Gold Coast Health gains more patient time with ServiceNow
100% Of patient intake process digitalised 100K Hours of productivity gained ~30% Efficiency increase in delivering workflows

Focusing on patient care instead of paperwork

Gold Coast Health is the public hospital system in Queensland that delivers care to a community of 700,000 people, as well as to out-of-state patients. The system covers all care from paediatric to geriatric, with more than 12 million visitors per year.

Like other healthcare providers all over the world, the organisation is faced with various challenges that include an increasing number of patients and growing staff shortages. However, understanding that technology can play a significant role in redefining healthcare, Gold Coast Health embarked on a digitisation journey with ServiceNow.

As one of the first global users of ServiceNow Healthcare and Life Sciences Service Management (HCLS-SM), Gold Coast Health is using the solution, in addition to ServiceNow App Engine and ServiceNow Automation Engine, to give more time back to clinical staff.

For example, with the ePatient election form, Gold Coast Health digitised the entire patient intake process, removing the need to manually fill out multiple form pages that then had to be processed by the clinical records team. This is driving more than 100,000 hours of productivity back into the organisation and raising 25% to 30% efficiency gains in delivering that workflow end to end. 

The ServiceNow Healthcare and Life Sciences Service Management solution allows us to build workflows across our entire organisation for non-clinical and clinical workflows Sandip Kumar Executive Director, Strategy, Transformation, Major Capital and Digital, Gold Coast Health

What's more, a new clinical imaging solution allows for digital and automatic uploads of photos and descriptions of wounds into the medical records for tracking, saving valuable time and effort. At the same time, the Automation Engine functionality brings brand new capabilities to the organisation, including digital workflow building as well as automating existing workflows and out-of-the-box integrations.

Gold Coast Health is also implementing a Discharge to Reassess solution, which simplifies long-term care for outpatients in specialist care. Specialists can discharge a patient back to their GP with an automated follow-up schedule based on the patient needs, creating a whole new model of care.

Gold Coast Health continues to plan for the future with the expansion of its solutions. In fact, the organisation is looking to introduce some generative AI to its processes.

"As a customer, I'm very excited that ServiceNow is adopting generative AI on its core platform. It will give us the ability to start asking some complicated questions and get very simple answers," comments Sandip Kumar, Executive Director, Strategy, Transformation, Major Capital and Digital, at Gold Coast Health.

Share this story Products App Engine Automation Engine Healthcare and Life Sciences Service Management Customer Details Customer Gold Coast Health Headquarters Queensland, Australia Industry Healthcare Employees 11,620
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