Monash IVF Group

Patient Experience Transformation

[Case Study]


Monash IVF Group launched a Digital Front Door that supports the entire patient journey with comprehensive and flexible digital patient pathways.

Learn how Monash IVF Group CIO, Thierry Panthier elevated the role of IT from tech support to an internal partner supporting the Group strategy and how his team drive business critical patient experience improvements with Personify Care’s digital patient pathways.

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“As Monash IVF grows across Australia, supporting new teams to embrace the tech stack available to them is business critical.

My team’s role is to reduce the friction when we are onboarding new Monash IVF sites and support an enhanced patient experience that’s nuanced to a clinic’s unique workflows and team.”

– Thierry Panthier, CIO Monash IVF Group

Thierry Pantheir

How Monash IVF Group are Leading the Future of Digital Health Transformation


Thierry Panthier and the team at Monash IVF Group view digital transformation not as a silver-bullet one time solution, it’s often like a ‘choose your own adventure’ journey. A journey that with IT firmly in the driving seat, can lead to significant gains in operational efficiency and elevation of patient and clinical experience.

In this case study, we’ll take an in-depth look at the Monash IVF Group digital transformation journey and how this impacts both clinicians, patients, and their loved ones.

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Leading edge fertility journeys

Prior to the implementation of digital patient pathways, a significant challenge across Monash IVF sites was the sheer volume of phone calls and paper based forms required throughout the patient journey.

In 2021, it became imperative to review how information was collected from patients and shared with clinical teams.

To move beyond the basics of digitising forms and create an advanced digital experience for clinicians and patients alike.


“Monash IVF Group is at the leading edge of IVF technology. And the patient experience needs to meet patient expectations without impacting human connection between patients and their primary fertility care team.”

Thierry Panthier, CIO Monash IVF Group

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Patient Care Comes First

One of the first steps in Monash IVF Group’s digital transformation was to enhance the patient experience through streamlined digital patient pathways. These pathways optimise the collection and sharing of critical information with patients throughout their treatment.

Traditionally, some digital transformation strategies have focused on a one size fits all approach to execution. Without additional IT resources available for the project, it was essential for the Personify Care digital patient pathways to be flexible and scalable across new sites, processes and teams – without placing significant workload on the local administrative and clinical teams, or internal IT.

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Internal ITs role as “Digital Enablers”

To deliver on a streamlined patient experience that also reduced the burden on our staff meant Panthier needed to elevate the role of his internal IT from tech support to an internal partner supporting the Group strategy.

To execute on this strategy, Panthier needed a platform that could optimise the patient experience for the Group.


“My team’s role is to support clinics and doctors with flexible and comprehensive pathways that act as a first touch ‘digital front door’ for patients.“


Thierry Panthier, CIO Monash IVF Group


At a practical level, this is removing the friction of data collection and information sharing between patients and clinicians. Converting clunky paper forms, phone calls and physical booklets into a digital experience with high adoption rates across patient cohorts.

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Not Just the “Digital Front Door”

Panthier’s team rapidly deployed a bespoke patient experience leveraging Personify Care – one platform with multiple interations.

The team supports a national group of clinics with unique patient workflows that are flexible to the changing dynamics of a patients’ journey and continuing COVID-19 impacts.

The workflows needed to be scalable, and support various types of fertility journeys and patient cohorts from egg donors, surrogates, those seeking to preserve fertility, and prospective parents and partners.

Digital Patient Pathways interact with Patient Portals

Interoperability by design

By leveraging the Personify Care platform, Panthier is able to create a scalable solution that’s fit for purpose and fits seamlessly into the Monash IVF Group’s technology stack with our interoperability built natively into the platform.


“The combination of this approach and our partnership with Personify Care means that there is a significant reduction in the burden on staff and clinicians across the Monash IVF Group – including internal IT resources. Our teams have additional time to focus on high-value care for our patients.


Thierry Panthier, CIO Monash IVF Group

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