Transforming Community Health Services: A Digital Capability Assessment

About Our Client:

Our client is a leading provider of community health services in Victoria, Australia, offering a comprehensive range of care and support through a single point of contact. With six locations in Melbourne's West and a workforce of over 500, they provide a diverse array of medical services, including GPs, nurses, diabetes education, pediatric, youth, and women's health, as well as dental and allied health services such as podiatry, occupational therapy, speech pathology, physiotherapy, dietetics, and cardiac rehabilitation.

Background:

Our project aimed to assess our client's current digital capabilities and align their future development plan with the company's strategic goals. Collaborating with our Human Centered Design (HCD) partner, Wave Design, we sought to enhance their service model holistically, going beyond technicalities.

Approach:

Our analysis followed a structured plan:

• Frame: Clarify intent

• Discover: Explore current challenges and opportunities

• Create: Extract insights from findings

• Deliver: Prioritize high-level opportunities

During the discovery phase, we engaged key stakeholders in open discussions, allowing them to freely express their perspectives. We then employed HCD principles to analyze data, identify patterns, and uncover key insights that aligned with our client's multi-year strategic plan.

Picture by: Wave Design

Outcomes:

Our client gained clarity on their digital capabilities, recognizing gaps between the current and desired states. Armed with these insights, they made strategic hires to bolster their digital capabilities, aligning them with the company's evolving service model.