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While delivery of training was outside the scope of this project, Train IT Medical also achieved the following:


Train IT Medical worked closely with MedicalDirector to create additional role-specific videos which MedicalDirector is now hosting on their website along with learning videos and summary sheets created as part of the project. They will direct new and existing software users to this learning.

MedicalDirector additional resources

Train IT Medical created an online Learning Management Solution to host the resources created as part of this project.

Train IT Medical online courses including CSIRO project materials

Victorian Aboriginal Community Controlled Health Organisation (VACCHO)

Design and delivery of a program to enhance Data Quality, using information systems to improve chronic disease management and enhance screening and prevention activities in Aboriginal Medical Organisations across Victoria.


VACCHO were looking to develop a structured learning program contextualised for their Aboriginal Community Controlled Health Organisations (ACCHOs) situated across Victoria.

A need was identified for a solid staff induction training program based on a train the trainer model and implementation of a state-wide system to meet the ongoing learning needs of staff using software to ensure:

– accurate recording of data for data quality and National KPI Reporting,

– prevention and screening activities.

– recalls and reminders,

– an understanding of digital health,



To develop a comprehensive learning program and set of resources suitable for a train the trainer approach with broad coverage to suit a variety of workforce roles and experience levels. The program required development of resources for sites using either Best Practice or Medical Director software.


A modular approach to the design of the learning resources was applied with the delivery of instructor and trainee resources included.

Collaboration with the client on the selection and inclusion of terminology and imagery was used to ensure a culturally appropriate solution was delivered to meet the needs of the mostly Aboriginal workforce.


A set of learning resources was delivered including:

Practice Managers Guides

Workshop Guides for the trainees

Instructor presentations to guide the learning workshops


Cancer Institute of NSW

A digital initiative to improve Pap Test Screening in NSW using clinical software tools and an innovative approach to training delivery


Cancer Institute NSW were developing an electronic reminder service to improve Pap Test rates in eligible women and wanted an online learning program to supplement the program rollout and improve understanding amongst practice staff about how to use this new service.

To develop and deliver an online learning program for the electronic Pap test reminder service implemented in 2015.

To improve cervical cancer screening rates in eligible women.

To increase the focus on preventative health and how this can be aided through the use of technology.


To develop engaging online learning content in modular format to meet the needs of a range of healthcare providers and staff members using multiple different clinical software systems.

To make use of the existing secure messaging and recall and reminder functionality in the clinical software to implement a comprehensive process for management of routine patient reminders for screening.


Using a Learning Management System (LMS) to track usage and deliver functional modules, Train IT Medical were able to deliver an innovative set of 5 modules to train staff on using the recall and reminder system to process reminders for patients with overdue Pap tests.

The learning program was supplemented with a full set of downloadable resources to enhance understanding and cater for different learning styles.


Over 120 practice staff across NSW completed the online learning modules in a 12 month period.
Feedback from all stakeholders (learners and the Cancer Institute) was extremely positive.
Learners required no direct assistance to use the LMS, follow the modules or download materials.
One support call placed in 12 month period. This was a Windows display issue.



Redfern Aboriginal Medical Service

A Quality Improvement (QI) approach to developing customized practice protocols to improve data quality and standardize service delivery across multiple clinics.


Redfern AMS’s key objectives include:

Improving the delivery of clinical services through measurement and standardization.

Simplifying reporting processes to meet funding body requirements and ensuring consistency and visibility through regular tracking.

Standardizing the use of software systems to ensure the collection of quality data.


To implement sustainable process improvements that are measurable and upskill staff members to ensure standardization across the organization.

Manage the opposition to change that ultimately presents a significant barrier to uptake of new initiatives within an organization.


To achieve these objectives, baseline measures were taken to gain an understanding of the current status of key clinical indicators that form part of the National KPI framework. Improvement projects were identified and a variety of initiatives implemented including an awareness campaign for Health Assessments, development of a staff training program and redesign and documenting standardized practice processes.

Achievable performance targets were set to encourage achievement and a suitable staff recognition program accompanied these changes.


Substantial improvements in a number of key areas including:

Delivery of a standardized training program to induct all new staff members on practice process, clinical software and data recording.

Development of a standardized monthly KPI tracking system to monitor results and identify exceptions.

146% increase in number of Health Assessments conducted from 2014/15 to 2015/16.

Substantial increase (15 %) in the number of children who are fully immunized from in the 6 months Dec 2015 to July 2016. Pap tests being completed for eligible women.

Improvement in the collection of data and a corresponding improvement in data quality. For example smoking status recording has increased from 84% to 90% since Dec 2013.

Clean up of recall system and outstanding test follow up system resulting in a 92% decrease in the number of outstanding URGENT test results requiring follow up.

Set of documented practice processes for the management of test results, recalls, health assessments and appointment systems.


