Gold Coast Health’s Modernisation through Micro-Transformations: Giving Clinical Time Back to Clinicians
In today's rapidly evolving healthcare landscape, organisations are continually seeking innovative solutions to improve patient care, streamline workflows, and maximise efficiency. Gold Coast Health has taken up the mantle of becoming a leader in digital innovation in the healthcare sector, not just in Australia but worldwide. Under the leadership of Sandip Kumar, the Executive Director of Strategy & Transformation and Dr. Adam Brand, the Medical Director for Digital and Information, Gold Coast Health is strategically prioritising the optimisation of clinical and operational workflows. Their goal is to liberate staff from administrative burdens, allowing them to focus on what truly matters - providing high quality patient care.
The Gold Coast is a vibrant and popular city that is known for its beautiful beaches, stunning natural landscapes, and variety of recreation activities. This enviable lifestyle is attracting an ever-growing population that is placing increased demand on and for healthcare services. In response, Gold Coast Health has planned the construction of three new healthcare facilities in the next 6 to 7 years. This ever-growing need for healthcare services, coupled with a shortage of medical professionals and administrative staff – a challenge keeping many healthcare leaders up at night – calls for innovative solutions that provide both provide an immediate impact to Gold Coast Health, while setting them up for future health services and plans – all the while continuing to provide quality of care to their patients.
To overcome these challenges, Gold Coast Health has invested in deep relationships and focused on investment in a few core foundational digital solutions. A part of their Liberate strategy, this approach enables seamless collaboration with external vendors and partners, streamlining the design, delivery and adoption process. This strategic approach ensures that precious time and resources are not wasted on repetitive administration tasks, allowing Gold Coast Health to focus on delivering what’s most important: great clinician and patient experience, by giving clinical time back to clinicians.
’’By setting the foundation for future adaptability and growth, Gold Coast Health is well-positioned to respond to the ever-increasing velocity of change in the healthcare sector. With Deloitte and ServiceNow by their side, Gold Coast Health can continue to drive innovation, deliver exceptional patient experiences, and create a more efficient and fulfilling work environment for their dedicated staff.’’
Janice Willemsen - Alliances Director at ServiceNow
Recognising the need for expertise in design, build and software implementation in a healthcare environment, Gold Coast Health has partnered with Deloitte and ServiceNow as one of these strategic partners. Deloitte’s Lead ServiceNow Partner, Cameron Douglas-Savage and Digital Health Partner, Alicia Curry have been pivotal in this collaborative effort that combines Deloitte's deep healthcare expertise with Converge Care, an innovative Deloitte solution built on ServiceNow's cutting-edge Healthcare and Life Science (HCLS) application. This combination enables Gold Coast Health to develop and implement innovative digital solutions, aimed at improving user experience and delivering better patient outcomes.
The benefits of this partnership are multifactorial. Firstly, the optimisation of clinical and administrative workflows results in accurate data collection, better accessibility for clinicians and patients, and improved communication channels. Secondly, the time conserved through the adoption of digital solutions has already resulted in a 20% increase in administrative productivity within just three months. This additional time can now be utilised for high-value tasks or the creation of new roles that were previously unattainable due to resource constraints.
Janice Willemsen, the Alliances Director at ServiceNow, emphasises the excitement surrounding the Gold Coast Health project. ’’By setting the foundation for future adaptability and growth, Gold Coast Health is well-positioned to respond to the ever-increasing velocity of change in the healthcare sector. With Deloitte and ServiceNow by their side, Gold Coast Health can continue to drive innovation, deliver exceptional patient experiences, and create a more efficient and fulfilling work environment for their dedicated staff.’’
Gold Coast Health's journey towards digital innovation is a testament to their commitment to providing top-quality patient care. Through strategic partnerships with Deloitte and ServiceNow, they are successfully navigating challenges, liberating staff from administrative burdens, and creating a brighter future for healthcare in Southeast Queensland. As Gold Coast Health continues its micro-transformation journey, the possibilities for improved efficiency, higher patient and team satisfaction, and a more robust healthcare system are truly limitless.
“It's a combination of improved quality, improved communication, and improved efficiency - and one of the greatest stories that we have is around a notable improvement in our customer satisfaction within some of our clinical areas.”
Dr. Adam Brand - Gold Coast Health
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