Implementing a Referral System for Australia’s Leading Home-Based Infusion Treatment Provider
View Health – chemo@home is the leading provider of home-based infusions for chemotherapy, immunotherapy and other medical treatments across Australia. The company is an accredited Hospital Substitution Service meaning it’s just like a hospital but without walls. It has led the way in changing the model of care for patients with cancer and chronic illnesses (such as multiple sclerosis and inflammatory bowel diseases), who can now have their treatments administered in the comfort of their own homes (or workplace), when its convenient to them and their family without the need to attend a hospital setting. Since its inception in 2013 the company has experienced exceptional growth, particularly over the COVID-19 period and its rapid expansion has seen it become a national award-winning company.
The company’s rapid growth determined the project’s primary goal which was to streamline the process of tracking enquiries from specialists and doctors, translating them into opportunities, and managing bookings, interventions, and operations effectively.
The product owner and her leadership team played a critical role in overseeing the project and ensuring that it aligned with the organisation’s unique objectives. The teams’ knowledge and insights were instrumental in driving the project forward.
The primary goal was to streamline the process of tracking inquiries from specialists and doctors, translating them into opportunities, and managing bookings, interventions, and operations effectively.
The product owner played a critical role in overseeing the project and ensuring that it aligns with the organisation’s objectives, and her leadership and insights were instrumental in driving the project forward.
- The project was executed in an Agile Methodology to ensure quick wins and to break the complexity of the process into smaller chunks of work package.
- The agile approach involved iterative development and frequent feedback loops to build and improve the system incrementally.
Prototype and First Sprint
- The team started with creating a prototype of the referral system.
- The prototype was used in the first sprint to gather user feedback and identify areas for improvement.
Change Requests and Efficiency Enhancements:
- Based on the feedback received during the first sprint, the team made necessary changes to enhance the system’s efficiency.
- The agile methodology allowed for flexibility in responding to evolving user needs.
Power Platform Integration:
- The team expanded the system beyond “Excel-minded” thinking by exploring the capabilities of the Power Platform.
- This step enabled the system to achieve more advanced functionalities.
Referral System Implementation:
- The referral system was successfully implemented, allowing the organisation to keep track of inquiries, translate them into opportunities, and manage bookings, interventions, and operations.
Second Sprint with Dynamics 365 (D365):
- In the second sprint, the team integrated Dynamics 365 (D365) to further enhance the system’s capabilities.
- D365 was utilised for efficient tracking and management of inquiries and opportunities.
Consulting for Efficiency and Process Improvement:
- A consulting phase was introduced to identify and address inefficiencies and redundancies in existing business processes.
- The project team worked to optimise these processes and streamline operations.
- Recognising that a CRM system is not only a tool but also requires a change in mindset, change management efforts were initiated.
- Employees were educated on the potential of the CRM system and encouraged to adopt a new way of thinking to fully leverage its capabilities.
- Microsoft’s CRM solution served as a pivotal tool in this project.
- Beyond being a tool, the project emphasised the need for a change in mentality and a shift towards a more innovative and efficient way of working.
- The successful implementation of the referral system streamlined the process of handling inquiries, opportunities, bookings, interventions, and operations.
- Keeping an agile methodology approach allowed for flexibility and adaptation to changing needs.
- The integration of the Power Platform and Dynamics 365 extended the system’s capabilities.
- Change management efforts were crucial in ensuring that employees embraced the new system and understood its potential.
This case study showcases the importance of combining the right technology with a change in mindset to drive efficiency and innovation within an organisation. Viewhealth and the project manager’s leadership and the agile approach played key roles in the project’s success.
Microsoft Case Study
Streamlining Mobile Medical Staff Coordination For At-Home Treatments
The case study was first published by Microsoft 02 July 2020. viewhealth chemo@home approached illuminance solutions to guide its digital transformation journey by designing, developing, and deploying a full ICT strategy to create a reliable, all-in-one, technology-driven solution to address its issues; AvantCare.