NSW Ambulance Service upgrades Case Management System

The Ambulance Service of NSW is extending its use of Resolve's Case Management System with the inclusion of a new solution to address the processes of the Death and Disability Unit (D&D). This follows the use of the system within the Professional Standards and Conduct Unit (PSCU) of the Ambulance Service.

Resolve is an Australian operated and owned global provider of workflow management solutions. Their Case Management System allows for all interested parties' information to be attached to a case, as well as the storage and retrieval of emails and documents relating to the case. The system has the functionality to create documents with the information gathered, exporting it to Microsoft Word. Documents generated are automatically stored in the Resolve platform, along with any correspondence related to the case.

The system categorises a case according to the matters being dealt with, allowing the information to be filtered and presented as required by the user. All parties are notified of any new changes or actions. In addition, Resolve's Case Management System features an in-built permissions system, which defines and restricts users' activity by role and responsibility, to shield selected users from sensitive or inappropriate data.

Paul Carmichael, Business Development Manager for Resolve explains, "One of the main advantages of using Resolve is that it allows a standardised and consistent process to be followed when handling a case. Each client’s implementation is configured with their unique business processes in mind. This is achieved by utilising Resolve’s advanced workflow functionality. The workflows are sophisticated enough to branch out in to different paths according to the nature of the issue being dealt with, sometimes cases may have multiple issues. The Ambulance Service of NSW also gain efficiency around document creation. Resolve integrates with Microsoft Word and can merge information form the case in to a pre-existing letter template automatically generated at pre-determined stages in the case. Once the documents are created they are saved in the secure document management system which is built in to Resolve. This document management system can be integrated with Trim and Objective."

Resolve is already used by the PSCU to manage cases and complaints, as well as enquiries and requests for information about the Ambulance Service. The system has been designed to cater to various types of feedback, with tailored workflows that facilitate assessments, ensuring that the correct investigation and approval processes are met expediently.

The move towards the Case Management System will replace the existing spreadsheet used to manage and track requests, implementing a configuration of Resolve that meets the D&D Unit's data capture and management requirements. It will also provider additional benefits that will ensure the timely completion of each step in the process.

Further rollouts of Resolve are planned for the Health and Wellness Unit, and Risk Management Unit in the future.

Posted in Australian eHealth

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