Case Study // Patient, Department, Lawyer: A Hospital’s Story
Sector: Healthcare
Legal team: 12 lawyers
Impact:
Time to action reduced from over two business days to same business day
Board reporting cut from four days to under an hour.
Every matter is anchored to the patient, treating department and MRN at intake, enabling clinical risk patterns to be identified before they escalate.
Before Cubed
A leading Australian hospital operates across dozens of clinical and corporate departments, supported by an in-house legal team of twelve. The team handles clinical claims, complaints, coronial enquiries, privacy, governance and commercial contracting.
Over time, the method of intake had evolved without a consistent structure. Requests arrived through emails, calls, forms and direct conversations, with no reliable way to capture case-critical context including patient name, date of birth, MRN and treating department at the point of intake. Lawyers were left chasing those details from already stretched clinical and administrative staff.
Visibility was a further challenge. The General Counsel had no easy way to see where work sat, which departments generated the most legal demand, or which matters were at risk. Board reporting required manual collation each cycle, a process that took days.
Going live
The hospital implemented Cubed by Law Squared within its existing Microsoft 365 environment. A standardised intake form captures patient name, date of birth, MRN and treating department at submission, while dashboards give the General Counsel a live view of workload across the team. Because Cubed runs entirely within the hospital's tenancy, no data leaves the environment and no additional approvals were needed.
Today
Matter triage now runs off real data rather than recall. Every matter carries its clinical and departmental context from the moment it lands. Where new matters previously waited several business days for an initial response while context was chased down, they are now acknowledged on the same business day, with the clinical detail attached at intake. For urgent clinical or patient-related matters, that is the difference between a delay and a response.
Because every matter is tagged with department, MRN and clinical context at intake, the team is picking up patterns far earlier. A cluster of complaints originating in one ward, a privacy theme recurring across a specialty or repeated coronial touchpoints at a particular service can be flagged back to clinical leadership while there is still time to act, rather than after several similar matters have stacked up.
Quarterly reporting to the Board on legal and clinical risk now draws on live data rather than recall. Reports that previously took days of manual collation each cycle are produced from the dashboard in under an hour, with the underlying matters one click away if a director wants to look behind a number.
“For the first time, every matter is connected to the patient, the department and the lawyer responsible for it. That single change has redefined how we operate”
Client name withheld at the customer’s request. References available to qualified prospects on request.