Hospital Case Study
Complete client histories can now be seen by everyone across the whole network. This means each client is treated with full awareness of all the implications of care recommendations. ”
Monash Health is the largest public health service in Melbourne, providing services to almost a quarter of metropolitan Melbourne’s population.
Monash Health hospitals include Monash Medical Centre Clayton, Moorabbin Hospital, Dandenong Hospital, Casey Hospital, Kingston Centre and the Cranbourne Centre. Their Monash Health Community service provides an extensive array of allied health services supporting patients in recovery and the prevention of ill-health.
Their more than 15,000 staff work at over 40 sites, provide over 3 million occasions of service and admit more than 238,000 hospital patients. They provide the full range of medical services from birth to end of life, including sub-acute care, transition care and chronic disease.
Though Monash Health have used aspects of HMS since 1995, it wasn’t until 2015, when they decided to fully integrate their community health services alongside their hospital services, that they began to wonder if there was more we could do to help to make their systems more efficient.
As with any business we work with, we drilled down to find out their specific issues.
Their main concerns were:
They were running multiple systems at multiple sites, so much information had to be double handled. This increased the chance of information being entered incorrectly or becoming inadvertently lost during transfer.
No bird’s eye view
They had no capacity to have a bird’s eye view of the string of locations and business that made up their company as a whole.
No easy access to complete client histories
Their old system gave them no way to see the full case history of each individual client. This made it difficult to effectively manage complex care plans.
Because each site operated almost as a separate entity, there were inconsistent business rules that had the potential to lead to inconsistent customer experiences.
Inefficient use of employees
Without an integrated way of tracking appointments across all locations, it meant that some service providers had gaps in their day that might have been put to use meeting the needs of clients. This could potentially mean longer wait times for clients, and lost revenue for the business.
Multiplication costs money
As they are so large, even small inefficiencies were easily multiplied. This ended up costing their business many thousands of dollars each year in lost time.
The HMS Solution
Installing HMS software on 12,000 computers across the multiple sites of Monash Health has revolutionised the way they operate their business.
Monash Health can now:
See their business as a whole
Monash Health now has the capacity to see their businesses network across all locations. By accessing information and printing reports about key aspect of their business, they have streamlined their operation making it easier to improve their bottom line in a more strategic and holistic way.
See their clients as a whole
Complete client histories can now be seen by everyone across the whole network. This means each client is treated with full awareness of all the implications of care recommendations.
Shorten wait times
By centralising their appointment system, Monash Health can now see the availability of clinical professional staff across every site in their group. This means referrals are always directed to those with the shortest wait times, at the most convenient location for the client. This has the double advantage of streamlining client care and making best use of available staff.
Enter data one time only
All information on the HMS system is only entered once. It is then updated across the network so every person has the most current information at hand without need for manual updates.
Offer clients a more standardized experience
By rolling out the system across all entities in their group, Monash Health has reduced inconsistencies in their business operations. Now, no matter which part of their network a client utilizes, their experience will meet the level of service and professionalism they have come to expect from Monash Health.