system

Supporting the NSW Health system

Reliable, secure, and patient-centred digital services keep critical systems running and enhance care through frontline feedback. Statewide platforms such as HOPE give clinicians fast access to vital information and enable direct responses to patient experience. National benchmarks in immunisation reporting are achieved, and information security is strengthened across the health network. During emergencies, rapid and seamless collaboration ensures teams can coordinate when it matters most.

Improving care through IT support and the Customer Feedback Forum

IT support teams play a vital role in keeping digital systems running smoothly for staff across NSW Health. Through the Customer Feedback Forum (CFF), feedback from the health services we support is actively used to drive improvements, helping create a more responsive, reliable and customer-centred service. By listening, following up, and refining services, these teams make a meaningful difference in the day-to-day experience of staff and the care provided to patients.

eHealth NSW Customer Engagement Manager, Bri Gato, shares the frontline impact these teams are having. Listen to the podcast

Listen to more of eHealth NSW's Let's Talk podcasts

In the last 6 months, State Wide Service Desk (SWSD) survey results have improved significantly following the implementation and expansion of the Customer Feedback Forum (CFF). Results remain consistently high at 89%, with +1% increases across key measures demonstrating strong process quality, reliability and consistency.

Supporting frontline staff gives real meaning to the work. Knowing our IT support helps clinicians stay productive and focused on patient care gives me a strong sense of purpose.

- Roshan Joshi, Connect IT Hub, NSW Ambulance

Setting a national benchmark in immunisation reporting

NSW became the first jurisdiction in Australia to meet the new Australian Immunisation Register (AIR) application requirements, which expanded the reporting to 4 new fields. This now includes antenatal data, mandatory from 1 March 2025, strengthening how vaccinations are recorded and how immunisation information is accessed.

The statewide rollout of the Health Outcome and Patient Experience (HOPE) platform continues

The HOPE platform has enabled more than 4000 clinicians across NSW Health services and Primary Care to receive and respond to feedback from patients on the outcomes and experiences that mean the most to them. Nearly 82,000 patients have completed around 211,000 surveys, supporting patient-centred care.