View patient information

Australia Healthcare and Life Sciences

Release

australia

ft:locale

en-US

ft:publication_title

Australia Healthcare and Life Sciences

ft:clusterId

hcls

bundleId

hcls

workflow

Customer and Industry

Viewing patient information for an enrollment case in Workspace

Release version: Australia

Updated March 12, 2026

2 minutes to read

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Summary of Viewing patient information for an enrollment case in Workspace

ServiceNow Workspace offers a comprehensive 360-degree view of patient information to support enrollment cases efficiently. This feature enables users to access detailed patient data directly within the enrollment case workspace, streamlining case completion. Note that starting with the Yokohama release, Patient Support Services will be deprecated on new instances but remain supported on existing ones.

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The patient information tab is customizable via UI Builder by administrators, but the default view consolidates essential patient details in one place for quick reference and action.

Key Features

Personal details: Displays patient name, date of birth, SSN, contact information, and home address.
Insurance details: Shows member number, effective dates, RxBin, RxGroup, group number, RxPCN, and subscriber name.
Household members: Lists associated household members with clickable names to view relationship details.
Conditions, Medications, Allergies, Immunizations: Each section shows the count and provides clickable links to detailed lists of health conditions, medications, allergies, and vaccines respectively.
Cases and Claims overview: Donut charts display enrollment cases and claims by status, with clickable segments to drill down into specific statuses.
Recent interactions and Appointments: Lists recent patient interactions and scheduled appointments with clickable entries for detailed information.
Enrolled Programs and Prescriptions: Lists programs the patient is enrolled in and prescribed medications, both linking to detailed views.
Record Information panel: A contextual side panel showing patient record overview, case timeline, and remaining SLA time for the enrollment case.

What to Expect

By leveraging this consolidated patient information within Workspace, ServiceNow customers can efficiently manage enrollment cases with complete context about the patient’s health data, insurance, interactions, and case statuses. This integrated view reduces the need to navigate multiple systems, improves accuracy, and accelerates case processing. Administrators can tailor the displayed information using UI Builder to better fit organizational needs.

With the 360-degree view of a patient in Workspace, you can access the patient details anytime for completing enrollment cases.

Important:

Starting with the Yokohama release, Patient Support Services is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.

For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

The Patient information tab in Workspace provides several details about a patient enabling 360-degree view of the patient. The tab is displayed on the Workspace for enrollment cases.

Note:

Your administrator can configure the Workspace to modify the patient information by using UI Builder. This topic discusses the default view for the patient information. For information about UI Builder, see UI Builder.

Table 1. Patient information displayed for an enrollment case
Details	Description
Personal details	Personal details of the patient including the name, date of birth, social security number (SSN), home phone number, email ID, and home address.
Insurance details	Insurance details of the patient including the member number, effective from date, RxBin number, RxGroup number, group number, effective to date, RxPCN number, and subscriber name.
Household members	Members of the household associated with the patient. Click the member name or responsibility to view the household member relationship details with the patient.
Conditions	Number of health conditions observed in the patient. Click the number to view a list of conditions associated with the patient.
Medications	Number of medications taken by the patient. Click the number to view a list of medications associated with the patient.
Allergies	Number of allergies observed in the patient. Click the number to view a list of allergies associated with the patient.
Immunizations	Number of vaccines administered for the patient. Click the number to view a list of immunizations associated with the patient.
Cases overview	Donut chart displaying enrollment cases associated with the patient by status. Click a status slice to view a list of cases in that status.
Claims overview	Donut chart displaying claims associated with the patient by status. Click a status slice to view a list of claims in that status.
Recent interactions	List of interactions that have been created for the patient. Click an interaction number to view more details about the interaction.
Appointments	List of appointments scheduled for the patient. Click an appointment number to view more details about the appointment.
Enrolled Programs	List of programs a patient is enrolled into and the enrollment date. Click a program name to view more details about the program.
Prescriptions	List of medication products prescribed for the patient. Click a medication product to view more details about the product.
Record Information	Contextual side panel used for viewing an overview of a patient record, the case timeline, and the time remaining out of the total SLA time associated with the enrollment case.