The Western Australian Mental Health Commission has enlisted Microsoft to roll out a new case management system on a private Cloud.
The Commission has deployed Microsoft Dynamics CRM 2013, enabling it to deliver enhanced person centred supports and services, and internally make better connections and balanced investments.
Shortly after the WA Mental Health Commission was formed in 2010, it took on responsibility for the back-office functions of the Mental Health Review Board and the Council of Official Visitors.
These two statutorily independent entities have important functions in monitoring and protecting patients receiving involuntary treatment, yet they didn’t have effective and efficient modern information systems.
The Commission has now implemented Microsoft Dynamics CRM 2013 as its new case management solution, deployed on Windows Server 2012 and SQL 2012 via Private cloud.
The core solution is delivered from the Dynamics CRM 2013 platform, deployed on Windows Server 2012 and SQL 2012 in partnership with WA based Microsoft Gold partner, Zettaserve.
It is deployed via private cloud across the state to the commission’s various sites and field workers. Once the rollout is complete, it will be used by case workers, management and administration staff, with about 80 users in the first phase.
WA Mental Health Commission information services manager, Patrick Langford, said the goal of the project was to use new technology to deliver better outcomes from case management.
“For consumers a major benefit is that it allows progress toward an authoritative patient record," he said.
"As a person travels through the continuum of care and support, from diagnosis to leading a full and contributing life, the full picture can be seen.”
The first workload in the new solution, which was implemented with the support of management services company SMS Management & Technology, helps consumer advocates, and their management of incoming requests around issues raised by involuntary patients.
It also allows the advocates, as case workers, to track, engage and resolve the issues as needed.
The second workload manages their scheduled 'sitting days' when a predefined group (a ‘review board’ including legal and community members and psychiatrists) has to be grouped, and sit for allocated case reviews.
Leveraging the service calendar functionality, individual review boards can be automatically generated and allocated cases for patients, and is entirely configurable by business rules to manage the changing legislative requirements in this space.
Both of these workloads then automatically create all timesheets for the advocates and review board members with direct import into the payroll system and manage all expenses incurred.
Efficiency is obtained with full approval workflows and automation to simplify all aspects of their service delivery processes.
“We were open to off the shelf solutions. If someone had invented the wheel we weren’t going to do it again. But no-one had done it,” Paul Millwood, Project Lead and Business Analyst for the Mental Health Commission said.
Legislation before Parliament will replace the Mental Health Review Board with a Mental Health Tribunal and the Mental Health Advocacy Service will replace the Council of Official Visitors.
These changes and others ushered in by the new law are focused on delivering greater protection and certainty for consumers. An integrated case management system can assist in achieving that goal.
Langford said the commission was already beginning to talk about what additional releases it could do in the next 12 months.
“We have a good idea now of the character of the Dynamic CRM platform," he said.
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"We know what runs well out of the box and what we can change. We’ve been impressed by how quickly it can be customized and how code can be customized to run on top.”
“One direction I am very keen to explore is around mobilising the workforce. I am very keen that people can engage with this system when they are with patients."