After Dr. James Whitfill joined HonorHealth in the new position of Chief Transformation Officer in January 2019, he has a guiding principle: “Find ways to make our customers better utilize digital technology.”
About a year later, the arrival of COVID-19 will initiate this goal.
Whitfill recalled: “Almost overnight, our nurse call line was completely overwhelmed by incoming phone calls, and it was unable to attract enough people.” Whitfill’s team provided a solution to the Phoenix area organization: digital workflow Platform ServiceNow.
“My team said,’We know exactly what we need.'”
In the months before the pandemic, Whitfill and his colleagues worked with leaders from six HonorHealth hospitals to explore how technologies such as chatbots and asynchronous symptom checkers could digitally transform the nursing experience.
For many years, the organization has mainly relied on IT departments to use ServiceNow (a cloud-based platform-as-a-service tool designed to automate internal services).
How to use the platform to fight COVID-19? “We think it is very appropriate; this situation may indeed make a difference,” Whitfield said.
His team was approved and programmed a simple chatbot to handle a large number of COVID-19 related queries within four days.
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