The New Patient Mindset: reimagining healthcare with personalisation, precision and partnership

The New Patient Mindset fireside chat with Professor Wickramasinghe at the Digital Health Festival

At this year’s Digital Health Festival, Optus and Cisco came together to showcase how technology is shaping the future of healthcare in Australia under the theme “Connecting Australians to better health.” As part of our program, Optus and Cisco hosted a keynote fireside chat exploring “The New Patient Mindset” with Professor Nilmini Wickramasinghe, Optus Chair of Digital Health at La Trobe University and Ash Suhag, Healthcare Transformation Lead at Optus.

Together, they unpacked the shifting expectations of today’s patients, and what it means for healthcare delivery in a digitally connected world.

Professor Wickramasinghe explains that today’s healthcare experience must reflect how people live, think and expect services to work. The new patient mindset is defined by personalisation, precision and purpose, delivering the right treatment at the right time, in the right way.

Patients want care tailored to their unique definitions of quality of life, whether that means being able to run with their grandchildren, cook without pain, or reduce the side effects of medication. Digital technologies are increasingly central to enabling this – supporting everything from remote monitoring to proactive, data-driven care pathways.

This consumerisation of healthcare is placing new demands on the system, with patients expecting seamless, responsive experiences like what they receive in banking or retail. The challenge for healthcare providers is adapting their care models and clinical decisions to meet these expectations – without compromising outcomes or increasing cost.

Artificial intelligence (AI) is emerging as a critical enabler of personalised healthcare. As Professor Wickramasinghe explained, AI can now support early diagnosis, tailor treatment plans, and offer real-time insights based on patient data. From helping a diabetes patient plan meals to reducing surgical complications through predictive analytics, AI is embedding precision into everyday care.

“AI can support in a preventative fashion, but it can also support while the individual is receiving care, it can be embedded into any solution so that the advice is personalised and precise for that individual,” Professor Wickramasinghe, Optus Chair of Digital Health, LaTrobe University.

But personalisation alone isn’t enough. To improve patient experience, providers also need to measure it. That means tracking outcomes, monitoring digital journeys, and gathering feedback from intake through to discharge. Technology can enable this visibility across both the ‘steady state’ of day-to-day life and the more acute moments when patients require hospital care.

Importantly, as digital transformation accelerates, clinicians must remain central to the process. Co-designing solutions with patients and providers ensures technology serves real-world needs and continues to uphold the Hippocratic principle of ‘do no harm.’

One of the most powerful aspects of digital health is its ability to level the playing field. From telehealth to mobile-first apps, digital tools are already helping bridge the geographic divide – making it easier for rural and remote Australians to access care. But equity goes beyond access. It’s about designing solutions that reflect diverse needs, languages, cultures, and preferences.

Professor Wickramasinghe also highlighted the importance of long-term thinking. To deliver sustainable impact, health organisations must focus on value-based care – delivering better outcomes for every dollar spent – and forge strategic partnerships that enable shared innovation across the ecosystem.

As a trusted partner in digital health transformation, Optus in collaboration with Cisco, is helping healthcare organisations turn this vision into reality. Together, we offer end-to-end solutions that enable smarter, safer, and more connected care across every stage of the patient journey.

Optus, together with Cisco, provides the secure connectivity, collaboration tools, cyber security and AI-driven insights that modern healthcare requires. This supports everything from telehealth and real-time patient monitoring to seamless data sharing and more personalised care.

By combining deep healthcare expertise with leading-edge technology, Optus and Cisco are helping providers embrace the new patient mindset – and deliver personalised, high-value care for all Australians.

Find out more

To find out more about how Optus is working with Cisco to help transform healthcare, contact your Optus account manager or request a callback by completing the form below.