Maximising the reach and impact of an eHealth hub
Customer Intelligence solutions ensure platform for frontline health care workers continued to provide tools and resources its users were looking for.
users of platform in 12 months
Black Dog Institute supports health workers during the pandemic
Month-by-month, the pandemic is taking an ever-greater toll as people isolate to prevent the spread of the disease. However, health professionals are one group unable to isolate – called into action every day to care and support for the general population, while placing themselves at risk of infection.
The daily pressure of working on the frontline of the pandemic has put a strain on many healthcare workers’ mental wellbeing. Black Dog Institute, a medical research institute that seeks to find new and better ways to prevent and treat mental illness, drew on research showing that more than 50% of health care professionals are worried about contracting Covid-19 and 80% are concerned for their loved ones. Black Dog Institute responded by developing The Essential Network (TEN) for health professionals.
Working with SAS was crucial in prioritising the ongoing direction of the project, and specifically which channel – out of the mobile app and online website – we should continue investing in Nicole Cockayne Director Strategy and Operations Black Dog Institute
Developed as part of the Australian government’s $74 million package to support the mental health and wellbeing of Australians, TEN has been designed by health professionals, for health professionals. TEN is a digital platform that links health professionals to a free, confidential ecosystem of individualised mental health support. The service puts the healthcare worker at the centre of a range of care options, empowering them to choose combinations of care that match their needs, while removing barriers to access. Through TEN, health professionals can tailor their care, according to their individual needs.
TEN was launched in May 2020 in collaboration with SAS, Black Dog Institute, This Way Up, RANZCP, Hand-n-Hand Peer Support, APS, Cogniss, UNSW Sydney and the University of Melbourne. Drawing on previous experience in collaborating with Black Dog Institute’s health care and technology partners, the first iteration of TEN was developed rapidly to meet the immediate mental health needs of health professionals. Nicole Cockayne, Director Strategy and Operations, Black Dog Institute said: “Following the initial stages of the project, working with SAS was crucial in prioritising the ongoing direction of the project, and specifically which channel – out of the mobile app and online website – we should continue investing in.
“With significantly higher traffic on the website, and a lower demand for telehealth interactions, we quickly realised users were looking to leverage the website for self-management tools and resources. We have since re-launched a new and improved version of the TEN online website in response to this, with more than 40 additional resources added, based on user engagements and other feedback,” continued Cockayne.
Facts & Figures
supporting mental health of health professionals in pandemic
users of platform in 12 months
increase in click throughs to self-help resources and online assessments
Following TEN’s May 2020 launch, it grew to more than 10,000 users in two months; increasing to more than 36,000 users within its first year. TEN was refined and re-launched in March 2021, with the platform experiencing a spike of 500% in click throughs to self-help resources and online assessments.
As TEN evolved and grew, Black Dog Institute’s team used SAS® Customer Intelligence 360 solutions to monitor, evaluate and make decisions to ensure the platform continued to provide the tools and resources its users were looking for.
Black Dog Institute’s team initially thought that hospital workers would be the most regular users of TEN, given their frontline exposure to Covid-19. The data showed the team that nurses, general practitioners (GPs) and psychologists were the most frequently cited professions of TEN users. Another insight was that 6-8 p.m. often saw a spike in users accessing the platform.
Working in close partnership, Black Dog Institute and SAS are able to unlock these types of insights and turn them into actionable outcomes, meet peak demand for key audience segments, highlight updated and new resources and ensure that the platform was offering the maximum benefit for users.
As the world continues to come to terms with the pandemic, the impact it is having on people’s mental health will be measured in the years to come. It is through initiatives such as TEN that the approach to mental health and the services and support offered to health care workers will grow increasingly sophisticated and effective.