The NEXA Patient Flow Solution, has gone live at Tweed Valley Hospital after months of collaboration and planning with the Northern NSW Local Health District, patients, staff and volunteers.
The system has automated SMS appointment reminders, replacing a process in which staff previously had to manually trigger more than 200 reminder messages per day which has helped to reduce no-shows by giving patients more time to prepare for appointments or reschedule.
In the Fracture clinic flow, patients remain in the waiting area until called – reducing disruption to consultations already underway.
NEXA’s Patient Flow Solution, based on the Q-Flow platform is designed to improve outpatient communication, reduce queues, optimise workflows and streamline clinic administration.
It went live in April following a staged implementation that included service design workshops with patients, volunteers and staff, infrastructure work, hardware installation, system build, user acceptance testing and integration with the electronic medical record.
NEXA continues to invest in new patient engagement capabilities, including a digital patient portal, VisitPlus, designed to empower patients and carers by providing greater visibility and control throughout their healthcare journey.
Designed around patients and clinicians
NEXA said the project was supported by strong collaboration between Northern NSW Local Health District subject matter experts and its own project team, as well as leadership support from the district.
NEXA Director of Operations and Services Katie Bowden said the implementation was shaped by extensive collaboration with patients, carers and clinicians to ensure the technology optimised real hospital workflows rather than forcing new ones.
The discovery phase included outpatient consumer workshops to capture feedback on pain points and wish lists around; communication, check-in kiosks and wait times. Staff workshops were then used to validate requirements, workflows and the overall experience for patients, carers and staff. The findings were presented back to consumers for further feedback.
A milestone for NEXA
NEXA’s CEO Adrian Gold said the Tweed Valley Hospital Patient Flow Solution was an important milestone for the company.
“Seeing Tweed Valley Hospital go live is something we’re incredibly proud of, but it’s also part of a much bigger story. Every day, NEXA supports more than 200,000 consumer interactions across Australia, helping health services deliver better experiences for patients and more efficient workflows for staff. The momentum we’re seeing across both our established platforms and our new innovations is incredibly exciting, and it’s rewarding to know our team is making a measurable difference to the way healthcare is delivered.”
“NEXA exists because waiting is one of healthcare’s most solvable problems, and yet it remains one of its most persistent. We work with hospitals and health services to transform how patients move through a service, reducing wait times, improving flow and giving both patients and staff a better experience, and Tweed Valley is a great example of it in action,” he said.
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