18th September 2025
Empowering patient-centred care at Peter MacCallum Cancer Centre with Civica Experience
How Australia’s leading cancer hospital uses real-time insights to continuously improve patient experience and services
Since July 2021, Peter MacCallum Cancer Centre (Peter Mac) has transformed the way it captures and acts on patient feedback, thanks to the implementation of Civica’s Experience platform. With over 10,000 responses from outpatients alone, Peter Mac has embedded feedback into the fabric of its care model – ensuring patients are heard, valued, and supported throughout their treatment journey.
We spoke with Kylie Thitchener, Director of Quality and Patient Safety – who led the rollout of Civica Experience at Peter Mac, to learn how the platform is making a tangible impact across the hospital.
Key Outcomes:
2000+
patient experience survey per month via SMS through Civica Experience.
100%
Real-time, actionable insights
Service improvements directly born from patient feedback.
Civica Experience
Everyone – from our smallest unit to large departments – wants to survey their patients and understand how they can improve the patient experience. They can see that it’s reliable, professional, and easy to use.