St John of God Healthcare

Salesforce is helping us reimagine what it means to be truly patient centric and making every touch point seamless.”

Ben Dellar, Transformation Manager


PATIENT ADOPTION RATE in just 4 months

Products Used

St John of God Healthcare transforms patient care with seamless admissions

St John of God Healthcare has been caring for Australians for more than 120 years, supporting family, friends and patients in their time of need. Through its 23 facilities and 3,200 beds, the organisation’s mission is to help people realise the richness and fullness of life, offering them hope and best-in-class care. The healthcare provider knows what this will require in the future is very different from today.

“Looking to the future, our chief challenge is how to create an experience that’s smart, simple and personal for all our patients,” said Ben Dellar, Transformation Manager at St John of God Healthcare. “Salesforce is helping us reimagine what it means to be truly patient centric and making every touch point seamless.”

St John of God Healthcare is now reducing anxiety and paperwork for patients with a new admissions portal that’s been used by more than 6900 patients in its first few months of operations. Streamlining interactions with patients is also delivering efficiency gains for their caregivers.

A connected experience puts patients first

St John of God Healthcare initially turned to the healthcare technology market for a solution but found existing technology fragmented. It wanted a solution that would centralise data on a single platform and provide a connected experience, not just during admission but all the way through each patient's journey before their hospital visit. It also wanted a scalable solution that would help it to increase efficiency, and provide more personal care. St John of God Healthcare landed on Salesforce, building an easy to use portal on Community Cloud in just four months.

Salesforce and PwC have helped St John of God Healthcare make this a reality, starting with the Murdoch hospital in Perth, WA. The experience for patients has been universally improved and helps remove any anxiety about payment or simple things like when to arrive and where to check-in. They can interact with the platform via the desktop, mobile and over the phone, and also opt for partners and loved ones to complete online forms on their behalf.

Smart, simple and more personal engagement

Stepping into hospital, patients should have space and peace of mind to focus on what matters most. That’s why St John of God Healthcare’s new online admissions process supports the healing journey ahead.

“Individuals being admitted to hospital are often going through a very tough time already without the added burden of paperwork,” said Dellar. “We needed to make it easy for patients to engage with us and look at their journey holistically.”

The previous admissions process at St John of God Healthcare involved many manual steps and repeated capture of the same or similar information from patients. Patients would meet hospital employees face-to-face or over the phone and then send required paperwork by email or fax.

This experience has been entirely transformed. Imagine you’re a patient the day before your first operation. You receive a final SMS notification about your procedure and go through your check-list. You’ve already logged onto the patient portal to confirm your details and finalise payment. Your bags are packed and you’re ready to go.

You arrive the next day and check yourself in at a kiosk. There are no last-minute documents to complete or large payments to be made. Instead, a caregiver is on hand to guide you through next steps.

The new admissions portal is live for surgical patients at Murdoch and has seen online adoption rates of approximately 85%, compared to example adoption rates of 30% for other solutions. St John of God Healthcare is now continuing its journey in other hospitals and departments. It has improved efficiencies in data collection and management and enabled automated prioritisation of workflow. It has also reduced admin for caregivers, enabling them to focus more on what they do best.

“The needs of our patients are at the heart of every new touch point. They understand where they are on their journey and where they’re going next,” said Dellar.


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