A prospective patient contacts the RB&HH Customer Services team via telephone, email, or via a webform. The agent proposes available appointments and creates a booking record for the appointment with some basic data (patient name, address, birthdate, etc.). The agent then sends an email to the patient confirming the appointment.

Next, the agent uses the booking record to register the patient with the hospital. "The system is integrated, so we can convert the booking record into a profile in the hospital system with the click of a button. Within three minutes, we've registered the patient, booked the appointment, and created the record that will be used to track the patient's journey and any related treatment revenue that will be generated," explained Hem Gorania, RB&HH Private Patient Booking Lead.

All patient appointment information is centralised and accessible across teams. For example, patients can email their referral letter to the Customer Services team who then can upload it directly to the patient's profile for the treating clinician. The team can also follow up with patients to confirm appointments and reactivate closed profiles without having to ask for the same information again.

Automated reports and dashboards provide data both on schedule and on demand as needed. Because the system links patient profiles to payments, RB&HH have visibility of the revenue generated by private patient care, clinicians consulted, and trends in treatment requests. "If, for example, we notice that we're frequently scheduling a specific type of scan, that tells us that we might need another scanner. We can focus on continuous improvement that's backed by data," Gorania continued. The team also uses these reports to better understand the channels patients are using to find and connect to RB&HH, providing insight that can help the team make strategic decisions about marketing and communications campaigns.

And as service demands change, "The system can be adapted to support other teams, like our international contacts or our consultant engagement tracking, without building from the ground up again," said Gorania.

The system was launched in just four months, and the team have already noted a difference in user experience both internally and externally:

1. Patients only have to provide their information once; it is then shared with all teams needing access to it. "This is helping us provide high quality service to our patients, no matter how they come to us or what services they're seeking," said Gorania.
2. Automated workflows and data consolidation has freed up time and energy for the team to focus on communications and care – not the clerical work that comes with it. "This helps us build trust with patients that we are referring them to the right contacts and getting them the right care, right away," Gorania continued.
3. Data-driven insights foster an environment of data-driven decision making. "We have more clarity around what's working and what’s driving the results. It gives us a strategic perspective to help us make decisions," shared Paradis.

"We're constantly looking for innovative ways to operate so that we can offer the very best in patient care and reach as many people as we can, while doing so with limited operational or budgetary support. We knew that using this as an opportunity to transform the way we work and collaborate now would make a real difference for the team in the long run," concluded Paradis.