Public Sector Podcast: Future Health - Driving Service Excellence and Intuitive Interactions to Build Trust and Deliver the Next Generation of Health Care

In this episode, we gain insights from Susan Pearce, Secretary, NSW Health as she explores how NSW Health is delivering the next generation of healthcare through innovation, accessibility, and technology. Our guest reflects on major achievements from 2024, including the expansion of virtual care services, improved rural health access, and the roll-out of large-scale digital initiatives like the Single Digital Patient Record (SDPR). With a focus on equitable, compassionate, and digitally enabled care, NSW Health is building a system designed for both today and tomorrow.

Susan looks ahead to 2025, highlighting strategic efforts to enhance health system integration, AI capabilities, workforce engagement, and access for diverse communities. From virtual urgent care to predictive analytics and training the future health workforce, this episode captures NSW Health’s commitment to patient-first innovation.

Key Discussion Points

• Virtual Care Expansion – How initiatives like the RPA Virtual Hospital, virtual ED, and the Ambulance Control Centre are transforming care delivery across metro and rural NSW.
• Equity & Inclusion in Health Access – Addressing barriers faced by rural communities, culturally diverse populations, and patients with lower digital access.
• Workforce Capability and Digital Readiness – Educating clinicians and frontline staff to use new systems and ensuring technology enhances rather than burdens their roles.
• AI and Predictive Analytics – Harnessing AI for early detection, prevention, and improved clinical decision-making via a cross-system AI Taskforce.
• Data Integration & Infrastructure – NSW’s progress on the Single Digital Patient Record and efforts to align with national health systems like My Health Record.

Why You Should Listen

Whether you’re a healthcare leader, policy maker, digital transformation specialist or clinician, this episode offers valuable insights into how a large health system is redesigning care through technology, collaboration and compassion. It’s a deep dive into real-world innovation with an eye on inclusive, future-ready healthcare.

🎧 Tune in now to hear how NSW Health is reimagining patient experience and service delivery for 2025 and beyond.