In a groundbreaking move set to transform patient experience across Australia, Cura Day Hospitals Group has announced a strategic partnership with Bupa to implement Adoreboard‘s Emotion AI platform across its network of 37 hospitals.
Improving Patient Experience Through Emotion AI
Launched during Patient Experience Week, this collaborative initiative represents a significant advancement in how healthcare providers understand and act upon patient feedback. The partnership brings together three industry leaders, each committed to elevating the standard of patient-centered care through innovative technology.
Adoreboard’s Emotion AI platform will enable Cura to analyze Patient-Reported Experience Measures (PREMs) and Patient-Reported Outcome Measures (PROMs) with unprecedented depth and nuance. This powerful combination of emotional intelligence and predictive modeling will help identify key drivers of patient satisfaction and trust, while maintaining strict compliance with privacy regulations.
From Insight to Action: Transforming Care Delivery
Mr. Jeffrey Woods, Cura’s National Clinical Governance Manager, emphasized the transformative potential of the technology:
“By understanding the emotions that drive patient and carer feedback, we can respond with care that is not only clinically excellent but deeply human. Our partnership with Bupa to implement Adoreboard will help turn insight into action in a way that’s never been done before in Australian healthcare.“
—Jeffrey Woods, Cura’s National Clinical Governance Manager
The implementation of Adoreboard’s platform forms a central pillar in Cura’s comprehensive strategic program designed to deliver measurable improvements in patient outcomes and experiences.
Five Key Initiatives Driving Excellence
Cura’s strategic approach encompasses five key initiatives that will benefit from the emotional insights provided by Adoreboard’s technology:
1. Specialty-Specific PROMs
By collecting tailored feedback before and after procedures across various surgical specialties, Cura will gain deeper clinical insights that reflect patients’ perceived outcomes.
2. Cura Cares Framework
Being piloted across four sites initially, this framework introduces “5 Things We Do Every Time” – a series of MicroMoments designed to foster empathy, trust, and human connection throughout the patient journey.
3. Innovative Pediatric Engagement
A creative initiative enabling children to share their hospital experiences through drawing will be implemented across all Cura pediatric sites, providing age-appropriate ways for younger patients to contribute to care improvement.
4. Elevated Net Promoter Score
With ambitious targets of achieving an NPS of 80 or above, Cura will leverage Emotion AI insights to make targeted enhancements that positively influence how patients perceive and recommend their care.
5. Enhanced Experience Measures
Through data-informed decisions, Cura aims to increase patient-reported scores by 5% group-wide in three crucial areas: Staff Explained Why, Felt Safe, and Felt Cared For.
A Shared Vision for Healthcare Excellence
Luke Givney, Bupa General Manager – Hospital & Medical Partnerships, highlighted the alignment of values driving this partnership:
This partnership and underlying technology will help Cura connect the patient’s experience and help us identify opportunities to further refine the health experience of our customers and ensure every interaction is personalized.
Luke Givney, Bupa General Manager – Hospital & Medical Partnerships
The Future of Patient Experience
This pioneering implementation of Adoreboard’s Emotion AI platform marks a significant milestone in healthcare experience management. By combining clinical excellence with emotional intelligence, Cura and Bupa are setting new standards for patient-centered care across Australia.
The partnership demonstrates how advanced technology can support the human elements of healthcare delivery, creating a model where data-driven insights lead to more empathetic, personalized patient experiences.
Stay tuned for updates on this exciting partnership and the transformative impact of Emotion AI on healthcare delivery.
Read the Cura Day Hospitals Group press release here.
