Our Clients

"Shelley brings a fresh approach to the healthcare world.
This approach help practices to create experiences that patients and staff love."

Nick Ingold, Director & Practice Manager, Garran Medical Imaging

Let me show you a system that moves patients from…“Hi, I need to book an appointment” to…“Thanks for everything you do for my family!”

Perhaps the highest praise for any healthcare practice is when a patient recommends you to a loved one.

It’s the ultimate vote of confidence.

The question is: how can you make your practice a place where parents want to bring their children? Or where spouses tell their partners to book an appointment?

Here’s an approach that’s helped my clients to do just that – and turn as many as 9 out of 10 new appointments into patients for life.

A practical system backed by scientific research & 30 years’ real-world experience

Hi, my name is Shelley Thomson. I’ve been helping practice managers to deliver an excellent patient experience for 30+ years.

I’ve worked with successful healthcare businesses as both a manager and consultant. And I’ve won a reputation as a leading advocate for patient-centred care.

During this time, I have also developed a structured, scientific approach to patient experience.

The approach focuses on the human interactions in your practice. I call it the ‘Patients For Life’ system.

And it can help to turn patients into loyal fans who send cards that say, “Your practice is great. I’m so glad for your help…”

Introducing Patients For Life –
a step-by-step system to gain the trust and respect of patients

The ‘Patients For Life’ system helps you to build long-term, connections with patients.

It is unique for several reasons:

  • First, it is easy to set up and fits with your existing processes. No buzzwords or complex changes. My approach is flexible and focuses on human relationships.
  • Second, your staff will love it because it doesn’t need a lot of effort. But it makes their workdays happier, more enjoyable and less stressful.
  • Third, it is measurable. So as a practice manager, you can track the results to see how many new appointments and referrals it is winning you every week.

That’s not all!

How to become the practice that people want their loved ones to attend

Patients For Life benefit more than your business…

  • It helps your patients too. In fact, 55 studies suggest that delivering a better experience improves patient outcomes.
  • It helps your staff to feel less stressed because patients feel respected, cared for, and comfortable.
  • It helps you to create a great impression from the moment someone walks through the door. You’ll feel proud of the practice you manage.
  • And it helps your practice to avoid the common mistakes that cause patients to say, “I wouldn’t go there if I were you.”

Even more important, Patients For Life is not theory or buzzwords.

Instead, it is a practical approach, backed by science. And it has helped practice managers like you to turn as many as 98% of new appointments into repeat visits.

Even better, this approach can positively influence other aspects of the business


  • Enhance employee engagement and develop patient focused superstars
  • Identify outdated and inefficient processes, rules and systems
  • Align your organisation, resources and metrics around a common cause.

And much more…

Patients For Life is NOT a DIY system.

But, just as a doctor should never treat themselves, you are ‘too close’ to your practice to use this system.

That’s why Patients For Life is NOT a Do-It-Yourself method.

Instead, I work with you to develop the strategy. A fresh pair of eyes is the ONLY way to make this system work.

My approach is simple.

  • Get inside your patient’s head and experience your practice from their point of view.
  • Map out the critical human interactions that cause patients to judge your practice
  • Set up the simple systems that make patients feel comfortable, appreciated and valued.

By doing this, the atmosphere in your practice will start to change – from the reception desk to the treatment room. Everyone begins feeling more relaxed, friendly and helpful. 

Patients notice the calm. And they will remember that wonderful feeling the next time they book an appointment.

Coffee’s on me!

I could go on about the benefits of this approach.

But if you’re interested it might be quicker and easier to chat. You can email me, call me on the phone.  Or you can schedule a coffee the next time I’m in your area.

It’s on me!

I’m happy to answer your questions. We can chat and I can tell you whether my system is a good fit for your business.

You never know, you could get an insight that helps your practice to thrive for years to come.

In today’s world, delivering an excellent patient experience is no longer a choice.
It is a necessity.

Services like HealthEngine.com.au rank your practices like a hotel. Unless you have 4 or 5 stars, patients will go elsewhere. And a few disgruntled people can now rip your reputation to shreds in the blink of an eye.

Here’s your chance to take proactive steps to prevent that happening. Let’s talk, and I can help you.

Please note: If you want me to look at your practice in detail, you need to give me some warning. I only work with one new client a month.

Happy Clients

“ Shelley has helped boost our revenue by identifying new customer experience opportunities, beyond the initial booking of a guided walking tour. ”

Dana Ronan, Twelve Apostles Lodge Walk

“ Shelley is a breath of fresh air and a joy to work with. Her approach to reviewing and assessing our current systems and standards for both sales and marketing was comprehensive and very thorough. ”

Daryl Merchant, Dynamic Sports Facilities

“ The way Shelley looks at the process from the customer's
point of view has been priceless. ”

Tim Chadwick, Chadwick Designs

“ Shelley creates experiences your customers will open their wallets for and rave about to all their friends. ”

Fil Barilaro, Stephanie’s Boutique Lingerie

Who is Shelley Thomson?

Shelley is a patient experience consultant, author and speaker.

She has spoken at the Pharmacy Business Network, and Deloitte Private. She has also featured at The Fortune Institute High Achievers.

Shelley also worked in the healthcare industry for many years. She speaks the lingo and understands the unique problems that practice managers face.

Blog and Podcasts

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