Digital transformation in general practice: Two real-world case studies

Abstract

BACKGROUND: The rapid expansion of digital health technologies is transforming Australian general practice, yet implementation approaches vary widely. OBJECTIVE: This case study compares two real-world general practices undertaking digital transformation through contrasting strategies. DISCUSSION: Practice A adopted an integration-first model within an on-premises desktop-based system, focusing on compatible tools such as an artificial intelligence (AI) scribe, automated correspondence management and analytics platforms. Practice B pursued a product-led strategy within a cloud-based practice management system, implementing patient portals, AI scribes and voice agents as part of a unified digital ecosystem. Both practices achieved meaningful reductions in administrative workload and improved clinician efficiency, while maintaining patient satisfaction and safety. Their experiences highlight that success depends less on specific technologies and more on alignment between digital strategy, infrastructure and governance, with each approach offering valuable lessons for practices navigating digital change.

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