Increasingly, hospitals are solving patient flow issues using a Patient Access Coordination Hub (PACH) model of care. This involves bringing hospital staff from different teams together with real-time data from hospital systems to better coordinate patient journeys and improve patient flow.

One hospital that’s sitting at the forefront of this new model is Gold Coast Hospital and Health Service. GCHHS uses SystemView’s Command Centre to power their innovative Coordination Hub with real-time data insights and visibility across the hospital. 

We spoke to Andrew Fisher, the Assistant Director of Nursing/Initiative Owner PAFU/Rostering Excellence Project at GCHHS, to find out more about their Coordination Hub, what it looks like, the impact it’s having, and how the technology works.

What is the Coordination Hub?

Coordination Hub is an operational command centre at the heart of the hospital. It brings together two key elements:

  • People – Getting the right people in the room that have an impact on the patient journey (from start to finish)
  • Data – Displaying data on patient journeys (and the overall health service)

This enables the Coordination Hub team to bring in the right patient and admit them under the team, into the right ward, at the right time.

What Does the Hub Look Like?

The Coordination Hub is centrally located at GCHHS, behind a glass door in reception. It’s close to the switchboard, clinical response unit, and after hours care unit. Like many other hospital services, the Coordination Hub runs 24/7 — although not every role is staffed round-the-clock.

The Hub is split into a front section (hospital avoidance, transfer, and patient flow) and a back section (hospital logistics, staffing, and environmental services). Inside the room, you’ll generally find bed management, staffing, incident control, ambulance services, complex care nurse, after hours hospital coordinators, inter-hospital transfer coordinators, and an environmental services manager.

But when staff first walk into the Hub, the first thing they tend to notice isn’t the people sitting at desks, but the screens. These screens show multiple data analytics dashboards, including:

  • Predictive analytics for ED
  • Real-time incoming ambulances
  • How many people are waiting for beds upstairs
  • Timestamps
  • Length of stay data
  • Plus much more

For some staff, it’s a real lightbulb moment. They come away with a greater appreciation for how their role impacts patient flow across the entire hospital.

Why Implement a Coordination Hub?

According to Andrew, the core benefit of the Coordination Hub is collaboration. 

Having everyone sitting in the same room (including an ambulance officer) helps to build relationships, trust, and engagement. It means the team can get input (and action) on issues quickly, without having to wait for someone to pick up the phone. 

Greater information transparency makes it easier for people to work together on patient flow issues because they can visualise the pressure points and find opportunities to fix them (instead of waiting to be told). 

This makes perfect sense — there’s a vast amount of data surrounding the patient journey. If care teams can access the right data in the right format and at the right frequency, they can prioritise workflows, reduce rework, and (most importantly) deliver the best patient experience and care.

But what’s the right data? And how should it be displayed?

Command Centre: The Technology Behind The Hub


The advanced technology that underpins GCHHS’s innovative Hub is SystemView’s Command Centre configuration.

SystemView [insert hyperlink when ready] is a hospital management system that allows hospital staff to monitor hospital demand, activity, and patient flow. It integrates data from various source systems into one place to enable charts, dashboards, and visualisations, real-time monitoring and alerts, trends and reports, and the actionable insights needed to manage patient flow.

SystemView’s Hospital Engagement team can set up the Command Centre configuration to display key charts from SystemView across a wall of monitors in your hospital. 

You can see up-to-date information (updated every 5-8 minutes) on the departments that support unscheduled or emergency care, with screens showing:

  • Who is in ED?
  • Who is likely to come in?
  • Who is confirmed to come in?
  • Who is ready to depart the ED?
  • Who else is coming in?
  • What beds do I have available?
  • What is going on in our ICU?
  • Who has been discharged so far today?
  • What activity are we seeing through our Transit Lounge?

Displays can be customised to suit a specific division or patient cohort, and because the software is built in an agile product, you can quickly adapt as your Hub’s roles and goals change. 

The same charts are also available for viewing on desktop via a SystemView user login, which is useful for looking up underlying patient data behind each chart. Plus, you can set up custom alert notifications to monitor issues while away from the desktop.

Explore SystemView’s Command Hub

Setting up your own Coordination Hub or something similar? SystemView has advanced capabilities that can bring your data (and people) together. 

Whether you’ve already got the core SystemView product and you’re ready to extend its capabilities, or you’re starting to explore options for upgrading your hospital analytics solution, we’d be happy to help.

Contact us to find out more about our Command Centre configuration or to request a demo of our software.