health and care, able to talk practically with people in policy and legislation as well as those delivering frontline care. We support sustainable change in the sector by giving meaningful advice and advocating for practical action.

The sector itself keeps widening: healthcare services, accommodation and meal providers, schools and workplaces all now play a part in people's health and welfare, and we work with each of them.

What patients expect

Communication is part of the care

of patients say clear communication and the experience a provider delivers matter as much as their clinical care
86%
of Australians who used telehealth would use it again if it were offered
90.3%
of Australians seeing three or more health professionals had problems caused by poor communication between them
16.3%

Sources: The Beryl Institute, 2024 Global Healthcare Consumer Report (13 countries); Australian Bureau of Statistics, Patient Experiences, 2024–25.

Where care is going

Care is moving beyond the hospital walls

More care is being delivered at home and virtually: acute care at home, chronic condition management at home, and virtual support for older people living at home or in residential aged care.

That changes the job. The patient journey now runs outside the hospital, through discovery, access, preparation, treatment, discharge, recovery, monitoring and intervention, and every one of those stages is an interaction someone has to design and run. Supporting an older person at home, keeping their family informed or helping someone leave hospital sooner is a health outcome, a patient experience outcome and an economic one at the same time.

Where we help

Four places patient and resident experience is won or lost

Patient access and navigation

For private hospitals: scheduling, referrals, pre-admission, enquiries, digital self-service and wayfinding, designed as one experience.

Care beyond the hospital

Discharge, virtual wards, monitoring, proactive outreach and escalation, so the journey holds together once the patient goes home.

Resident, client and family engagement

For aged care: home care scheduling, family communication, care-worker coordination and clinical escalation.

AI-enabled patient operations

Automating routine interactions so scarce clinical staff spend their time where clinical judgement is needed.

Questions worth asking

Start with who owns the experience

The useful questions are rarely about seats or software. We start with ones like these:

  • Who owns patient access in your organisation?
  • How are you scaling care outside your facilities?
  • Which interactions are using up clinical capacity when they don't need to?
  • How do you communicate with patients after discharge?

The work

Health and care organisations we have worked with

All Health & Care case studies ↗

Insights

Related insights

All Health & Care insights ↗

Your team

Your industry practice team

Meet the whole team ↗

Talk to us about health and care service delivery in your organisation.

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