In recognition of Patient Experience Week, Cura Day Hospitals Group (Cura) has today announced a new partnership with Bupa to implement the Adoreboard Emotion AI platform across its 37 hospitals.

The joint initiative reflects a shared commitment between the hospital group and health insurer to deliver exceptional, patient-centred healthcare and aims to transform how feedback is understood and acted upon.

As part of this pioneering project, Cura will utilise the Adoreboard platform to analyse and compare Patient-Reported Experience Measures (PREMs) and Patient-Reported Outcome Measures (PROMs), while ensuring all relevant privacy laws are complied with.

Through Emotion AI and predictive modelling, Cura and Bupa will be able to identify ways to improve patient satisfaction and trust, whether by resolving any existing pain points or enhancing moments of excellence.

The partnership underpins Cura’s broader strategic program designed to deliver measurable improvements in patient outcomes and experience. Key initiatives include:

• Specialty-Specific PROMs: PROMs tailored to individual surgical specialties will provide Cura and its admitting doctors with deeper clinical insights. By collecting feedback both before and after procedures, Cura aims to better understand patient-perceived outcomes across a range of specialties.
• Cura Cares Framework: Initially being piloted at four sites, the Cura Cares Framework introduces “5 Things We Do Every Time”—a series of MicroMoments designed to foster empathy, trust, and human connection at every stage of the patient journey.
• Paediatric Patient Engagement Model: A creative new initiative will be implemented across all Cura paediatric sites, encouraging children to share their hospital experiences through drawing. This approach provides a meaningful and age-appropriate way for younger patients to participate in shaping their care experience.
• Net Promoter Score (NPS) Improvement: Cura aims to achieve an NPS of 80 or above, by leveraging insights from Emotion AI to make targeted enhancements that influence how patients perceive and recommend their care.
• Improving Key Experience Measures: Through data-informed decisions, Cura is committed to increasing patient-reported scores by 5% group wide in three crucial areas—Staff Explained Why, Felt Safe, and Felt Cared For.

Cura’s National Clinical Governance Manager, Mr Jeffrey Woods, said that the joint initiative goes beyond traditional data collection methods by identifying and interpreting the emotional drivers behind patient and carer feedback.

“By understanding the emotions that drive patient and carer feedback, we can respond with care that is not only clinically excellent but deeply human,” said Mr Woods.

“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, ” he said.

Bupa General Manager – Hospital & Medical Partnerships, Luke Givney, said that Bupa was committed to supporting innovation that enhances the patient experience and drives better health outcomes.

“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 personalised,” said Mr Givney.

This initiative is a cornerstone of Cura’s long-term strategy to combine excellence and empathy in all aspects of patient care.