Respond Improves Customer Complaints Management, Staff Information Access and Reporting for Royal Brisbane and Women’s Hospital

Royal Brisbane and Women’s Hospital (RBWH) was using Excel spreadsheets to track applications for access to medical information. With only one user able to update the spreadsheet at a time and thousands of applications received by the Unit every year, the process was inefficient and cumbersome. Additionally, providing specific monthly and annual reports to various government departments requested under a number of legislative mechanisms was a time-consuming task which required staff to gather all the information together from various Excel spreadsheets.

Royal Brisbane and Women’s Hospital (RBWH) is a 929 bed quaternary and tertiary referral teaching hospital located at the Herston site within Metro North Hospital and Health Service, close to the Brisbane CBD. RBWH is the largest provider of health care services for Queensland Health, and is the largest tertiary referral hospital in Queensland providing state-of-the-art medical care and the best possible outcomes to more than one tenth of all patient services in Queensland, as well as serving patients from northern New South Wales and the Pacific Rim. Employing more than 7,450 multidisciplinary staff, more than 90,000 people are admitted every year to RBWH. The hospital participates in world-leading research and education in pursuit of excellence in specialised care. Partnerships with more than 14 Queensland and national universities, three TAFE provides and a new collaboration with Australian Defence Force (ADF) help RBWH carry on the development of our future medical and professional workforce.