Digitising Public Health Response and Patient Communication

Client

A state-based healthcare provider

Industry

Healthcare

Client Type

Government

Duration

Multi-phase pandemic support

Region

A state jurisdiction

Scope

End-to-end referral and triage portal design
Online booking and identity verification integration
Ongoing enhancements and multi-use expansion

Solutions Delivered

Online referral and booking portal
Medicare-integrated public access system
COVID @ Home triage module
Elective surgery waitlist communications

Secure workflows. Faster triage. Smarter health service delivery.

During the COVID-19 pandemic, a state-based healthcare provider needed a better way to manage test referrals, coordinate follow-ups, and engage with the public. The existing process was manual and inefficient, relying on paper forms, scanning, and internal emails to manage high volumes of community enquiries.

Intuit Technologies worked closely with the provider to develop a secure, online portal that simplified referrals, reduced delays, and enabled public self-booking. As the platform evolved, it became a key digital tool across both COVID and non-COVID workflows, improving communication, access, and service continuity.

The Problem

Manual paper forms were slow and unreliable
Delays in testing bookings due to inefficient workflows
No public-facing system for booking or updates
Outdated patient communication channels

The Business Impact

Long wait times and limited visibility across departments
High administrative burden on health staff
Risk of missing or duplicating patient records
Difficulty updating waitlists and tracking engagement

The Solution

Designed and delivered a secure online referral and booking system
Enabled access for both healthcare provider and Premier and Cabinet staff
Integrated with Medicare to validate citizen records
Deployed a COVID at Home triage tool for remote patient risk assessment
Reused the platform to manage elective surgery waitlist updates and confirmations