The Young Adults Service at Douglas MacMillan Hospice successfully implemented SystmOne to replace Care Database, spreadsheets, and Outlook calendars with a single, integrated system. Delivered between October 2025 and March 2026, the project was characterised by strong collaboration, openness, and a genuinely engaged team. Staff feedback highlighted how valued and supported they felt throughout the process, with many noting how their input shaped the final system. The result is a user-friendly, efficient platform that supports day-to-day care, improves access to information, and reflects the needs of a highly committed and compassionate service.
Aims/Objectives
The project aimed to:
Replace Care Database, spreadsheets, and Outlook-based processes with a single system.
Implement SystmOne to support the Young Adults ServiceImprove access to patient information across teams and partners.
Standardise data capture and reporting.
Enhance care planning, safety, and operational efficiency.
Utilise mobile devices (tablets) for many staff.
What did we do?
Key actions included:
Designed and configured over 300 system components, including reports, templates, and questionnaires.
Migrated key patient data including registrations, key workers, alerts, and upcoming contacts.
Delivered structured, accessible training tailored to different staff groups.
Implemented digital handover processes and dashboardsReplaced manual booking and tracking processes previously managed via spreadsheets and Outlook.
Introduced user-friendly features such as assessment completion indicators.
Provided onsite training and two weeks of onsite support post go-live.
Worked closely with staff throughout to shape and refine the system.
Completed IT handover and documentation for ongoing support.
What was the context/background?
Prior to the project, the Young Adults Service relied on a combination of Care Database, spreadsheets, and Outlook calendars.This created fragmented ways of working, duplication, and challenges in coordinating a diverse service that includes respite stays, day opportunities, and community care.There was also a growing need to align digitally with the Adult hospice services, which already use SystmOne, supporting a more unified approach to care, improved information sharing, and consistency across the organisation.Together, this created a clear need for a single, integrated system that could bring everything together while still reflecting the unique and flexible nature of the Young Adults Service.
How was it organised and who was involved?
Project management and system design team.
Young Adults Service clinical and operational staff.
Internal IT team.
Service leads and reporting leads.
A key feature of the project was the level of engagement from the Young Adults Service team. Staff at all levels contributed to the design, testing, and refinement of the system.
Feedback from the post-implementation survey highlighted that people felt listened to, included, and able to influence decisions. Comments such as “everyone’s views were listened to” and “they really did listen and were responsive” reflect the collaborative approach taken throughout.
What resources did you need?
Human resources:
Project manager.
Clinical and operational staff.
IT support teamTraining and support personnel.
Financial resources:
Delivered within agreed budget (0% cost deviation).
Dedicated timeDelivered within agreed timeframes (0% time deviation).
Additional resources included:
Tablets and smartcard access.
Training materials and guides.
Reporting and dashboard development.
Lessons Learned & Recommendations
A key component of the implementation was the use of Brigid to enable mobile working across the Young Adults Service.
Many of the team only had access to tablet devices and were already used to recording care on tablets. As a result, having reliable, real-time access to records via tablets was essential.
Brigid was used to:
Access and update patient records at the point of care.
Complete assessments and record contacts in real time.
Review key information such as alerts, handover notes, and care instructions.
Support staff working flexibly across locations without needing to use Laptops.
Several design decisions were made specifically to optimise the system for Brigid use:
Reminders were standardised and clearly prefixed to ensure visibility when viewing records on mobile devices.
Key assessments were given consistent naming conventions (e.g. “YAS” prefix) to allow quick searching and retrieval.
Assessments were adapted to include care instructions, aligning with how staff work in practice and simplifying access on tablets.
Early collaboration with IT ensured that potential challenges with tablets and smartcard access were addressed ahead of go-live, contributing to a smooth deployment.
The simplicity and usability of Brigid, combined with tailored system design, enabled staff to confidently adopt mobile working, reducing reliance on paper and improving the timeliness and accuracy of data capture.
Are there any success factors that can be shared?
Key success factors:
A highly engaged, open, and collaborative team.
Genuine co-design, with staff shaping how the system works in practice.
Clear, supportive communication throughout the project.
Training that built confidence and was well received.
Responsiveness to feedback, including changes during go-live support.
A shared focus on making the system work for the service, not the other way around.
The tone of feedback consistently reflected a positive and supportive experience, with many highlighting how approachable and responsive the project team was.
Benefits
A single system replacing multiple legacy tools.
Reduced duplication from spreadsheets and manual processes.
Improved care planning through structured and holistic data capture.
Digital handovers replacing paper-based processes.
Real-time access to information across teams and partners.
Improved collaboration with external services such as GPs.
Increased safety through better access to data and alerts.
Standardised workflows while retaining flexibility for the service.
Time savings through automation and improved navigation.
Enhanced reporting capability and data qualityFull audit trails for clinical and operational activity.
Staff feedback highlighted both the practical and experiential benefits, with comments such as “communication was impeccable and very supportive” and “I felt well supported through every stage of the project”, reinforcing the positive impact of both the system and the way it was delivered.
Testimonial
"The Dougie Mac Young Adult Service went live on SystmOne on 9th March 2026.Seth and the team have provided the most amazing support throughout; from the initial consultation, discovery phase, workshops, training, to the best post ‘go live’ support.The young adult service needed many bespoke features which added a level of complexity to the project; the patience shown by Seth to ensure he understood our needs has been the best we could have hoped for. The preparation, training, and post ‘go live’ support has meant we were able to have a smooth transition, without any interruption to our service delivery.We are already seeing the benefits of SystmOne and feedback from the young adult team has been extremely positive.Throughout my career I have been part of many system changes, Optimised Solution have provided by far, the best experience."
Linda McNee Head of Young Adult Service