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Session Code: BRE1062
Presenter(s): Neil, Cecile, Paul
Company(s): Thomas Jefferson University and Jefferson Health, Thomas Jefferson University, Thomas Jefferson University
Abstract:
As demand for improved hospitality in healthcare grows, so grows the need to improve the overall experience for its consumers. People come to healthcare organizations in need of help, but the complex and interwoven nature of healthcare creates consumer journeys filled with gaps, inconsistencies, and barriers. Join this session to see how the Digital Innovation and Consumer Experience (DICE) Group at Jefferson developed solutions using ServiceNow to transform their consumers’ journeys.
The DICE Group’s team works closely with their consumers to understand and address their needs, and continuously validate and test solutions. Leveraging ServiceNow products — and other technologies like BLE and thermal imaging— the team has developed apps that assist with indoor asset tracking, patient call center rapid response deployment, operating room efficiency monitoring, and a student rotation tool, among others. These tools have helped to organize and report on assets, reduce call wait times to as low as 25 seconds, and provide real-time tracking of more than 2,000 students.
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