Consistent customer experience for all regions.
St John’s processes are clear, updated in real time, and accessible to staff anywhere, anytime, supporting a team of roving officers.
Improved staff induction and training
Staff members have defined set of processes to follow
Continuous live updates and improvements to processes
Processes are relevant to workflows and accessible to staff anywhere, anytime
Simplified accreditation process
St John is the largest primary care provider in New Zealand and provides emergency ambulance service to nearly 90% of New Zealanders.
St John provides a range of care-related community and commercial services, including medical alarms and an emergency telephone response service to at risk individuals nationally through their Telecare and Home Health division.
The Telecare division is charged with installing thousands of medical alarms in the homes of clients who have a diverse range of medical and other needs across the country. It then monitors the alarm through a 24-hour telephone service staffed by consultants who triage distress calls to ensure an appropriate response.
The key driver for the implementation of Nintex Promapp was the consolidation of four regional business units under a national umbrella. ‘We all operated under the same brand but were not entirely consistent. We recognized a real need to ensure a consistent customer experience if we were going to outstrip the competition and be the best in the market. The best way to achieve this was through a common set of processes,’ explains William Hughes, National Telecare and Home Health Manager.
Practical and efficient solution.
Added to this pressing driver was an upcoming requirement for a significant segment of the healthcare industry to gain accreditation in order to become an approved government supplier – a process that called for an independent audit of processes.
A number of features set Nintex Promapp apart. One was its track record internally – it had been trialed for the ambulance operations part of the business so it was already familiar. The primary reason was its online tablet application – the easiest, most practical and cost-effective way to adequately support a team of some 60 roving field officers.
Quick staff buy-in after implementation.
St John assigned three promasters to champion the updating and migration of all their business processes to Nintex Promapp, under close guidance from the Nintex Promapp support team. Each was selected from a key business area to ensure the relevance and accuracy of the work concerned.
‘Step one after assigning the promasters was for them to consult with managers and end users to develop a first cut. From that point, there was plenty of testing, refinement and improvement. Within six months we had strong adoption. Because Nintex Promapp enables us to track access and use, we were confident that the system was affecting the kind of behavioral changes we wanted,’ proclaimed Hughes.
Hughes identified a number of key benefits from having processes that are current and available to all staff, whenever and wherever they need them. Prior to Nintex Promapp’s introduction, processes were in place but they were not live and accessible. The result, over time, was a wide spectrum of something that looked like a single process but, because of variations made to it over time by different individuals, was not.
Retraining and relearning, rather than just translating old processes into the system, was a key part of the Nintex Promapp implementation and migration. This has provided a valuable opportunity to improve processes across the entire business, so they are more effective and more relevant.
St John now has full confidence that new staff members have a defined and documented set of processes to follow. There is no grey area. This has improved induction and training of new staff.
‘The key improvements are in agility and availability. Processes are now relevant to our workflows and accessible to staff anywhere, anytime. Nintex Promapp has enabled our processes to become a living, integral part of our business operations.’