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Insights from 100 BPO Leaders on the Biggest Challenges and Boldest Opportunities Ahead in 2025
How MaxContact can help you get ahead in your sector
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Insights from over 1,000 recent customer experiences revealing what truly matters in contact centre interactions.
South Western Sydney Local Health District
South Western Sydney used AI Agents to monitor patients remotely in September 2021 during the COVID-19 pandemic and freed up clinicians’ time.
SWSLHD’s adoption of an automated rostering system is a prime example of how technology can optimise human-centric operations. By streamlining staff management, the health district saw a significant reduction in administrative time and a substantial decrease in reliance on costly agency staff.
This shift allowed SWSLHD to reallocate resources and empower its clinical staff, ensuring they could focus their valuable time and expertise on what matters most: delivering high-quality patient care.
South Western Sydney Local Health District
South Western Sydney Local Health District (SWSLHD) is a major healthcare provider in New South Wales, Australia. It’s responsible for the health services of over one million people, operating seven hospitals and a number of other health facilities. The district is known for its diverse population and its commitment to providing high-quality, patient-centered care. SWSLHD plays a critical role in the community, addressing a wide range of health needs from primary care to complex surgical procedures.
The Challenge: Manual Rostering and Inefficient Staff Management
The district faced a significant challenge with its manual rostering and staff management systems. These processes were time-consuming, inefficient, and often resulted in errors. Staff were spending hours creating schedules, managing leave requests, and handling last-minute changes, which diverted valuable time away from patient care.
The lack of a centralised system made it difficult to get a clear overview of staff availability and skill sets, leading to potential understaffing in critical areas and over-reliance on costly agency staff. Additionally, staff dissatisfaction was increasing due to a lack of flexibility and transparency in scheduling.
"The AI-assisted phone calls effectively identified the patients requiring further support, saved clinician time by monitoring less ailing patients remotely, and enabled them to spend more time on critically ill patients, thus ensuring that service and supply resources could be directed to those at greatest need."
Prof. Josephine Sau Fan Chow
Implementing an Automated Workforce Management System
SWSLHD implemented a new, integrated workforce management solution. This system automated the rostering process, allowing managers to create and adjust schedules more efficiently. It provided a single platform for staff to view their rosters, request leave, and swap shifts, all while ensuring compliance with workplace agreements. The solution also included a mobile app, which gave staff real-time access to their schedules and enabled direct communication with managers. By digitising these processes, SWSLHD gained a comprehensive, real-time view of its workforce.
Results
Significant reduction in administrative time: Managers spent less time on scheduling and staff management.
Decrease in reliance on agency staff: The new system helped SWSLHD better utilise its existing workforce.
Reallocation of resources: The district could redirect funds and staff to more critical areas.
Empowered clinical staff: Staff could focus on high-quality patient care rather than administrative tasks.
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