Supporting patient-led virtual care through real-time experience insight

Supporting patient-led virtual care through real-time experience insight: A CareZen success story

CareZen’s Australian-made Virtual Care Pods are designed to improve access to timely virtual care for patients across regional, rural, remote, and metropolitan communities. By blending physical infrastructure with digital delivery, CareZen enables patients to connect with care when and where it is needed, particularly in areas where access may otherwise be limited.

At Insync, we partner with CareZen to support the capture and use of real-time patient experience insight as these services are delivered. Through this partnership, patient experience data is used to inform practical improvements and help the CareZen team understand how patients experience the service in real time.

Patient experience results collected through Insync highlight what matters most to patients, including quality of care, accessibility, privacy, and ease of use. Across the program, results have shown strong patient sentiment, with an NPS of 91 and 97% of patients strongly agreeing they were satisfied with the virtual care they received. These results provided confidence that, from a patient perspective, the service was delivering a positive experience.

By combining CareZen’s care model with structured patient experience measurement, the partnership fosters a culture in which patient feedback informs ongoing learning and improvement.

What patient experience revealed about performance

The Central Queensland Virtual Care Pod pilot illustrates the value of considering patient experience alongside operational data.

CareZen’s utilisation data showed that patient session volumes were tracking below the forecast. On its own, this could reasonably be interpreted as an indicator that the service was not meeting expectations or was not performing as intended. At the same time, patient experience survey results collected through Insync showed that satisfaction among patients who had used the pod remained consistently high.

Viewing these data sets together allowed CareZen’s Customer Success Manager, Megan Dowdell, to form a more accurate understanding of the situation. The pod was delivering a high-quality experience for those who accessed it; the challenge appeared to relate to reach and awareness rather than the experience itself.

Because patient experience feedback was available in near real time, this insight could be acted on while the pilot was still underway, rather than emerging later through retrospective reporting.

From insight to action

CareZen’s response was shaped by what the data indicated:

Observed issue (from utilisation data):

The Central Queensland site was operating at approximately 40% capacity, below the forecast of 75%.

Experience insight (from Insync survey data):

Patient Experience ratings were consistently around 9/10, indicating that patients who used the pod were highly satisfied.

Operational response:

Based on this insight, CareZen introduced a program of weekly patient testimonials shared through local communication channels, including community newsletters and social media. The aim was to increase awareness and build confidence in the service using real patient voices.

Outcome:

Over the following 3–4 weeks, utilisation increased from around 40% to 55%. Ongoing monitoring enabled CareZen to see that the increase aligned with the awareness activity and that the approach was worth continuing.

This approach helped avoid changes to a service that was already delivering a positive experience, allowing effort to be focused on encouraging appropriate use.

Supporting flexibility and ongoing evaluation

An important aspect of the CareZen–Insync partnership is the ability to adapt patient experience surveys as new questions emerge. Survey updates can be made quickly to explore more specific aspects of the experience, such as patient demographics, reasons for using the pod, wait times, or technology considerations.

This flexibility supports targeted evaluation during pilots and early-stage deployments. If experience results begin to change, surveys can be refined to better understand why, providing more precise insight to guide responses rather than relying on generalised or delayed feedback.

Why this matters

This success story demonstrates how patient experience insights can help teams accurately interpret performance and respond appropriately. When experience data is available as services are delivered, it can support better judgement about where intervention is needed and where it is not.

While this case relates to virtual healthcare, the same approach can support decision-making in other contexts where early adoption, service quality, and ongoing adjustment are critical.

Contact Insync to discuss how real-time patient experience insight can support confident, evidence-based decision-making in your organisation.

Key contact