Ms Mirella Vagnarelli1, Michelle Warnes1
1Southern Adelaide Local Health Network, Bedford Park, Australia, 2Personify Care, Adelaide, Australia
Biography:
Mirella commenced her career as a physiotherapist in South Australia, rotating around a broad range of clinical specialities, then later building on this experience working in the UK. She completed an MBA (Health) at Flinders University and was conferred Fellow status with the Australasian College of Health Service Management. She is the Director of Allied Health for the Women’s and Children’s Division of the Southern Adelaide LHN and studying AI in Healthcare at the Stanford University School of Medicine. Mirella was recently awarded Adjunct Academic Status as Senior Lecturer in the College of Medicine and Public Health at Flinders University.
Abstract:
The Children’s Assessment Team (CAT) at the Southern Adelaide Local Health Network (SALHN) is a multidisciplinary service that supports children with complex neurodevelopmental conditions. In 2022, the service faced a significant challenge due to a 400% increase in referrals over the past decade, with no changes to the operating model or additional funding. This surge in demand led to inefficiencies in referral management, waitlists, and diagnostic communication, creating safety risks and dissatisfaction among consumers.
In 2022, CAT transitioned from the governance of the Paediatric Unit to the Allied Health Unit and later moved from a hospital to a community-based location, adopting the Electronic Medical Record (EMR). A key opportunity emerged to improve communication using a new technology platform in 2023, when SALHN introduced Personify Care to enhance communication and streamline processes.
The project focused on redesigning referral procedures and patient pathways to address service gaps. Personify Care enabled secure, electronic communication with families, replacing traditional methods like posted letters and one-way SMS. This approach improved the accuracy of consumer data and enhanced the overall experience. By December 2024, 1,250 patients were invited to register, with 863 enrolling (69%) and a 74% response rate for completed assessments. Early feedback showed high satisfaction with the communication improvements.
This initiative highlights the importance of continuous improvement in managing service demand while improving patient experience. It benefits both families and healthcare professionals by enhancing service delivery, operational efficiency, and patient outcomes, offering valuable insights for healthcare providers aiming to improve efficiency through digital transformation.