Medical Referral Triaging and Accelerated Processing for Monash Health
Following project challenges with previous vendors, Southern Health and Ozescribe engaged C9 to scope and build a robust new clinical workflow platform for Monash Health to track patients and specialist referrals from initial receipt to completion. The application needed to handle high volumes of incoming faxes and HL7 messages containing confidential specialist referrals while providing fast, measurable specialist assignment across multiple organisational roles.
Upon delivery, C9 successfully met all specifications on time and within budget, establishing a trusted foundation for clinical triage and accountability. Designed to scale smoothly under high transaction volumes, the platform integrates seamlessly with hospital systems to streamline intake, prioritisation, and reporting.
The solution supports multi-step triage workflows, custom HL7 and fax ingestion, and comprehensive audit trails, ensuring clinical safety and governance across specialist clinics. Backed by scalable cloud infrastructure, the platform empowers healthcare networks to process thousands of referrals efficiently without bottlenecks.
The project brief was to deliver a web-based referral triage and scheduling system capable of processing high-volume clinical faxes and HL7 messages, enforcing clinical prioritisation rules, and providing end-to-end tracking for public health networks.
Key Functionality
- Workflow-Oriented Triage: Structured multi-step pathways supporting clinical prioritisation, redirection, and rejection.
- Hospital System Integration: Seamless interoperability with patient administration and medical record systems.
- Medical Records & Document Management: Secure attachment and viewing of PDF and TIFF referral files.
- Advanced File Handling: Automated ingestion of incoming faxes and electronic feeds.
- Scalable Demand Architecture: High-throughput background processors designed to manage large transaction volumes.
Core Technologies
- Configurable Workflows: Multi-step triage routing aligned with clinical governance rules.
- Custom Parsers: Specialized ingestion engines processing incoming HL7 messages and fax files.
- High-Volume Schedulers: Background workers managing massive transaction loads efficiently.
- Immutable Audit Trails: Comprehensive logging of all health record actions for accountability.
- Operational Dashboards: Real-time visibility tools tracking referral bottlenecks and turnaround times.
- Auto-Scaling Infrastructure: Resilient deployment architecture adapting dynamically to network demand.
Project Outcomes & Impact
The OzETriage platform successfully transformed Monash Health's referral management operations by replacing manual, fragmented processes with a secure, highly scalable clinical workflow system. By automating HL7 and fax ingestion, enforcing rigorous clinical triage pathways, and providing real-time operational visibility, the solution eliminated lost referrals, drastically reduced turnaround times, and reinforced governance across public health networks.