Supporting vulnerable children at Monash Health through digital referrals and secondary consults.

Children’s Health and Wellbeing Local (CHWL) at Monash Health is a specialist paediatric service providing care and support to children and families across Melbourne’s south-east. To strengthen access and streamline referral pathways, CHWL has implemented Consultmed, a secure, cloud-based referral management platform, replacing manual, paper-based systems and outdated processes such as fax.

From June 2025, referrals to CHWL are managed through Consultmed, enabling:

• Digital referral creation, triage, and tracking
• Secure, automated communication between referrers and CHWL teams
• Integration with GP practice management software (Best Practice, MedicalDirector, Gentu)
• Enhanced data security and compliance with Australian privacy standards.
• Patient and carer engagement through Personify Care, including SMS notifications and feedback surveys
• Secondary Consult or ‘Advice & Guidance’ service launched on Consultmed in September 2025, enabling GPs and community clinicians to seek timely specialist input without the need for unnecessary face-to-face appointments

Implementation Approach

Consultmed worked in close partnership with Monash Health to configure the platform for CHWL. Engagement sessions with clinical and administrative teams were held to map workflows, identify referral pain points, and ensure alignment with Monash Health’s IT infrastructure. 

To simplify access, Single Sign-On (SSO) was implemented for all Monash Health staff, allowing users to log into Consultmed using their existing credentials. The platform was also integrated with CHWL’s scanned medical record (SMR), enabling referrals received in Consultmed to be seamlessly exported into patient records. 

A key feature of the rollout was the tailored integration with Personify Care, giving patients and carers access to digital referral information and post-care surveys. Combined with SMS and email notifications, this functionality keeps families informed, encourages active engagement, and supports continuous service improvement through real-time feedback.

Practice management system (PMS) integrations were configured for Best Practice, MedicalDirector, and Gentu, while a secure web portal was made available for other providers. Consultmed also worked with Monash Health IT to embed referral data into existing systems, ensuring continuity and consistency of information across services.

Staff training and onboarding were delivered in the lead-up to the June 2025 go-live, supported by practical resources and on-demand support.

Outcomes Achieved

The implementation of Consultmed at CHWL has:

• Received over 100 digital referrals via Consultmed in …
• Improved referral triage and tracking processes, reducing delays and administrative burden.
• Enhanced communication between primary care providers and Monash Health services.
• Provided carers and families with clear communication and real-time SMS and email updates.
• Enabled families to share feedback through Personify Care surveys, supporting continuous quality improvement.
• Strengthened Monash Health’s data capabilities, offering new visibility of referral volumes, response times, and clinical activity.

These improvements are expected to reduce wait times for outpatient appointments, improve satisfaction for families, and free up valuable staff time previously spent chasing paperwork.

The introduction of Consultmed at Monash Health’s Children’s Health and Wellbeing Local has delivered a modern, patient-centred referral system. By replacing legacy processes with a fully digital platform, CHWL is creating faster, more transparent, and more secure referral pathways for children and families.

Through integration with Personify Care, families are kept informed via SMS updates and empowered to provide feedback on their care experience. This not only enhances engagement but also ensures that CHWL can continuously adapt and improve its services.

To learn more about referrals and requests for Advice and Guidance to Children’s Health and Wellbeing Local at Monash Health, visit their website.