OrbitaASSIST and ServiceNow mobile app improves nurses’ workplace experiences and enables them to respond faster to patient requests
Time is of the essence in healthcare. Prompt, decisive interventions can improve treatment outcomes and save lives. However, hospitals are under increasing pressure to reduce costs while maintaining the quality of care and the patient experience.
Fortunately, new technologies, including mobile and voice apps, are enabling hospitals—and the broader healthcare system—to meet this challenge.
A team in Sydney, Australia recently identified an opportunity to use AI, automation and mobility to enable nurses to respond to, prioritise, and escalate patient requests faster—providing a higher quality experience for patients, nurses, and other healthcare professionals.
“We initially met with an Australian hospital chief executive with whom we had a good relationship to see if there was a problem that needed to be solved,” says Nick White, Principal and Co-Creator, OrbitaASSIST and Executive Vice President, Patient Care Solutions at Orbita. “The chief executive brought 20 nurses in and we workshopped and matured the idea.”
A smart solution
Based on input and the expertise of the team came OrbitaASSIST—a solution that combined smart speakers, such as Amazon Echo, to enable patients to state requests verbally rather than press call buttons; task creation and automation through ServiceNow; and workflow automation through mobile updates delivered to shared smartphones used by nurses in hospitals. The app is custom-built on ServiceNow, with custom tables, logic, and workflow all created on the Now Platform.
The team dedicated one lead mobile developer to the solution and partnered with the ServiceNow mobile product management team to undertake builds and add new features. The organisation then completed extensive internal testing.
“The solution enables nurses to acknowledge to patients they have heard their requests and are on the way to help,” says Nick. “Nurses also know exactly what a patient is asking for and can respond appropriately.”
OrbitaASSIST, built on ServiceNow, also gave nurses and shift supervisors the ability to route or escalate tasks to more appropriate hospital professionals—a key benefit for nurses operating at the highest levels of training and qualification, known as ‘top of license’.
Feedback from patients and nurses in hospitals that piloted OrbitaASSIST was overwhelmingly positive, with every surveyed patient saying if they returned to the hospital, they would love to have the solution in their room.
Furthermore, because nurses arrive at hospital bedsides with full knowledge of patient requests, they have the right equipment and knowledge to address the issue. In fact, 87% of nurses felt more confident in their ability to appropriately respond to patient requests.
The ServiceNow-powered mobility component of the solution has helped reduce nurses’ average time to respond to patient requests from 11 minutes to three minutes—with far-reaching positive implications for both.