St John is the largest primary care provider in New Zealand and provides emergency ambulance service to nearly 90% of New Zealanders. They also provide a range of care-related community and commercial services, including medical alarms and an emergency telephone response service to at-risk individuals nationally through their Telecare and Home Health division. St John has contact with over one million New Zealanders a year. The Telecare division is charged with installing thousands of medical alarms in the homes of clients who have a diverse range of medical and other needs across the country. It then monitors the alarm through a 24-hour telephone service staffed by consultants who triage distress calls to ensure an appropriate response.

1. © Promapp Solutions Limited 2015 I www.promapp.com
Adelaide City Council
Putting process into practice
Industry:
Healthcare
St John
Using Process to help save lives
St John is the largest primary care provider in New Zealand and provides emergency
ambulance service to nearly 90% of New Zealanders. They also provide a range of care-related
community and commercial services, including medical alarms and an emergency telephone
response service to at-risk individuals nationally through their Telecare and Home Health
division. St John has contact with over one million New Zealanders a year.
The Telecare division is charged with installing thousands of medical alarms in the homes
of clients who have a diverse range of medical and other needs across the country. It then
monitors the alarm through a 24-hour telephone service staffed by consultants who triage
distress calls to ensure an appropriate response.
Challenges
The key driver for the implementation of Promapp was the consolidation of four regional
business units under a national umbrella in 2010.
“We all operated under the same brand but were not entirely consistent. We recognised a real need to ensure a consistent customer
experience if we were going to outstrip the competition and be the best in the market. The best way to achieve this was through a
common set of processes,” explains William Hughes, National Telecare and Home Health Manager.
Added to this pressing driver was an upcoming 2012 requirement
for a significant segment of the healthcare industry to gain
accreditation in order to become an approved Government
supplier – a process that called for an independent audit of
processes.
“Promapp was the tool we used to ensure our processes were
up-to-date, compliant and fully available for auditors to review for
accreditation. All they had to do was open Promapp online which
made this whole part of the accreditation easy and seamless.”
Why choose Promapp?
A number of features set Promapp apart from alternatives. One was its track record internally – it had already been trialled for the
ambulance operations part of the business so it was already familiar. The primary reason was its online tablet application – the easiest,
most practical and cost effective way to adequately support a team of some 60 roving field officers.
“Our team members were not going to lug
around a physical manual, that is more likely to
gather dust anyway. And a hard copy option
wasn’t going to meet our need to continually
update and improve our processes, which
is part of our overall vision for improving our
business.”
William Hughes,
National Telecare and Home Health Manager
Business Benefits:
• Improved staff induction &
training
• Staff members have a
defined and documented set
of processes to follow; there
is no grey area
• Continuous live updates and
improvements to processes
• Processes are now relevant
to work flows and accessible
to staff anywhere, anytime
• Simplified Accreditation
process

2. © Promapp Solutions Limited 2015 I www.promapp.com
Adelaide City Council
Putting process into practice
Implementing Promapp
St John assigned three ‘Promasters’ to champion the updating and migration of
all their business processes to Promapp, under close guidance from the Promapp
support team. Each was selected from a key business area to ensure the relevance
and accuracy of the work concerned.
“Step one after assigning the Promasters was for them to consult with managers
and end users to develop a first cut. From that point, there was plenty of testing,
refinement and improvement. Within six months we had strong adoption. Because
Promapp enables us to track access and use, we were confident that the system
was affecting the kind of behavioural changes that we wanted,” proclaimed Hughes.
Outcomes and benefits from using Promapp
Hughes identifies a number of key benefits from having processes that are current and available to all staff, whenever and
wherever they need them. Prior to Promapp’s introduction, processes were in place but they were not live and accessible. The
result, over time, was a wide spectrum of something that looked like a single process but, because of variations made to it over
time by different individuals, was not.
More effective, relevant processes: Retraining and relearning, rather
than just translating old processes into the system, was a key part
of the Promapp implementation and migration. This has provided a
valuable opportunity to improve processes across the entire business.
Improved induction and training of new staff: St John now has full
confidence that new staff members have a defined and documented set
of processes to follow. There is no grey area.
Tips for new players
William Hughes offers the following advice for new or intending Promapp users:
• Consider the needs of your end user. Make sure you involve those who’ll be actually using the processes in the design and
application decisions to boost both effectiveness and buy-in from those who really matter.
• Train, consult and test. For best results, Promasters should consult widely when developing first drafts, then test with end-users,
and respond swiftly to feedback.
• Use face-to-face communication. This is the best way to achieve cultural and behavioural change. If you’re already holding regular
forums or workshops, include a Promapp section in the agenda.
• Use your Promapp support team and keep learning. Promapp gives us great support, helping us and the Promasters navigate the
system, learning more and more about what the system can do and new ways we can use it to suit our needs.
About St John
St John is at the frontline of medical response, providing Ambulance Services throughout New Zealand. We’re also part of a
much broader picture of health care, through our provision of first aid training, event medical services, AEDs (defibrillators), first
aid kits and supplies, medical alarms, youth groups and a wide range of community programmes.
Contact Promapp today for a free trial or web demo.
St John
Using Process to help save lives
“The key improvements are in agility and
availability. Processes are now relevant
to our workflows and accessible to staff
anywhere, anytime. Promapp has enabled
our processes to become a living, integral
part of our business operations.”
William Hughes,
National Telecare and Home Health Manager
“We looked at other online hub-
based applications, but in terms
of usability and the ability to mesh
and meld with our real operational
needs, Promapp was it.”
William Hughes,
National Telecare and Home Health Manager