Viewing patient information for a procedure request in Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Viewing patient information for a procedure request in Workspace

    ServiceNow's Workspace provides a comprehensive 360-degree view of patient information to support the efficient completion of procedure request cases. This view consolidates key patient details into a single interface accessible within the Workspace, helping healthcare staff quickly review and manage patient data relevant to procedure requests.

    Show full answer Show less

    Important Note: Starting with the Yokohama release, Pre-Visit Management is being phased out and hidden on new instances, though it remains supported on existing ones.

    Key Features

    • Personal Details: Displays essential patient information such as name, date of birth, social security number, contact information, and home address.
    • Insurance Details: Shows insurance-related data including member number, effective dates, RxBin, RxGroup, RxPCN numbers, group number, and subscriber name.
    • Household Members: Lists household members linked to the patient, with clickable names or responsibilities to view relationship details.
    • Clinical Information: Provides counts and clickable lists of patient health conditions, medications, allergies, and immunizations.
    • Cases and Claims Overview: Visual donut charts depict the status distribution of procedure request cases and claims, allowing users to click on chart segments to see detailed lists.
    • Recent Interactions and Appointments: Displays recent patient interactions and scheduled appointments, with clickable entries for further details.
    • Contextual Side Panels: Includes Record Information panel for patient record overview, case timeline, and SLAs, plus an Agent Assist panel for searching cases, primarily procedure request cases by default.

    Practical Application for ServiceNow Customers

    This consolidated patient information view in Workspace enables healthcare teams to access comprehensive and contextual patient data swiftly during procedure request processing. It enhances case management efficiency by centralizing clinical, insurance, and administrative details with intuitive navigation and visual summaries.

    Administrators can customize the patient information tab using UI Builder to tailor the view to organizational needs, ensuring relevant data is prioritized and workflows are optimized.

    With the 360-degree view of a patient in Workspace, you can access the patient details anytime for completing procedure request cases.

    Important:

    Starting with the Yokohama release, Pre-Visit Management is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.

    For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

    The Patient information tab in Workspace provides several details about a patient enabling 360-degree view of the patient. The tab is displayed on the Workspace for procedure request cases.
    Note:
    Your administrator can configure the Workspace to modify the patient information by using UI Builder. This topic discusses the default view for the patient information. For information about UI Builder, see UI Builder.
    Table 1. Patient information displayed for a procedure request case
    Details Description

    Personal details

    Personal details of the patient including the name, date of birth, social security number (SSN), home phone number, email ID, and home address.

    Insurance details

    Insurance details of the patient including the member number, effective from date, RxBin number, RxGroup number, group number, effective to date, RxPCN number, and subscriber name.

    Household members

    Members of the household associated with the patient.

    Click the member name or responsibility to view the household member relationship details with the patient.

    Conditions

    Number of health conditions observed in the patient.

    Click the number to view a list of conditions associated with the patient.

    Medications

    Number of medications taken by the patient.

    Click the number to view a list of medications associated with the patient.

    Allergies

    Number of allergies observed in the patient.

    Click the number to view a list of allergies associated with the patient.

    Immunizations

    Number of vaccines administered for the patient.

    Click the number to view a list of immunizations associated with the patient.

    Cases overview

    Donut chart displaying procedure request cases associated with the patient by status.

    Click a status slice to view a list of cases in that status.

    Claims overview

    Donut chart displaying claims associated with the patient by status.

    Click a status slice to view a list of claims in that status.

    Recent interactions

    		 List of interactions that have been created for the patient.

    Click an interaction number to view more details about the interaction.

    Appointments

    List of appointments scheduled for the patient.

    Click an appointment number to view more details about the appointment.

    Record Information

    Contextual side panel used for viewing an overview of a patient record, the case timeline, and any SLA associated with the case.

    Agent assist

    Contextual side panel used for searching for cases. By default, the available search sources include procedure request cases.