Calvary Health Care

Richard Taggart

When used thoughtfully, technology can enhance the human experience in healthcare and make people feel more connected, valued and safe. In the best cases, this technology also helps to safely provide proper care for the right patient at the right time and in the right setting. However, to capitalise on this improvement opportunity, healthcare providers must remain open to innovation and adopt new service delivery methods. 

The range of technological applications adopted within Calvary Health Care is as broad as our services. From robot-assisted surgery in our hospitals to adaptive technologies that assist progressive neurological patients, or from communication platforms and safety solutions in new retirement villages and aged care homes to virtual care services delivering care at home, virtual care is a prime example for Calvary. It has been a key driver of our transformation over the past few years. The worldwide pandemic accelerated the uptake, agility and acceptance of digitally enabled care by providers and patients.  

During the COVID response, Calvary provided a virtual COVID Care at Home service across Australia, including in NSW, Queensland, Victoria and Western Australia. In 17 months, 189,692 patients were referred. In the state of Queensland alone, the service used a digital assistant (AI) to screen a total of 93,960 COVID positive patients. Of those, 62,438 (66 percent) completed the assisted conversation. As a result, more than 28,300 (30 percent of the total completed calls) could be screened directly as ‘low risk’ and referred to a self-management pathway. This AI-based triage system directly enabled staff to prioritise and support high-risk patients. 

According to a review conducted for Calvary by McKinsey in May 2022, Australian consumers were widely satisfied with virtual care services with a minimum level of in-person care involvement. The 2022 Virtual Hospital Consumer Survey reported that 90 percent of consumers were “somewhat” or “very” satisfied with virtual care services, and 72 percent reported the convenience of staying at home as a key benefit. 

Building on our learnings from rapidly implementing our COVID Care at Home services, there is now a unique opportunity to redefine how traditional healthcare is delivered. Our joint venture company with Medibank, Calvary Medibank JV Pty Ltd, delivers the My Home Hospital service for the South Australian Government. My Home Hospital is a public, hospital-level service delivering acute care to patients in the comfort and privacy of their own homes, including residential aged care. It demonstrates that patients don’t always have to be in a physical hospital to receive the necessary care. The service has seen thousands of patients and continues to grow. 

Consumers are ready for virtual care in various forms, and patients, not the healthcare system itself, will drive the growth in this space. 

However, there can be challenges with the adoption of virtual care. Our clinicians and medical teams must adapt to new working methods and balance in-person and virtual care. And the increasing digitisation of health information, coupled with the sophistication of cyber activity, requires robust security systems and perpetual vigilance to protect patient and staff privacy, data and health information. 

Virtual care, underpinned by enabling and transformative digital platforms, is a big part of the future of health care, and we are building on our existing footprint at Calvary by investing in new technology to deliver safe care that is embraced by our patients, residents, clients and staff. We are also changing gears in our approach to the technology we use today. Rather than relying on commercial off-the-shelf apps and solutions, we will increasingly focus on co-creating digital platforms with technology partners. By taking a platform approach, we can move faster and share innovations across all areas of our organization. 

The history of Calvary Health Care is a testament to the power of creativity and resourcefulness. Our founding Sisters of the Little Company of Mary turned a stocking factory into a health clinic, and this spirit of innovation has been a guiding force ever since. Fast forward 137 years, and we are leveraging technology to drive our mission forward in new and exciting ways that are transforming our work and helping to create better experiences and outcomes for our patients, residents and their families.  

About Calvary:  

In 1885, six courageous Sisters sailed into Sydney to continue the mission of Venerable Mary Potter and the Sisters of the Little Company of Mary to care for those in need. Thus began Calvary’s enduring legacy of care in Australia. Today, we continue their mission in our hospitals, home and virtual care services, retirement living and residential aged care homes across five states and two territories. For more information, visit www.calvarycare.org.au.