It’s the details that make the difference

GenesisCare have a wonderful initiative we’ve coined “Just Starts” as part of our program to improve the patient experience. The program is designed to delight our patients and empower our teams.

The Just Starts initiative was founded at a Patient Experience Workshop held in 2016. Workshop participants – patients, advocacy groups and our team – shortlisted ideas that could quickly and easily enhance patients’ experience. The idea being to just start doing something, no matter how small.

Just Starts gives each centre a dedicated budget. The three key objectives of this initiative are to: act on patient feedback, delight and surprise our patients and empower our teams.

This year our teams provided patients with welcome packs, an oncology massage service, personalised music, flowers, fruit, coffee machines, birthday cards and dress up days. Other thoughtful ideas actioned – that didn’t cost a cent – included a say hello and smile policy, wait room furniture re-arranged to pod style seating, a department clean up and ensuring all team members have name badges. Our teams came up with great ideas that patients really value.

The initiative is in its fourth year now and we continue to delight and surprise people in our care while empowering our team to do what they do best. Afterall, it’s the details that make the difference.


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