Forte Health Deploys Patients-Centric Digital Pathway to Transform the Surgical Experience

SECTOR UPDATE - Personify Care

Forte Health, a leading private surgical hospital in New Zealand, has announced the development of a new digital patient pathway designed to improve surgical readiness, reduce cancellations, and deliver a more personalised care experience for patients undergoing short-stay surgery.

The initiative, in partnership with Personify Care, is part of Forte Health’s broader commitment to consumer-centred innovation. The hospital is addressing long-standing challenges caused by manual, paper-based processes and inconsistent communication, which often leave patients feeling unprepared and anxious before their procedures.

“Too often, hospitals communicate around the patient, not with them,” said Matt Devonald, Patient Services Manager at Forte Health. “We’re changing that by delivering accessible information at the right time - directly to patients' - whether that's to their mobile device at home, or in the clinic supported by their health practitioner”. 

Designed With Patients and Staff in Mind

The digital pathway will deliver procedure-specific instructions, pre-admission requirements, and day-of-surgery details via SMS and secure mobile web links. Co-designed with input from both consumers and clinical and administrative teams, the system integrates seamlessly with existing workflows, supporting staff while improving the experience for patients.

The first phase of the rollout began in July with 4 specialist rooms - including Urology and Gynaecology, enabling iterative learning, staff feedback, and refinements before expanding across all Medical Specialist rooms by the end of the year. 

Redefining Patient Preparedness and Operational Efficiency

Forte Health aims to significantly enhance patient confidence, satisfaction, and engagement by empowering them with on-demand access to tailored, easy-to-understand guidance. By shifting away from paper-heavy administration, the hospital also expects to reduce manual workload and lower operational costs.

Key success metrics include:

• Improved patient satisfaction and preparedness
• Fewer day-of-surgery cancellations
• Enhanced ability to identify clinical risks early
• Improve environmental footprint by reducing printed materials and postage

“This isn’t about digitising for the sake of it,” added Matt Devonald. “It’s about making sure every patient has the right information, at the right time - so they feel supported and prepared, not overwhelmed.”

“We aim for technology to be an enabler, breaking down barriers and promoting health literacy, ultimately putting the patient in control of their healthcare journey.”

Leading the Way in Culturally Sensitive Digital Health

Recognising the importance of inclusivity and cultural safety, Forte Health has embedded cultural sensitivity into the pathway’s design. This includes ensuring language, tone, and delivery channels are appropriate for the hospital’s diverse patient population.

The hospital believes this approach offers a repeatable model for other private surgical providers across New Zealand and beyond, demonstrating how thoughtful digital transformation can uplift both clinical outcomes and patient experience.

Source: Personify Care media release

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