Health Quality & Complaints Commission (HQCC)

The HQCC is an independent body dedicated to improving the quality and safety of health services in Queensland. HQCC has three key functions:
1. managing complaints,
2. monitoring and promoting quality improvement in health services, and
3. sharing information.

HQCC was established in July 2007 and since then has worked quickly to establish the information systems required to run the business, including systems with online capabilities.  HQCC has a vision that requires more advanced online capabilities and engaged us to create an online strategy.

In February 2009 we embarked upon the development of the Online Strategy for HQCC.  

We set out to build an argument for change that is grounded in the business vision.  The approach we took was to engage our business leadership team and  and consultants in conversations about the current situation, the vision for the future, key strategic levers and the program of work that would achieve the desired future state.

 The conversations engaged three ‘voices’, the voice of intent (The Executive Team), the voice of experience (HQCC business Experts) and the voice of design (Webwings Internet Marketing).

The process we adopted was:
Problem Finding – Defining our vision and purpose
Discovery – Gaining insight into our capabilities and redefining the problem to be solved
Invention – Designing a more desirable outcome for the future and a plan of action to turn it into reality

Along the way we learned many things about the business and the changes needed to realise the vision.  The system in focus shifted beyond just online to the web based capabilities that will be required going forward.  This led to some positive outcomes.

Feedback from the CEO is that we delivered unexpected results and that she is glad we took the approach we did.  Now they have a clear path forward and have already begun implementing the strategy.

Note:  The HQCC Online Strategy was developed in partnership with U2 Management Services.