Creating paperless pathways for patients

Forté Health is replacing paper communications with a new online process that gives patients the information they need about their upcoming visit to Forté, removing the barriers and delays of paper forms.

Developed in partnership with Personify Care, the new digital pathway has been co-designed with input from patients and staff to enhance the overall patient experience as they prepare for their procedures, replacing inconsistent paper communications that often left patients feeling unprepared or anxious before surgery.

The digital system provides more timely procedure-specific instructions, pre-admission requirements, and day-of-surgery details directly to patients' mobile devices.

"Too often, hospitals communicate around the patient, not with them," says Matt Devonald, Patient Services Manager at Forté Health.

"We're changing that by delivering accessible information at the right time - directly to patients - whether that's to their mobile device at home, or in the clinic supported by their health practitioner."

The digital system was built with help from patients and hospital staff to make sure it works for everyone. It supports staff while giving patients clearer, easier-to-understand information.

The new system started in July in four specialist areas, including Urology and Gynaecology. This step-by-step approach has allowed Forté to make improvements before rolling it out across the whole hospital.

“This isn’t about digitising for the sake of it. It’s about making sure every patient has the right information, at the right time, so they feel supported and prepared, not overwhelmed,” says Matt.

The system has been designed to work for people from different cultures and backgrounds, with careful attention to language, tone, and how information is delivered to make sure communication works for all of Forté Health's patients.

“We have created walk-through videos with te reo Māori and sign-language translations to assist our communities to better connect with us and prepare for their stay.”

Matt says the approach reflects a growing interest in how digital tools can be used thoughtfully to improve both clinical outcomes and patient experience in private surgical settings.