[CASE STUDY]

True Relationships & Reproductive (True)

About True

True Relationships & Reproductive Health (True) is the State's leading provider of expert reproductive and sexual health services, specialising in contraception and gynaecological care. True was founded over 47 years ago and is highly respected as a provider of clinical services, professional development training for doctors, nurses and many sectors reaching teachers, early childcare workers, youth and social workers, allied health professionals and support workers in the disability sector.

True operates from 5 clinics, 2 satellite and 16 outreach locations across Queensland and are willing to adapt their approach to meet the unique needs of the community. Each year, more than 16 000 clinical services are delivered across all sites and 50% of these are referrals from Hospitals and Health Services (HHSs). Clinical services are an area of significant activity and True is committed to bringing expert reproductive and sexual health services to every Queenslander.

Contributing to this goal is the need to equip the clinical teams with systems, tools and processes that supports high quality and safe ways of working.

"From an EMR unable to deliver the needs required under True’s strategic plan to optimise accessibility and availability of reproductive and sexual health services across Queensland, Patient Zero has provided exceptional Business system and Project management skills. Patient Zero consultants partnered with True to guide the implementation of a new EMR system and enabled an extremely positive change for the business in just four months."

Alice Evans

CEO

The Challenge

True’s clinics rely on an electronic medical record (EMR) system to capture clinical information about the care they provide to clients. When True first transitioned to an EMR, they implemented a system that at the time (more than 7 years ago), met their operational needs. With rapid growth and expansion of True’s clinical services, the incumbent product no longer supported their business processes. The impedance mismatch resulted in ongoing frustration for True’s clinicians.

True investigated alternative products in the market that were readily available, affordable, and able to better support their clinical services. There was appetite for rapid change and True were keen to transition to a more suitable EMR. True recognised a need for project management support to execute on the Business Case and Project Governance during delivery.

The move to a new EMR was high risk. There were concerns for significant reputational and operational risk should the transition to a new EMR not succeed and impact the core operations of clinics. Furthermore, True’s primary support personnel were already at capacity supporting the legacy system, with limited time to strategically plan and tactically execute the delivery of an EMR transition project. The program of work required careful coordination across a dispersed geographical footprint, with part time clinical staff and infrastructure support outsourced to multiple vendors.

The Solution

P atient Zero’s Consulting division was engaged to initially support True in preparing a Business Case that would articulate a compelling case for change. Patient Zero provided the project management and technical capability to prepare the Business Case with associated request for project funding. The business case was approved by the Board.

Beyond the business case, True required ongoing Project Governance to execute the project and support the roll out of a new EMR. Patient Zero’s consulting division executed best practice Project Governance processes.

This included formal project planni ng, establishing, and running a steering committee, tracking, and reporting project activities through to go-live and finally, wrap up with a project closure report that captured lessons learned and key performance metrics.

Patient Zero and True originally planned for a 6-month migration timeline. During the initial stages of delivery, True approached Patient Zero requesting to significantly accelerate the timeline. Through careful replanning, vendor and organisational engagement, options were presented to the Steering Committee with the project timeline brought in to deliver within 4 months.

"This was a huge undertaking and it was pleasing to have Patient Zero’s support and guidance for True during this time. I don’t believe we would have had the successful outcome we did without the superb project management and technical support given to us across the last four months. Even in the first few weeks we are seeing this system reach clinical and administrative milestones that we did not think were possible. I can honestly say that I would recommend Patient Zero and will look to them again for future projects requiring this expertise."

Sharon Stokell

Project Sponsor Business Manager,

Clinical Services and Operations

The Outcome

A benefits-driven business case was produced by Patient Zero within 10 days from initial kick off.

The Board endorsed the business case, with the project and associated funding approved to commence immediately. The originally planned 6-month project timeframe was trimmed and delivered within 4 months of original project start date. The go- live was un-eventful, with the organisation adopting their new EMR immediately. Measures of satisfaction within 2 weeks post implementation was at an all-time high .

Organisations across Australia turn to Patient Zero design, build and maintain custom software applications. Our Australian based development teams are vendor & technology agnostic and ready to deliver your next project.

We have a proven track record of projects delivered in a diverse range of industries including Education, Insurance, Waste Management, Health/Medtech, Government and even EV Charging.

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