eHealth NSW Year in Review 2025

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.

Partnerships that make a difference

eHealth NSW and SDPR leaders visit Hunter New England LHD ahead of the 2026 Single Digital Patient Record rollout

eHealth NSW and SDPR leaders visit Hunter New England LHD ahead of 2026 SDPR rollout

Delivering connected care in partnership with the Single Digital Patient Record program

Since Richard Taggart’s start as eHealth NSW’s Chief Executive in January 2025, he has visited districts and services statewide to strengthen relationships, understand priorities, and advance key initiatives such as the Single Digital Patient Record (SDPR).

eHealth NSW is a key delivery partner for the delivery of the SDPR, which will change how people experience and deliver care in NSW Health. It will provide a full picture of a patient's public healthcare journey in one place, unifying access to clinical information, regardless of where consumers and families go to seek care.

Using virtual reality to strengthen communication with culturally and linguistically diverse patients

Virtual reality cultural training through partnerships

eHealth NSW partnered with SWSLHD, the NSW Health Refugee Health Service, the University of NSW (UNSW), HETI, and the Ministry of Health to launch the Cultural Compass VR tool. The immersive training helps clinicians step into the shoes of CALD patients, building empathy and improving culturally responsive care.

Knowledge Sharing

In 2025, a culture of knowledge sharing was strengthened through global partnerships, talent programs, and internal capability building. International delegations, school engagement initiatives, and Cloud Community Day provided opportunities to share expertise in digital health, AI, and cloud innovation. These efforts fostered collaboration, encouraged learning, and helped shape the next generation of health and technology professionals.

Global partnership

Throughout 2025, eHealth NSW strengthened global partnerships by hosting delegations from Canada, Saudi Arabia, Malaysia and Laos. These visits provided opportunities to share our expertise in digital health innovation, including virtual care and remote monitoring, eHealth service delivery, ethical and secure use of AI in healthcare, and the role of cloud systems in strengthening health operations. By engaging with international health leaders, we showcased NSW Health’s commitment to modern, accountable public service and positioned ourselves as a leader in digital health transformation.

Partnering with Schools Program

After four successful years, the Partnering with Schools Program concluded in 2025, having reached hundreds of students across NSW through hands-on learning, workshops and mentoring in digital health. Delivered with the Association of Independent Schools of NSW, the program leaves a strong legacy of inspiring future health and technology professionals.

Driving cloud collaboration and learning

Cloud Community Day brought colleagues together to learn from experts, explore emerging tools and see how cloud is transforming healthcare. The event showcased real-world success stories and how cloud is driving smarter, more innovative ways of working.

Growing the next generation of cloud engineer

eHealth NSW piloted a Cloud Engineering job-shadowing program with UTS students through the Industry Degree Academy, providing hands-on experience on real projects alongside our experts. The program helped build participants’ confidence and shape their career pathways.

Reducing our environmental footprint

We recognise that the ICT sector, including its energy consumption, electronic waste generation, and carbon emissions, has a significant impact on the environment. The eHealth NSW Environmental Sustainability Plan reflects our commitment to integrating sustainability principles into our practices, systems, and services, while striving to create a healthier future for the people of NSW.

To support NSW Health’s Net Zero Roadmap, eHealth NSW introduced 6 new statewide sustainability initiatives to:

Improve how we manage cloud infrastructure
Encourage sustainable ICT procurement
Promote digital sustainable practices such as Telehealth and e-waste recycling
Leverage automation and AI to improve energy efficiency and reduce waste
Track and analyse carbon emissions data
Include carbon reduction actions in business case submissions

99 %

disposed devices re-purposed or sold

2,474

assets diverted from landfill

230,329 kg

embedded carbon saved

Connectivity

In healthcare, connectivity is vital because it allows systems like electronic medical records (eMRs), telehealth platforms, and medical devices to share data in real time, improving care coordination and patient outcomes. Strong connectivity empowers clinicians with instant access to critical information, enabling faster decisions and more efficient, patient-centred care.

Support during Cyclone Alfred

eHealth NSW’s Situational Response Team supported local digital health teams during extreme weather events, including Ex-Cyclone Alfred, to prepare their systems and connectivity to ensure continuity of care. This included the distribution of satellite devices to priority areas to mitigate links going offline.

Stock imagery - satellite dish with twilight sky background

Enhancing connectivity in remote communities

eHealth NSW has now deployed satellite devices to enhance connectivity at Tibooburra Health Service and Lord Howe Island Gower Memorial Hospital, improving network speed and reliability for these remote facilities.

Health Grade Enterprise Network (HGEN)

We continued modernising statewide network infrastructure. The Health Grade Enterprise Network (HGEN) is upgrading ICT infrastructure across NSW Health through a statewide network refresh program that will deliver more reliable, high-performing coverage for clinicians, patients and staff. Work is currently underway across 14 Local Health Districts and Specialty Health Networks, supporting a stronger and more resilient digital foundation for the future.

eMR to the cloud migration

Four Local Health Districts (LHDs) and one Specialty Health Network (SHNs) transitioned their Electronic Medical Record domains to the NSW Health Public Cloud as part of the statewide eMR Cloud Modernisation Program. This shift supports the NSW Government Cloud strategy and is already delivering benefits, including a 60% boost in system performance, improved scalability, lower carbon emissions, enhanced reliability, and reduced hardware risks.

Celebrating our culture

At eHealth NSW, we are proud to have a diverse workforce that reflects the customers and communities we serve. We draw strength from these diverse perspectives to be more innovative, creative and better understand our customers through shared experiences.

NAIDOC Week celebrations

Lunar New Year

Diwali festivities

Diversity and inclusion

Christmas celebrations

Award and recognition

Supporting our staff

eHealth NSW’s Aboriginal Employment Strategy

Through our Aboriginal Employment Strategy, we are committed to elevating Aboriginal and Torres Strait Islander voices and working in active partnership with employees and communities to shape culturally informed digital health solutions.

NSW Health secretary Susan Pearce signs Alternative Pathways initiative

Our pledge to help expand digital career pathways

We committed to the 20% Alternative Pathways Pledge, ensuring that by 2030 one-fifth of digital entry-level hires come from non-traditional routes to enhance diversity and address NSW’s digital skills gap.

Work experience and internship programs

We expanded career pathways for future digital health leaders through school-based and university internship programs, including Aboriginal SBAT students, UTS cloud engineering interns, and new internship and DigIT traineeship pilots launching in 2026.

Leadership Connection Initiatives

We launched our Leadership Connection Initiatives in response to feedback from the 2024 People Matter Employee Survey, to help build stronger relationships, encourage open dialogue, and uplift leadership capability across eHealth NSW.