Success story
Sydney Adventist HospitalIndustry• HealthcareSolution• OpenText™ RightFax™

Services• OpenText Professional Services

Sydney Adventist Hospital
supports patient care withreliable document exchange

Largest private hospital in New South Wales securely sends
and receives medical records with OpenText™ RightFax™
connected to multifunction devices
Results
Secure, reliable exchange ofclinical information, medical
records and more
Efficient document delivery
and distribution
Easy access allows employees
to focus on patient care“We’re in a good position to continue providing good service
to our patients because of systems like RightFax.”
Chris Williams

Chief Information Officer
Sydney Adventist HospitalSydney Adventist Hospital supports patient care with reliable document exchange

As the largest not-for-profit hospital in New South Wales, Sydney
Adventist Hospital places caring for patient needs as its first priority.
‘The San,’ as it is commonly called, serves close to 200,000 patients
every year. Professionals at the 550-bed facility include 2,300 staff
members, 990 medical practitioners and 470 volunteers.

Critical communication backbone

After many years relying on OpenText RightFax for secure document
exchange with other care providers and patients, the San views the fax
server as essential to its own vitality as a service provider. “Without theeasy transfer of clinical information through RightFax, the services
we provide to external parties and ultimately the care of patientswould be compromised,” said Chris Williams, chief information officer
for Sydney Adventist Hospital. “Faxing is so important to us, we’ve got
backup servers so if one fails another can take over,” though highreliability keeps the instances rare, according to Williams.
As funding and expertise for new systems vary, the San must communicate
effectively with organizations in all stages of the Electronic Medical Record(EMR) adoption process. Patient records at the San are largely digital
through its EMR system; however, other providers are in varying stagesof digitization. Every day, the San sends and receives hundreds offaxes. Booking requests and patient admission details arrive from officemanagers. Radiology reports and other results are delivered to generalpractitioners and specialists. Faxes with medical history and accountdata even come in from patients. All material must be dispersed quickly
and securely to the appropriate hospital departments and personnel.

“RightFax distributes that information from multiple numbers goingto multiple points of contact inside our organization,” said Williams.
Additionally, hospital employees often fax important files between
departments as well, since internal mail service is not instantaneousand email is not secure.
The San eliminated dedicated fax equipment and individual telco lines
for document exchange, replacing fax machines with hundreds ofmultifunction devices connected to RightFax. “Gone are the days
where one might have a scanner and a printer and a fax machine
sitting side-by-side. All those things are rolled into one now, resulting
in time and cost savings,” said Williams.
Fewer machines also free up space for other office essentials or staff
members. “Using the multifunction devices becomes a very efficientand cost-effective way of having a faxing capability,” Williams continued.
Rather than routing dedicated telephone lines to every fax machine,
the San only needs an internet connection to the device for document
delivery and receipt through RightFax.

Secure and timely deliveryOutgoing files are scanned or supplied electronically and faxed using
pre-set contact information. As a result, user error and time related tokeying fax numbers is reduced. “Some of the security is about being
able to send the right fax to the right endpoint,” said Williams. Since
RightFax uses numbers entered and checked within the system, it
supports delivery of patient information to the appropriate medicalprovider. “It is also more efficient to send documents,” said Williams.

“As we continue to growand expand, RightFax is ascalable solution that willgrow along with us.”
Chris Williams

Chief Information Officer
Sydney Adventist HospitalSydney Adventist Hospital supports patient care with reliable document exchange

Checking status or confirming receipt is easy for hospital personnel
through an audit trail in RightFax detailing destination and delivery time. For
failures due to issues on the receiving side, RightFax automatically queues
files for further delivery attempts. “When you’ve got hundreds of faxes
to send out each day, you’re looking for an efficient way of being able
to do it; but, you’re also looking for a way that you know a patient’s
radiology result is going to the correct referrer,” said Williams.
The RightFax Integration Module integrates RightFax with the Radiology
Information System (RIS) for delivery of reports. It also integrates withthe organization’s EnterpriseOne ERP system for delivery of purchaseorders. “You’ve got the full gamut of capabilities that come with anenterprise system,” noted Williams.

Organized and efficient receipt

Incoming faxes are delivered directly to necessary contacts. For
instance, when a booking request arrives, it is transferred to the patient
services area, where both clinical and administrative personnel access
it for the provision of care and for administrative and billing purposes.
When needed in paper format, received faxes are printed and deliveredby several document systems.
The ease and reliability of document management supports hospital
service providers in all areas of patient care. Other hospital personnel
working in groups not yet using RightFax are requesting deployment of
the fax server. For instance, the Medical Service Department currently
wades through paper to support doctors in their accreditation process.
“The small department is pushing for the capabilities of RightFax tobe able to assist them in their tasks,” said Williams.

Professional partner

To design and build connections within its RightFax system, the San
partnered with OpenText Professional Services.
Functionally rich products tend to increase in complexity as managers
discuss options for addressing issues, according to Williams. “You needa vendor that is going to listen and understand the problem, thenprovide comment and help you put the right solution in place,” headvised. “We felt OpenText Professional Services were quite good.
We formed a partnership with them and as we raised issues they
worked through various options for us to recommend the best way
to approach a particular problem.”Future plans

Williams expects the San will continue relying on RightFax as a scalable
and secure system supporting efficient, cost-effective document
exchange. “As we continue to grow and expand, RightFax is a scalable
solution that will grow along with us,” said Williams. “It is a stablesystem that keeps humming along quite nicely.”With its fax system in stable condition, Williams says IT hospital employees
can focus on other issues and responsibilities, such as digitizing thehospital voice communication system. Other professionals are also
empowered to focus on the hospital’s top priority, says Williams, “We’rein a good position to continue providing good service to our patients
because of systems like RightFax.”

About OpenText

OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information aboutOpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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