Exploring EMR Help

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Exploring EMR Help

    EMR Help streamlines clinician workflows by enabling them to submit service requests directly from an external Electronic Medical Records (EMR) system into a ServiceNow instance. This integration reduces the time clinicians spend reporting issues outside their primary workflow, allowing them to focus more on patient care. When a clinician encounters an IT or healthcare-related issue within the EMR system, they can create a service request that automatically includes relevant patient record details, facilitating faster resolution by healthcare agents through ServiceNow.

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    The application links the EMR system with ServiceNow, creating corresponding service records for each clinician request. Healthcare agents can then manage and resolve these requests efficiently within ServiceNow. Note that healthcare case requests require custom healthcare case types to be configured before use.

    EMR Help Workflow

    • An administrator configures EMR Help to handle various clinician issue types.
    • A clinician raises a service request within the EMR system using the EMR Help portal.
    • A hospital desk service agent receives and resolves the request through ServiceNow.

    Key Features and Benefits

    • Clinician Efficiency: Submit requests directly from the EMR system without disrupting clinical workflows.
    • Service Desk Visibility: Track and manage task-based records such as cases, incidents, or work orders effectively.
    • Security: Supports encryption to protect sensitive information within requests.
    • Automatic Information Transmission: Instance details are sent automatically to service desk agents for prompt handling.

    Next Steps for Customers

    To implement and maximize EMR Help, customers should focus on:

    • Configuring the EMR Help application within their ServiceNow instance.
    • Enabling clinicians to create requests directly from their EMR systems.
    • Training service desk agents on how to resolve EMR Help requests efficiently.

    Learn more about the available features offered by EMR Help to help create a seamless experience for your clinicians to raise requests from an external EMR system.

    EMR Help overview

    Optimize clinician time in delivering patient care by automating and routing EMR service requests from clinicians to the right teams. If an issue-reporting capability is not available within an EMR system, clinicians might not have time to report the issue, which results in unreported issues or delayed resolutions. Having to access a separate issue-reporting process takes clinician time away from patients and interrupts routine workflows.

    For example, a clinician might encounter an IT or healthcare-related issue while viewing a patient record. With EMR Help, the clinician can request service directly within the EMR system, which automatically creates a service request in a ServiceNow instance. Necessary details such as patient record are added automatically and the service agent can quickly and effectively solve the issues detected by the clinician.

    The EMR Help application integrates an EMR system with your ServiceNow instance to enable clinicians to submit service requests from within the EMR system. An equivalent record is created in your ServiceNow instance for each service request. A healthcare agent can then look into and resolve such records from your ServiceNow instance.

    Note:
    The healthcare case request capability can only be fulfilled for custom healthcare case types. To fulfill healthcare cases, you must first create your own custom healthcare case type. For more information on this, see Configure healthcare case types for EMR Help.

    EMR Help workflow

    Workflow of the EMR Help application.

    In the EMR Help workflow:
    1. An administrator configures the EMR Help application to address different types of clinician issues submitted from an EMR system.
    2. A clinician detects an issue and creates a service request from directly within the EMR system using the EMR Help portal.
    3. A hospital desk service agent receives the request and fixes the issue using a ServiceNow instance.

    EMR Help benefits

    EMR Help provides the following benefits:

    Table 1. EMR Help Benefits

    Benefit

    Feature

    Users

    Save time by submitting requests to your ServiceNow instance directly from an EMR system.

    Creating requests within your EMR

    Clinician

    Enjoy improved visibility by tracking task-based records such as cases, incidents, or work orders.

    EMR Help data model

    Service Desk Agent

    Provide encryption support to secure sensitive information.

    Encryption options in EMR Help

    Administrator

    Automatically transmit instance information to hospital service desk agents.

    Resolving EMR Help requests

    Service Desk Agent

    What to explore next

    To learn more about configuring and using EMR Help, see: