At HealthEngine we operate with a pretty simple philosophy: We believe that healthcare can be better, and that everything we do should help to address that belief.
Our core interest is helping patients better access and manage their healthcare, and helping practices to manage and retain their existing patients. If practices and patients don’t win, then neither do we.
With that in mind I recently reached out to our customers to reaffirm our promise that we’re a patient-centred, practice-aligned organisation.
We’ll always act in the best interests of the patients, practices, and the healthcare industry in everything that we do.
We believe that healthcare can be better, and that everything we do should help to address that belief.
Here’s the email that I sent to our customers in full:
As a practising GP for over 20 years and someone who has been intimately involved in health system improvement — chairing Divisions of General Practice, Medicare Locals, and Primary Health Networks for over 15 years — I recognise the evolving nature of our healthcare system and the pressures many practices are facing. I am a firm believer in the role technology can play in helping us to improve the care to our patients.
Innovation and change can come with significant benefits but can bring new challenges too. In the face of such potential challenges, I want to take this opportunity to outline HealthEngine’s principles and ethos and the proactive steps we are taking to manage these important issues.
Being Patient-Centred and Practice-Aligned
When I founded HealthEngine, it was from a personal belief that we can create a better healthcare ecosystem, one that advocates for all within health. One that places patients at the centre of care, but stands shoulder to shoulder with providers to continuously find new and more innovative ways to deliver better care to their patients.
Recognising the potentially “disruptive” nature of innovation, I have always championed the need for providers to lead the change. As our customer and loyal supporter, you can be assured that HealthEngine sees providers as a critical element of the health system, and not the problem to be solved. We also remain independent and open with our approach, looking to work with all providers, payers and IT vendors to reduce fragmentation in the sector.
Committing to Continuity of Care
It has been my duty from day one to support access and continuity of care for patients through HealthEngine’s product innovation. I am never willing to compromise the duty of care we have for patients and, just like you, believe in the importance of continuity of care on patient health outcomes. We currently support practices to manage and retain their existing patients through:
- Connect and care solutions such as online bookings, recalls and appointment reminders
- Patient loyalty functionality such as favourite your practice and post-appointment surveys
- Practice specific services such as practice website development and reporting
Safeguarding Data Security
HealthEngine is now trusted by over 4000 practices nationally, used by 1.4 million Australians a month and facilitates over 600,000 bookings a month. These growing volumes of interactions mean we are continuing to invest in improving the stability, reliability, and security of HealthEngine properties.
Our recent appointment of a Head of Technology, Engineering and Data Security, Mark Hammond, is just one example of this. Mark comes to HealthEngine having held senior technical positions in large international banking institutions where data security is clearly paramount. He manages HealthEngine’s information security systems to ensure all data is safeguarded.
Upholding Privacy Standards
We take our responsibility for handling sensitive personal information seriously. I have personally tasked our GM Commercial and Strategic Partnerships, Tim Jones, as HealthEngine’s Privacy Officer, to maintain the integrity of personal information and provide full transparency on conduct. Tim has previously worked as a commercial lawyer at Gilbert & Tobin and Minter Ellison and has significant experience with corporate compliance and governance.
With over 130 staff across Australia, and growing, we are not only making significant investments in supporting and serving you, we are also making significant investments in improvements to our core products and have several exciting new releases in the pipeline to help you and your patients. We look forward to sharing these with you in the coming weeks and months.
I genuinely encourage you to contact me directly via email@example.com should you wish to offer feedback, discuss ideas or raise any concerns with me. I’d be delighted to connect with you.
Dr Marcus Tan
CEO & Founder, HealthEngine