Overview
Our client is one of Australia's largest not-for-profit private hospital groups and work round the clock with over 3000 doctors and close to 10,000 staff and volunteers. Confronted with complex, manual processes and inefficient legacy workflows, they embarked on a comprehensive digital transformation with HCLTech and adopted the Microsoft Power Platform to digitize and optimize their operations.
The Challenge
Managing operational complexity and performance gaps
The majority of the services provided by our client were managed by legacy systems which rely heavily on paper-based processes. The patients, staff and doctors spend a lot of time completing paperwork related to patient profile information, health and medical information, insurance claims, doctor queries and certificates.
- Manual processes hindering patient experience: Excessive paperwork reduced the ability to deliver swift, quality care
- Inefficient workflows: Disjointed and slow processes negatively affected both doctor and patient experiences
- Integration challenges: Difficulties connecting with established systems like iPM and BOSSnet further compounded operational inefficiencies
The Objective
Clearing bottlenecks and minimizing operational complexity
The primary goal was to alleviate operational burdens and modernize workflows to create a more seamless healthcare delivery system. Key objectives included:
- Digitize and upgrade manual hospital processes
- Provide proactive, contextual and personalized experience for patients and doctors
- Improve the efficiency of booking, admissions and integration with existing legacy systems
The Solution
Streamlining operations to address system inefficiencies
HCLTech worked with the client team to design the solution, agreeing on the plan for delivering the new solution and supporting the transition from old to new processes. The client had decided to utilize the Microsoft Power Platform and transition from paper-based services to digital. They planned to automate the organizations processes to streamline the workflow for the staff and doctors.
- Enhanced patient portal: Patient information is now captured directly through a patient portal (built on Power Pages) which is stored in Dataverse and then sent to iPM through integration layer
- Tailored apps for staff and doctors: A Model Driven App empowers administrative staff with instant access to patient records, while a dedicated Canvas App provides doctors with critical patient information in real time
- Robust tech stack: Utilizing Microsoft Azure, PowerApps, Power Automate, and Power Pages, the solution ensures a smooth, integrated user experience and scalable operational framework
The Impact
Creating a high-impact operational model
The transformation has redefined operational efficiency and patient care delivery at the hospital.
- Enhanced patient engagement: The new Patient Portal has significantly improved the patient experience through streamlined interactions
- Reduced administrative overhead: Nurses and administrative staff now face a reduced paperwork burden, allowing them to focus on specialized, role-specific tasks
- Instant data accessibility: Centralized storage in Dataverse enables staff to quickly access vital patient information without sifting through paper documents
- Continuous improvement: With the Patient Portal, Doctor App and CRM already live, regular monthly updates and new feature releases ensure ongoing enhancements in efficiency and care delivery
This comprehensive digital transformation not only addresses current operational challenges but also lays a scalable foundation for future innovations in healthcare delivery.
