How to Use ServiceNow Tools to Encourage Digital Change for Healthcare Organizations

To focus on that type of work, healthcare organizations can use ServiceNow to simplify and optimize IT operations by integrating key operational functions into one platform. The platform enables not only the standardization of processes but also the ability to share data in support of shared applications.

It empowers health IT teams to work in a service-focused manner, not functioning as a cost center but as an essential element in delivering modern, mobile-friendly services that clinicians and patients can access at any time. ServiceNow’s tools allow health IT teams to operate more like a business than a technology provider, able to predict demand and focus on delivering key services.

“If you don’t think about services and products, and you don’t talk about services and products, and you can’t say what services and products you support in IT, you won’t be able to have those talk about digital transformation, because that’s where the change takes place, ”Landowski said.

How Health Organizations Rely on Service Today

A wide range of healthcare organizations have turned to ServiceNow to improve clinician efficiency and patient engagement.

For example, Miami -based hospice provider VITAS Healthcare has expanded its ServiceNow footprint over time, after turning to the platform a few years ago for one purpose: to manage the mobile devices it provides to its staff in 14 states. The move saves $ 70,000 in a month’s worth of phone costs alone. This was so successful that VITAS began using ServiceNow to allow staff to be able to onboard new patients using Apple iPhones.

In 2020, Phoenix-based HonorHealth turned to ServiceNow to deploy a simple chatbot that could handle the proliferation of pandemic-related queries that threatened to overwhelm nurse call lines. Visitors to the healthcare organization’s website can use the COVID-19 symptom checker or chat live with a nurse.

Most organizations have shared networks and infrastructure capabilities but lack services with clear value, Landowski said. Often, IT teams deploy shared capabilities but are not engaged in the business or mission areas of organizations.

“Good organizations, and organizations with a modern operational environment, have services that provide value back to the business,” he said. “They understand what it is and what they get, and they pay based on what they consume.”

NEXT: Learn how ServiceNow supports digital healthcare changes.

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