TLC for Kids, a leading Australian charity, was grappling with the challenge of streamlining the creation and management of patient letters and service confirmations associated with its services. The organization, which operates in 405 hospitals in Australia and five in New Zealand, provides a range of services to sick children and their families. These services include supplying innovative ‘distraction boxes’ to hospitals, operating the Rapid TLC Service which delivers timely support to hospitalized children and their families, and the TLC Ambulance service for children in palliative care. The organization's support staff had been relying on a series of Google Docs templates into which information from received request forms was cut and pasted as required. This manual process was time-consuming and inefficient, diverting staff attention from other critical activities.
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