Stride, a leading Australian mental health charity, specializes in early intervention and complex ongoing mental health challenges. Faced with growing demand and operational challenges involving patient assessments, service scheduling, claims processing and reporting requirements across multiple locations, Stride sought a comprehensive solution. Publicis Sapient was chosen for its extensive experience with healthcare service providers and a proven ability to deliver innovative solutions, aiming to enhance efficiency and standardization in mental health services. Stride has transformed its operations, replacing 3 legacy systems, enhancing both efficiency and client care. Staff are embracing the new system, calling it a significant step forward in providing accessible, client-centered mental health support
The demand for mental health services in Australia has been increasing. Health authorities have been responding by gathering important information from healthcare providers to ensure rigorous standards and safe and transparent practices are maintained. Operational complexities, fragmented service delivery across multiple locations, and the intricacies of Medicare integration posed significant challenges for Stride to meet this demand. Outdated legacy system, meant many hours of manual work by staff and poor user experience for patients. Managing patient assessments, scheduling, and service delivery for 4 distinct brands across 17 locations, 29 departments, and 400 clinicians required a more robust solution.
By adopting a collaborative and strategic approach, Publicis Sapient worked closely with Stride to create an integrated solution for the management of the entire customer journey, staff management and financial reconciliation of all services. Salesforce Health Cloud, OmniStudio, Experience Cloud and MuleSoft were deployed to ensure patients receive the appropriate assessments, robust case management and seamless Medicare and claims processes. OmniStudio was used for patient assessment and triage, addressing complex assessments effectively, while Lightning Scheduler enhanced service scheduling and delivery, managing operations across all 17 locations and their 400 clinicians. MuleSoft enabled seamless Medicare integration for service eligibility validation and billing. This transformative approach, informed by NDIS (National Disability Insurance Scheme) and healthcare provider needs, offered a standardized, best-practice model for the mental health sector, improving efficiency and patient outcomes.
The implementation of the Salesforce solution brought substantial business impacts for Stride, helping to further position them as a mental health industry leader and improving outcomes for patients. The organization also experienced significant improvements, such as:
This transformation supports increased transparency and better-coordinated care, paving the way for more personalized and impactful mental health services.
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Technology Director, Sales Practice, ANZ
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