Ramsay Healthcare
Digital Transformation Change Management at Ramsay Healthcare
Ramsay Health Care, a global leader in healthcare with over 30,000 employees, had a bold vision: to transform the way they worked through digital innovation. With so many employees, including a significant number of frontline staff, Ramsay knew this transformation was vital – but they also knew it wouldn’t be easy. They needed a structured change management approach, something that would bring their vision to life for everyone in the organization, from the executives to the nurses on the ground.
ORGANISATIONAL DESIGN • DIGITAL TRANSFORMATION • CHANGE MANAGEMENT
Our Approach
From our very first conversations with Ramsay’s team, it was clear they had the right vision for the future – but they needed guidance to make sure the transformation resonated across every level of their workforce. Without a solid change management framework, there was a risk that the people who mattered most – especially the frontline staff – wouldn’t engage fully with the initiative. And in an organization like Ramsay, where nurses play such a critical role, that engagement was key.
Our first step was to listen. We conducted an in-depth discovery phase, getting a feel for Ramsay’s current change management capabilities and how they aligned with the broader goals of their digital transformation. It quickly became clear that some foundational elements were missing: clear communication channels, a structured process, and a strategy to bring the change to life for their diverse workforce.
Based on these insights, we worked closely with Ramsay to design a change management strategy that was tailored to their unique needs. We knew that communication was going to be a major hurdle – especially for those frontline staff who didn’t have access to the traditional communication tools like intranets. So, we took a flexible, test-and-learn approach, finding new ways to engage staff in a way that fit into their day-to-day lives.
Bringing the Change to Life
One of the biggest challenges was finding the right way to reach nurses and other staff who had limited time during their shifts. At first, we experimented with digital screens in staff rooms – but real-time feedback told us that this wasn’t the best fit. Nurses simply didn’t have the time to engage with the content during their short breaks.
So, we pivoted. Our solution? A microsite that was accessible from any device, at any time. This site became the hub for all things related to Ramsay’s digital transformation. It was simple, easy to navigate, and packed with engaging content like videos and updates that helped staff stay informed without feeling overwhelmed. The goal was to make the transformation accessible – not just another task to add to their busy days.
The Outcomes
The feedback from Ramsay’s staff was overwhelmingly positive. The microsite became a vital tool in helping everyone – from hospital executives to nurses – feel more connected to the transformation. The design was intuitive, and the content was engaging, offering a refreshing change from the traditional, text-heavy communications that are all too common in healthcare.
Though the full rollout of the strategy was still in progress when we handed over the project to Ramsay’s internal change management team, early results were very encouraging. The microsite had become a central communication platform, helping staff feel empowered and informed as the transformation continued to unfold.
Reflections
This project with Ramsay Health Care reinforced the importance of flexibility and a human-centered approach in managing change. By listening to staff feedback and adapting our approach, we were able to ensure that Ramsay’s digital transformation was supported by a dynamic, responsive strategy.
At the heart of this collaboration was a shared commitment to making sure that every employee – especially those on the frontlines – had the tools they needed to engage with this exciting new chapter in Ramsay’s story. It was a journey that reminded us all that real change happens when people feel included, supported, and inspired.