Novant Health knocks down barriers to delivering better care
In a large healthcare enterprise, doctors and nurses can
quickly become bogged down by mundane internal processes.
For the team members at Novant Health, service tickets submitted to
the wrong department had to be manually rerouted, adding to response
time. Service desk requests led to callbacks that clinicians couldn’t
take because they were with patients, and ordering supplies and new
equipment was a lengthy, multi-step process that ate up clinician and
support staff time.
All of that made it more difficult for those clinicians to do their
job: saving people’s lives.
Novant Health’s Digital Products and Services (DPS) department
needed to find new technologies to break down the internal silos that
created those bloated processes. They needed technology that allowed
clinicians to spend more time with patients not on processes, and
allowed Novant Health to better serve its vision of delivering the
most remarkable patient experience in every dimension, every time.
“Improving workflow and providing a unified internal service
experience across all corporate areas would be a big help for our
clinicians and other staff because then they could focus on what
really matters: the patient,” says Chuck Huntley, Director of DPS
Service Delivery, Novant Health.
With ServiceNow, Novant Health creates transparency, fosters
collaboration, and strengthens service
Improving internal customer service and support started with
investing in ServiceNow to create the system-wide transparency
necessary to eliminate silos. Using the Now Platform, the DPS team
created a single system for tracking incidents, requests, number of
products, and investments.
“We get more granular about how investments are happening and can
evaluate where resources are allocated and where we need to invest to
improve service,” Chuck says.
ServiceNow handles demand management so internal support can free
up clinicians to focus on patients
Novant Health rolled out ServiceNow for the DPS teams and then
expanded its use across the enterprise. The adoption of the system has
been enthusiastic. HR has seen immediate benefits on staffing demands,
supply chain management has been streamlined, software management
simplified, and security made stronger.
Support team members can now track, act on, or reassign all their
tasks from a single screen. “Service tickets can be seamlessly moved
from one department to another. Information is now shared between
departments, and people can think about things differently, work
together to better to solve problems, and simplify processes,” Chuck says.
That visibility and collaboration leads to faster delivery times,
cooperation, and better decision-making among management and
clinicians, and that ultimately results in better patient care.
Online portals allow Novant Health to better manage its business
and retain more employees
Online portals, such as HR Connect and a self-service portal,
shortcut the process of requesting service or filing paperwork. That
shortcut results in improved employee retention during a time of shortages.
The self-service portal also helps DPS. “The artificial intelligence
built into the portal handles much of the triaging, reducing the
workload by about 35%,” Chuck says.
But as the enterprise continues to grow, maintaining all those
portals could be cumbersome. Using the Now Platform, Chuck’s team
created a home page that unites the service areas in a single “DPS for
Me” portal that’s much easier to maintain.
Inspired by ServiceNow, Novant Health continues to improve
processes and patient care
This improved customer service has, as hoped, led to improved
patient care.
