St John Defines Processes and Decentralizes Knowledge

The primary care provider implemented Nintex Promapp™ and increased process knowledge across the company.

The Telecare division of St John, New Zealand’s largest primary care provider, consolidated four regional business units under a national umbrella, leading to inconsistencies across the business. St John recognized it needed to create a common set of processes and a consistent customer experience to be the best in the healthcare market.

Adding to the need for process improvement was a new regulation requiring accreditation in order to become a government supplier. This process called for an independent audit of processes, meaning St John was looking for an effective way to document and map processes. While it had them in place, St John’s existing processes weren’t updated in real time or accessible, which resulted in individuals creating and using their own variations — further contributing to operational inconsistencies.

Company
St John
Website
Industry
Health & Life Sciences
Country
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Who they are

St John is the largest primary care provider in New Zealand and provides emergency ambulance service to nearly 90% of New Zealanders.

What the need

A system to standardize and improve processes, making them accessible company wide.

How they did it

Implemented Nintex Promapp™ to create a common set of processes and eliminate staff confusion.

Standardized Processes Streamline and Simplify Business Operations

After St John had success with Nintex Promapp™ in other areas internally, it selected the software for the Telecare division. The Nintex Promapp™ online tablet application stood out to the company, creating an easy and efficient way to support its roughly 60 field officers. The visual process management platform easily meshed with operational needs, quickly impacting the business.

St John dedicated three promasters to champion the migration of business processes to Nintex Promapp™. After some testing, refining and improvement, the company saw strong adoption within six months. St John is confident that the system is making the intended behavioral changes due to built-in use tracking.

Now, up-to-date process information is available to all staff members, wherever and whenever needed. Through the retraining and relearning transition to Nintex Promapp™, the company also reviewed and improved processes. The software helped eliminate gray areas, so each St John employee has clearly defined and documented processes to follow, as well as an improved induction and training process. Nintex Promapp™ changed the culture of the business, making processes more relevant to workflows and a crucial part of daily operations.

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.
William Hughes National Telecare and Home Health Manager, St John

Finding success

Eliminated process confusion among staff

Improved induction and training for new hires

Fused processes into daily business operations

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