Exploring Care Team Work Management
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Summary of Exploring Care Team Work Management
Care Team Work Management in the Australia release offers hospitals a structured approach to designing, coordinating, and executing operational work across care teams. It standardizes the definition, assignment, and completion of work, reducing administrative overhead, increasing clinician time for patient care, and enhancing operational reliability and regulatory readiness.
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Task plans are central to this approach. They define standardized steps for one-time or recurring operational activities that may involve multiple departments or locations. By authoring a task plan once, operational leaders ensure consistent workflow execution across units. Examples include daily readiness checks, infection control reviews, or multi-unit audits.
The Operational Rounding Playbook facilitates building structured rounding task plans with required fields, checklists, and defined clinical or operational standards. These plans can be customized per unit but remain part of a broader multi-unit workflow. The playbook supports scheduling, automates work creation across units, and enables evidence capture, exception reporting, and progress tracking within the Healthcare Workspace.
Care Team Work Management Users
- Care Team Agent: Creates requests and completes assigned tasks.
- Care Team Agent Manager: Creates requests, fulfills tasks, creates work plans, and tracks completion.
- Operational Leader: Creates multi-unit task plans and oversees operational execution.
Workflow
The workflow begins with an administrator configuring the application. An operational leader then creates a task plan comprising orchestration cases and care team cases/tasks for selected units. Units receive care team cases assigned to unit managers, who delegate tasks to care team members for fulfillment. The operational leader monitors progress and confirms completion by closing the orchestration case.
Benefits
- Standardization and Automation: Operational leaders can create standardized care team task plans using the Operational Rounding Playbook, streamlining routine operational tasks.
- Improved Visibility: Operational leaders and care team agent managers can track task plan progress and operational performance at the unit level.
- Task Fulfillment: Care team agents and managers efficiently fulfill cases and tasks generated from task plans.
Next Steps
ServiceNow customers can further enhance their use of Care Team Work Management by exploring detailed configuration and usage guides, including:
- Configuring Care Team Work Management
- Creating care team task plans with the Operational Rounding Playbook
- Tracking care team task plans
- Fulfilling care team task plans
Care Team Work Management provides a structured way for hospitals to design, coordinate, and execute operational work across care teams. By standardizing how work is defined, assigned, and completed, it reduces administrative overhead, gives clinicians more time for patient care, and improves operational reliability and regulatory readiness.
Care Team Work Management overview
Task plans define the standardized steps care teams must complete for one-time or recurring operational activities that can span multiple departments or locations.
By authoring a task plan once, operational leaders ensure that each unit executes the same workflow consistently. Some examples of potential task plans include a daily readiness check, an infection control review, or a multi‑unit audit.
Use the Operational Rounding Playbook to build structured rounding task plans that include required fields, checklists, and defined clinical or operational standards. These task plans can be tailored to individual units while remaining part of a broader multi-unit workflow. They support built-in scheduling for both one-time and recurring rounding activities.
The playbook automates the creation of all related work across units and organizations while supporting evidence capture, exception reporting, and progress tracking directly in the Healthcare Workspace.
Care Team Work Management users
| User | Description |
|---|---|
| Care Team Agent | Care Team Agents use Care Team Work Management to create requests and fulfill tasks assigned to them. |
| Care Team Agent Manager | Care Team Agent Managers use Care Team Work Management to create requests and fulfill tasks assigned to them. They can also create work plans and track completion status. |
| Operational Leader | Operational leaders use Care Team Work Management to create multi‑unit task plans and oversee operational execution. |
Care Team Work Management workflow
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An administrator configures the Care Team Work Management application.
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An operational leader creates a task plan composed of orchestration cases and tasks and care team cases and tasks for select units.
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Units receive a care team case and assign it to a unit manager.
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The unit manager assigns care team tasks from that case to members of their care team for fulfillment.
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The operational leader tracks progress and confirms completion by completing the orchestration case.
Care Team Work Management benefits
| Benefit | Feature | Users |
|---|---|---|
| Standardize and automate routine operational tasks. | Create a care team task plan using the Operational rounding playbook | Operational Leader |
| Improve visibility into operational performance at a unit level. | Track care team task plans | Operational Leader, Care Team Agent Manager |
| Fulfill cases and task created from task plans. | Fulfilling care team task plans | Care Team Agent, Care Team Agent Manager, Support Agents |