HealthLink & Roads & Maritime Service (RMS)

NSW Fitness to Drive Medical Assessment Integrated SmartForm


Create a digital medical assessment form that can be filled out online by medical practitioners including doctors, optometrists, physiotherapists, specialists etc. and electronically submitted to RMS in near real-time.

Automate the assessment process and eliminate the use of paper forms by General Practices and Optometrists.

Create a platform for One RMS – One Customer (One Medical Review).

Improve Customer experience related to medical reviews.

Improve road safety outcomes by ensuring customer details are more up to date and road users who are not medically fit to drive will be subject to enforcement actions within acceptable timelines.


Member of Project Clinical Advisory Committee acting as clinical software expert and advising on development to HealthLink and RMS to ensure usability.

Designed training plan for implementation and adoption of SmartForms in general practice.

Liaised with key stakeholders including Primary Health Networks (PHNs) to ensure promotion and awareness of SmartForms.

Promoted adoption by General Practitioners.

Encourage adoption by general practice to improve efficiency and decrease reliance on paper forms for general practice.

Related Articles:

Driver Health Checks Go Digital in NSW

Healthlink & Roads & Maritime Services



Improve RMS medical review process:

Digital medical assessment form that can be filled out online by medical practitioners including doctors, optometrists, physiotherapists, specialists etc. and electronically submitted to RMS in near real-time

Automate the assessment process by using business rules that are based on ‘Australian Fitness to Drive’ (AFTD) standards to update RMS systems. This will reduce the need for manual intervention and avoid issues e.g. human errors, inconsistencies etc.

Create a platform for One RMS – One Customer (One Medical Review)

Improve Customer experience related to medical reviews:

Quicker and more efficient process

Faster turnaround time and no need to visit RMS registries or SNSW centres.

Timely follow-ups, and clear communication with customer

Improved road safety outcomes:

Customer details are more up to date and road users who are not medically fit to drive will be subject to enforcement actions within acceptable timelines.


Cited as a very successful initiative:


Family Planning NSW (5 sites)Family Planning


Family Planning NSW has 5 sites (Ashfield, Dubbo, Newcastle, Penrith and Fairfield).
This was a long term multi-phase project over the past 3 years.

Stage 1 –Goals:

  1. To introduce computerised medical records, to become ‘paperless’.
  2. To minimise front desk processing workflow while fulfilling complex Government reporting requirements.
  3. Improve Appointment System
  4. Design training to suit the organisational culture of Family Planning.

What we did:

  • Design a change management and training plan for multiple clinicians, administration staff working at 5 sites in 3 software programs (Medical Director, PracSoft & custom-designed FPNSW software).
  • Policy and Procedure design.
  • Designed set protocols for clinical documentation, recall, pathology management and document management etc. to suit  Family Planning’s specific requirements.
  • Worked with Higher Reason to build an add-on software interface that met the needs of Family Planning complex data collection requirements.
  • Provided interactive training for multi-disciplinary teams to follow FPNSW protocols for over 100 staff.
  • Designed and produced detailed training manuals with specific organisational workflow.
  • Designed and produced additional supportive learning tools for staff.
  • Helped inspire a positive approach to technology changes

Stage 2 –Goals:

  1. Learn MBS rules relevant to Family Planning.
  2. Introduce MBS billing for doctor consultations.
  3. Implement and streamline Medicare billing processes on front desk.
  4. Promote paperless communication between clinicians and administration staff.

What we did:

  • Design a training plan for multiple clinicians, administration staff working at 5 sites in multiple software programs.
  • Provided interactive training over many days for multiple staff using the program PracSoft.
  • Promoted a team-based approach to communication and client billing processes while maximising efficiency with available software.


Galambila, Durri and Biripi Aboriginal Medical Services (3 sites), NSW

indigenous, close the gap, health, ITGoals:

  1. To increase efficiency with appointment system and minimise waiting times
  2. To streamline practice billing processes
  3. Streamline front desk processing workflow while fulfilling complex reporting requirements.
  4. Introduce processes for collecting and keeping demographic data updated.
  5. Increase general knowledge and use of medical software programs
  6. Introduce advanced features of Medical Director to help clinicians save time with clinical documentation processes.
  7. Assess and improve patient recall and reminder system.
  8. Design training to suit the multi-disciplinary teams of multiple connected Aboriginal Medical Services.

What we did:

  • Worked with key staff to assess and design improvements for systems and processes, in particular Recalls and Reminders, Pathology Management and Document Management.
  • Designed a change management and training plan for health workers, doctors, nurses, administration staff working within the multi-discplinary health environment of 3 sites.
  • Provided interactive hands-on training for multi-disciplinary teams to follow designed protocols for multiple staff in a multi-stage change management.
  • Designed and produced detailed training manuals to suit each Aboriginal Medical Service.
  • Provided additional ongoing learning support.
  • Implemented a long-term training plan where new staff can take advantage of 1 hour online training as an introduction to the software and processes specific to Galambila, Biripi or Durri.
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