CASE STUDY

Synapse provides a range of support services for people who have been impacted by brain injury and disability and promotes quality of life, self-determination, and choice through information, specialist support, and targeted research activities.

The Challenge

Synapse is the leading Non-Government Organisation (NGO) dedicated to reconnecting the lives of those affected by Brain Disorders. With the introduction of the National Disability Insurance Scheme (NDIS), the organisation was faced with the question of how front-line services could be made more efficient. The challenge is to develop an efficient model of care that does not compromise the high standard of care for which Synapse is renowned.

The Solution

Transfirm worked with Synapse staff to redesign the ‘Care-for-Client’ process. The redesign workshop was facilitated so all staff could contribute, from front-line support to senior managers. The new process was then tested and ‘proof of concept’ tools were created to show how the new process could be implemented.

Critical Success Factors

The leaders at Synapse provided encouragement and support to workshop participants, which enabled them to freely contribute knowledge and ideas which ensured the best possible process design. This was in turn supported by Transfirm’s change management methodology.

The Goals

The goals were to get a clear picture of how the ‘Care-for-Client’ process could be re-engineered for efficiency, as well as develop and test ways for the process to be implemented at Synapse.

The Method

The method used was ‘Discovery’ to understand the workings and values of Synapse. This was followed by a collaborative mapping workshop, followed by a detailed scope and ‘proof of concept’ for implementation.

The Results

The Synapse team embraced the process re-engineering challenge and a new way of providing care was designed. This new way was consistent with the values of the organisation and would create significant improvements in productivity.  Synapse’s CEO, Associate Professor Cullen made the observation that “working with Transfirm changed our mindset about how we work, which really helped us manage cultural change”.

Assoc. Professor Cullen
CEO – Synapse