Peter Mac launches bold new strategy to transform the human experience of cancer care
2 min read 28 April 2026
Peter MacCallum Cancer Centre has today launched the Patient and Carer Experience Strategy: Leading through the human experience - a landmark plan that places patients, carers and families at the centre of every decision, every interaction, and every stage of care.
Developed in genuine partnership with consumers, the strategy represents a shift from focusing solely on patient experience to embracing the broader human experience - recognising that how healthcare feels is just as important as how it functions.
The strategy has been shaped by the voices of more than 100 patients, carers and family members through Patient Parliament consultations, alongside thousands of survey responses and feedback collected across the organisation.
Director of Patient Experience and Wellbeing, Associate Professor Geri McDonald, said the strategy marks an important evolution in how Peter Mac delivers care.
“Every person who comes to Peter Mac has a unique story, and this strategy is about truly listening to those stories and acting on them,” A/Prof McDonald said.
“We are moving beyond the idea of patient experience as a moment in time, and instead focusing on the entire human experience - for patients, carers, families and our staff. That means care that is not only clinically excellent, but compassionate, personalised and deeply respectful of what matters most to each individual.”
At its core, the strategy recognises that better experiences lead to better outcomes. It aims to ensure that patients and carers feel informed, supported and empowered from diagnosis through to treatment and beyond.
A strategy built on lived experience
The plan reflects extensive co-design with consumers, ensuring it responds directly to what matters most.
Patients and carers told Peter Mac they value compassionate staff and high-quality care, but navigating the system can still be complex - particularly during key transition points such as diagnosis and post-treatment.
They also highlighted the importance of clear, tailored communication, and better awareness of support services available both within Peter Mac and in the community.
A/Prof McDonald said these insights have directly shaped the strategy’s priorities.
“This is not a strategy developed behind a desk - it has been co-designed with the people who know our system best: our patients and carers,” she said.
“They told us where we’re doing well, and where we can do better. This strategy is our commitment to act on that feedback and continue improving every aspect of the care experience.”
From left: Peter Mac Chief Executive Jason Payne, Victorian Health Secretary Jenny Atta & Peter Mac Board Chair Rosemary Mckenzie at the launch
From strategy to action
The new strategy builds on strong foundations, including initiatives such as the Patient and Carer Support Service, peer support programs and improved patient information resources - all of which were developed in response to consumer feedback.
A detailed implementation plan will now be developed in partnership with patients, carers and staff, with progress tracked through ongoing feedback, surveys and future Patient Parliament events.
A/Prof McDonald said the work ahead is about embedding the human experience into every part of the organisation.
“This strategy is both a responsibility and a promise,” she said.
“It’s about ensuring that every person who walks through our doors feels heard, supported and truly valued - not just as a patient, but as a human being.”
As Peter Mac continues to lead in cancer care, research and education, the new Patient and Carer Experience Strategy reinforces the commitment to delivering not only world-class treatment, but world-class experiences for every person that walks through the doors.
Download a copy of the new strategy.
