Founded by Paul Ramsay in Sydney, Australia in 1964, Ramsay Health Care provides quality health services through a global network of clinical practice, teaching, and research. It is one of the top five private hospital operators in the world with a global network extending across 10 countries, with over eight million admissions/patient visits to its facilities in over 500 locations. Ramsay Health Care is recognised as a market leader in the hospital industry in Australia and France, maintaining the highest standards of quality and safety. Over 77,000 people are employed globally, with Ramsay Health Care Australia being one of the largest operators of private hospitals in the country, and the largest revenue generator. 

The challenge centred around the marketing activities at Ramsay Health Care (AU). The marketing team wanted to achieve greater insight into the effectiveness of their marketing campaigns as well as maintaining up to date details on the facilities and services provided by the business, including hospital and pharmacy websites. They were relying on Tech personnel to extract insights from the data and provide them with the analytics they needed to plan future campaigns. A major pain point was also relying on the tech team to do any website updates. With over 70 hospitals, each with their own website, this was an onerous and time-consuming task. The marketing team needed more visibility around their data and to manage campaigns and websites on their own, without recourse to tech support.  They also needed to make sure their online presence was easily accessible, on all platforms, by their many users. 

Mitra and Ramsay worked collaboratively to build a fully responsive admin portal that does the following:

• Manage and control marketing campaigns
• Manage facility details of all 70 + hospitals in Australia
• Search to find pharmacy stores and manage pharmacy services bookings
• Provides dashboards and reporting tools

The portal is integrated into other internal websites and applications to gain insight and provide analytics to make hospital branding and marketing decisions. Ramsay was already using Sitecore, a customer experience management tool that provides web content management (CMS). Mitra used Sitecore to improve the Graphical User Interfaces (GUI) and hence the responsiveness of all the websites, so all were suitable for use on all devices, including mobile. This became more important in 2020 when all services moved on-line, with Mitra helping Ramsay respond to the increase in engagement. Mitra helped set up Customer Information Sessions, helping disseminate information around GP events and hospital services. A mechanism was also developed for feeding back attendance by clinical personnel at GP events, providing points towards “Continuing Professional Development (CPD)”, a program affiliated with the Royal Australian College of General Practitioners (RACGP).