Exploring Care Team Operations for Facilities
Summarize
Summary of Exploring Care Team Operations for Facilities
The Care Team Operations for Facilities application streamlines the reporting and resolution of facilities-related maintenance and repair issues within healthcare environments, particularly hospitals. Care team members use the Care Team Portal to report facility problems, which automatically generate work orders for the facilities department. Facilities support agents then manage and resolve these cases through the Service Operations workspace.
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This application requires the Healthcare Operations Core and Care Team Portal plugins to function and supports extension of the Healthcare Facilities case type for custom request needs.
Key Users
- Nurse assistants: Provide basic patient care and assist nursing staff.
- Registered nurses: Coordinate patient care and collaborate on treatment plans.
- Unit managers: Oversee unit operations and staff management.
- Unit secretaries: Offer administrative support and maintain communication channels.
- Facilities support agents: Handle service requests, manage cases, and fulfill facilities work orders.
- Facilities agent managers: Supervise facilities agents and ensure timely fulfillment of requests.
Workflow
The process begins with an administrator configuring the application. Care team members identify and report facility issues via the Care Team Portal. Facilities support agents receive these reports as cases or work orders and utilize the Customer Service Management (CSM) or Field Service Management (FSM) Configurable Workspace to resolve them effectively.
Benefits
- Automation: Automates the creation and fulfillment of facility support requests, reducing manual effort.
- Visibility: Administrators gain comprehensive oversight of all Facilities service requests generated by care teams.
- Efficiency: Facilities agents use dedicated workspaces to efficiently manage and fulfill service requests.
Next Steps
ServiceNow customers looking to implement or optimize Care Team Operations for Facilities should explore configuration guidance, how to create service requests, and best practices for fulfilling these requests to maximize operational efficiency.
Use the Care Team Operations for Facilities application to resolve facilities issues related to maintenance or repair cases quickly and efficiently.
Care Team Operations for Facilities overview
Care Team Operations for Facilities contains the case types to report and fulfill facilities support issues in hospitals.
Care Team Operations for Facilities provides care teams with a streamlined platform to report issues to the facilities department for support. Using the Care Team Portal, care team members can raise an issue with the Facilities case type. A work order is then automatically created from this case. Support agents in the Facilities department then manage using the Service Operations workspace as they fix the issue.
A range of service requests come preconfigured for use with Care Team Operations for Facilities. The Healthcare Facilities case [sn_cto_facilities_case] type can also be extended to create custom request types.
Care Team Operations for Facilities users
| User | Description |
|---|---|
| Nurse assistant | Nurse assistants provide basic care to patients in healthcare facilities, assisting with daily living, monitoring patient health, and providing vital support to nurses and medical staff. |
| Registered Nurse | Registered nurses are responsible for providing and coordinating patient care, administering medications and treatments, and collaborating with other healthcare professionals to develop and implement care plans. |
| Unit Manager | Unit Managers oversee the operations of a specific unit within a healthcare facility, supervise staff, manage resources, and confirm the delivery of high-quality patient care. |
| Unit Secretary | Unit secretaries provide administrative support to nursing units and facilitate communication between staff, patients, and families while maintaining patient records. |
| Facilities Support Agent | Facilities support agents create, view, edit, and fulfill service requests created by the care team on behalf of the hospital's facilities support department. |
| Facilities Agent Manager | Facilities agent managers oversee the facilities support department agents and confirm that requests are fulfilled in an effective and timely manner. |
Care Team Operations for Facilities workflow
- An administrator configures the Care Team Operations for Facilities application.
- A care team member detects a facilities issue and reports it using the Care Team Portal.
- A facilities support agent receives the request as a case or work order and fulfills it using CSM/FSM Configurable Workspace.
Care Team Operations for Facilities benefits
| Benefit | Feature | Users |
|---|---|---|
| Automate healthcare operations by enabling facilities support request creation and fulfillment. | Healthcare Facilities case overview | Admin |
| Create support requests and receive visibility to all Facilities service requests created by your teams. | Creating service requests in Care Team Operations for Facilities | Nurse, Nurse assistant, Unit secretary |
| Use CSM/FSM Configurable Workspace to fulfill facilities service requests. | Fulfilling service requests in Care Team Operations for Facilities | Facilities support agent |