The organization’s leaders believe that, stepping into the hospital, patients should have space and peace of mind to focus on what matters most. They created a new online admissions process to support 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 checklist. You’ve already logged onto the patient portal to confirm your details and finalize 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 the next steps.
The new admissions portal, which is currently live for surgical patients at Murdoch, has seen online adoption rates of about 85%, compared to 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 automated how workflow is prioritized. It has also reduced the administrative load for caregivers, enabling them to focus more on what they do best.
“The needs of our patients are at the heart of every new touchpoint. They understand where they are on their journey and where they’re going next,” said Dellar.