NSW health professional complaints system to be re-platformed

The NSW government's Health Professional Councils Authority (HPCA) is implementing a "comprehensive” new complaints management system based on Salesforce.

It replaces an “ageing” bespoke system used to handle complaints about NSW-registered health professionals, including dentists, nurses and doctors.

As well as raising and tracking complaints, the platform will manage how HPCA monitors professionals' compliance with registration conditions or restrictions.

The system will be used by the HPCA’s 180 regulatory staff, members of 15 health professional councils and around 400 hearing members who are appointed to regulatory panels and inquiries.

“The new system will significantly streamline and improve how we raise, track, and resolve complaints and notifications about NSW registered health practitioners,” a HPCA NSW spokesperson told iTnews.

“This is part of a wider transformation by the HPCA to support customer centred regulatory services to the community.”

The platform’s design, integration, Salesforce development, data migration, testing, training and support will be handled by Capgemini, who was awarded the $9.2 million deal.

Implementation is expected to take one year.

According to eHealth NSW, Salesforce was selected due to its existing use by HPCA for a pharmacy ownership platform.

The agency “decided to expand the solution for complaint management and compliance monitoring," the spokesperson added.

eHealth NSW is currently undergoing a major cloud transformation and aims to have 90 percent of its workloads out of NSW government data centres by the end of this year. 

It also recently revealed it is using more advanced parts of Amazon Connect, the cloud-based software that runs its internal and externally facing contact centre operations.