Epworth Healthcare

Where it all started

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Epworth Healthcare wanted a better way for patients and GPs to find the right specialist without getting lost in complex medical terminology. Partnering with DPTR, they embraced AI-driven search to revolutionise care pathways and reinforce their leadership in Australian healthcare.

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The Transformation Journey

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The Challenge Epworth Healthcare’s outdated ‘Find a Doctor’ platform made locating specialists difficult for both patients and general practitioners. An unintuitive search experience, reliance on medical jargon, and limited filtering options translated into lower specialist appointments and diminished user satisfaction.

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Key Pain Points:

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• Outdated search functionality hindering both patient and GP queries.
• Complex medical language creating barriers for patients.
• Inefficient search process resulting in reduced specialist bookings.
• Lack of smart filters slowing down the path to the right care.

Seeing the Opportunity

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Rather than simply adding new filters, DPTR identified a more ambitious goal: eliminate the reliance on rigid filtering altogether.  

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By harnessing Natural Language Processing (NLP), we envisioned a world where patients and GPs could find specialists in plain language—no need to memorise medical terminology.

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Vision

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“How do we enable both patients and GPs to find the right specialist effortlessly, even when medical terms can be daunting?”

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Our Approach

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Deep Organisational Understanding

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• Conducted comprehensive research into Epworth’s data structure.
• Interviewed both GPs and patients to identify their distinct search needs.
• Balanced cutting-edge AI capabilities with strict ethical and accuracy safeguards.
• Collaborative, Agile Delivery
• Embedded our team with Epworth staff, designers, software engineers, and Sitecore partners.
• Built a rapid proof of concept (POC), iterating fast based on real user feedback.
• Showcased how Generative AI (OpenAI) could be responsibly integrated for immediate impact.

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Key Technologies

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• Sitecore Search – Intelligent, AI-powered search functionality.
• OpenAI – Generative AI engine to interpret and refine user queries.
• Sitecore Experience Platform – Personalisation features to enhance user engagement and deliver relevant specialist results.

What we built

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An AI-Driven Search System: Allows users to type queries in everyday language, guided by NLP to the right specialist without technical barriers.

Streamlined User Experience: Distinct pathways for patients and GPs, acknowledging unique search behaviours and professional needs.

Scalable Foundation: Built on Sitecore, the platform can be further expanded to incorporate new features and data sets as Epworth’s AI roadmap evolves.

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The Impact Efficiency Gains for GPs

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GPs can now find specialists faster during short consultations, improving decision-making and freeing them to focus more on patient care.

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Empowerment for Patients

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Patients receive clear, relevant results in plain language, boosting confidence in choosing the right specialist.

Sector Leadership

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Epworth sets a new standard in healthcare, pioneering public-facing Generative AI to streamline the patient journey.

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Future Potential

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Further personalisation options based on patient history and preferences. Expanded AI features like appointment matching and automated booking and data-driven insights enabling Epworth to continually refine specialist offerings.

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