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.
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.