Empowering Frontline Care: Automation Improves Patient Focus with ServiceNow
Executive Summary
A four-state integrated healthcare network in the Southeast United States recognized that time spent on administrative overhead detracts from patient care. The organization aimed to empower its frontline workers by streamlining processes and eliminating redundant tasks, consequently, improving patient care.
THE CHALLENGE: Operational and IT Challenges Impacted Frontline Efficiency and Used to Take Away IT Staff’s Bandwidth
The network faced several key challenges in achieving its goal of maximizing frontline sta time. These included:
- Inefficient workflows: Employees struggled with the need to constantly switch between disparate applications, lacking a unified platform for everyday tasks.
- Delayed issue resolution: The process for resolving IT-related issues was cumbersome, with employees facing queues and delays while waiting for their requests to be manually assigned to the appropriate team.
- Overburdened IT team: The manual workload on the IT department was significant, hindering their ability to focus on more strategic initiatives.
THE SOLUTION: Seamless, Intelligent Workflows Achieved Through ServiceNow Implementation
The client significantly streamlined their IT operations by automating the ticketing process, enhancing self-service capabilities, and simplifying resolution workflows.
- The client initially implemented ServiceNow to automate their IT ticketing system. They further enhanced this by integrating ServiceNow® Predictive Intelligence, which introduced machine learning to automatically categorize, assign, and prioritize tickets.
- Leveraging the Now Platform’s intelligence capabilities, the solution delivered actionable insights and automation, resulting in more seamless and intelligent workflows by proactively identifying trends and forecasting outcomes.
THE RESULT: ServiceNow Implementation Delivers Reduced Workload and Empowered Staff
The positive impact was evident across departments. The IT team gained capacity to focus on strategic projects due to a substantial decrease in support requests, while improved ticket routing accuracy empowered front-line sta to dedicate more aention to patient care.
- 28% of hours of redundant support work were eliminated per week.
- 50% reduction in workload through self-service.
- 30% fewer ticket reassignments.
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