Healthcare systems are grappling with several issues that affect the accessibility, quality, and cost of care. Legacy technology, operational silos, paper-based processes, and staffing shortages are some of the key impediments to growth in healthcare delivery.
In the Washington release, we are launching several exciting new features and applications to our Healthcare and Life Sciences products. Let's dive deep into the key updates.
Healthcare and Life Sciences Service Management (HCLS – SM)
HCLS – SM, with its out-of-the-box workflows, facilitates the delivery of patient-centric care and enhances clinician experiences by improving operational performance.
In the Washington release, we add two new differentiating capabilities - EMR help that simplifies EMR experiences to boost productivity, and GenAI case summarization aimed at reducing time-to-serve by accurately synthesizing data from multiple sources.
- EMR help capability
Clinicians increasingly spend time on electronic systems, detracting from their primary commitment to patient care. Navigating many systems to address service or change requests causes disruption and adds to the already time-consuming documentation and charting processes.
EMR help enables clinicians to create service requests automatically from within the EMR, increasing productivity and reducing unreported issues while auto-routing problems to clinical informatics teams and uplifting clinician experiences. The solution also enhances IT system agility and cuts down complexity by enabling monolithic EMR systems to interact seamlessly with other systems.
EMR help elevates clinician and patient experiences and helps:
- Mitigate clinician burnout by providing a single system of action to report issues
- Expedite issue resolution by routing concerns to the right teams in real-time
- Accelerate time-to-care by addressing issues promptly and effectively
- GenAI case summarization for healthcare cases
Healthcare systems face cumbersome manual tasks, especially for handling complex cases. Patient information scattered across various case records and spanning different time points needs to be collated and interpreted to gather the required insights.
With ServiceNow's GenAI case summarization, health systems can generate a summary of work notes with comprehensive information across the complete lifecycle of the case. Agents can use the on-demand summaries to optimally address case issues with patients and clinicians, reducing turnaround time.
Case summarization can uplifts agent productivity and enables health systems to:
- Reduce time-to-serve through comprehensive summaries of healthcare casework notes
- Boost patient satisfaction with rapid context gathering
- Lower operating costs by synthesizing information from multiple sources
Clinical Device Management
We launched Clinical Device Management in the Vancouver release last year to streamline critical processes around installing, servicing, and maintaining clinical devices. In the Washington release, we further strengthened the product to strengthen processes across the lifecycle of clinical devices.
The key capabilities getting introduced for Washington D.C. are as follows:
- Clinical device onboarding
Setting up new clinical devices can be complicated, potentially resulting in skipped steps or missing information due to the sheer volume and complexity of devices today.
Clinical Device Onboarding provides a step-by-step approach to streamline the onboarding of clinical devices. The guided experience helps track service contracts, warranty information, cost centre assignments, and risk factors, leading to improved data management throughout the clinical device lifecycle.
Health systems can accelerate the time-to-value of clinical devices with workflows to:
- Manage maintenance, service contracts, device risks, and depreciation effectively
- Enable closer tracking by assigning ownership and accounting methods
- Optimize device lifecycle from onboarding to offboarding through a single platform
- Clinical device risk scores
Accurate risk evaluation and scoring are crucial for clinical devices to maintain safety and compliance. Ensuring compliance for the myriad devices in hospitals today can be arduous and demanding, potentially leading to costly lapses.
With clinical device risk scores, health systems can accurately assess risk scores for clinical devices, improving device safety and meeting compliance with regulatory standards from regulatory bodies like JCAHO, CMS, FDA, and TJC, among others. The heatmap provides risk gradients based on clinical device risk values to enable informed decision-making.
Health systems can improve uptime by accurately assessing risk scores and:
- Enhance safety and be compliance ready with comprehensive scoring
- Manage multiple devices with different attributes
- Enable data-driven decisions with a real-time heatmap
- Clinical device move
Handling the logistics of moving clinical devices between locations or stockrooms can be challenging in healthcare settings. However, timely transportation of clinical devices is essential for uninterrupted healthcare services, given their crucial role in patient care, diagnostics, and treatment.
With the clinical device move workflow, health systems can plan and execute moves between local or remote sites and help:
- Initiate move requests from the service catalog easily
- Execute moves between locations with real-time tracking
- Move the right devices to the right location, reducing delays
- Indoor mapping
Locating clinical devices without accurate location data can be difficult and time-consuming, leading to operational inefficiencies, delays in patient care, and challenges in managing inventory.
ServiceNow's interactive indoor map helps quickly and accurately locate clinical devices in a physical space. Clinical device locations are represented as distinct markers and can be filtered to display device types based on specific attributes or categories, helping to ensure prompt access when needed.
With indoor maps, health systems can:
- Detect clinical devices with granular location details through interactive maps
- Manage location space hierarchy across campus, building, floor, and place
- Enhance workflows with a space data model
- Suggested parts for tasks
The need for parts in work orders is critical for maintaining and repairing clinical devices. However, there is a heavy reliance on tribal knowledge to identify the correct parts necessary to fulfill work order tasks. This can lead to overstocking of parts and low first-time fix rates.
Parts suggestions harnesses predictive intelligence based on service history to recommend task parts. By enhancing part assignment accuracy and scheduling resources with the necessary components for a successful initial visit, health systems can help streamline operations and reduce costs.
Health systems can leverage the capability to:
- Provide relevant parts recommendations to work order owners
- Suggest relevant parts from historical data reducing research for work orders
- Enable successful first visit by scheduling resources with the right parts
- Now Assist for field service management
When processing work orders, bio-med technicians require accurate and real-time information to expedite resolution and avoid delays and repeat visits.
Now Assist for field service management improves the bio-med field service technician experience with work order task summarization powered by Gen AI. The functionality uplifts bio-med technicians' efficiency by instantly generating work order summaries at any point in the work order process, reducing manual workload.
With Now Assist helps, bio-med technicians can:
- Simplify task debriefs with automated work order summarization
- Enable easy data entry on mobile devices, elevating user experience
- Leverage task summarization across activity streams, parts, and incidentals, improving process adherence
The Washington D.C. release for Healthcare and Life Sciences empowers health systems with a comprehensive range of products and applications to deliver outstanding patient and care team experiences while improving operational efficiency and protecting investments. To learn more, visit our Healthcare page.
