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.