Viewing patient information for a procedure request in Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Viewing patient information for a procedure request in Workspace

    ServiceNow Workspace provides a 360-degree view of patient information to support procedure request cases efficiently. This functionality allows agents to access comprehensive patient details directly within the Workspace, streamlining case completion. Starting with the Yokohama release, Pre-Visit Management is being prepared for deprecation and will no longer be activated on new instances, though existing support continues.

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    Key Features

    • Patient Information Tab: Displays essential patient details in the Workspace tailored for procedure request cases. Administrators can customize this view using UI Builder.
    • Personal Details: Includes patient name, date of birth, SSN, home phone, email, and address.
    • Insurance Details: Shows member number, effective dates, RxBin, RxGroup, group numbers, RxPCN, and subscriber name.
    • Household Members: Lists household members linked to the patient with clickable names to explore relationships.
    • Health Information: Counts and links to detailed lists of patient conditions, medications, allergies, and immunizations.
    • Cases and Claims Overview: Donut charts visualize procedure request cases and claims by status, enabling quick filtering by status.
    • Interactions and Appointments: Displays recent patient interactions and scheduled appointments with links for detailed views.
    • Contextual Side Panels:
      • Record Information: Overview of patient record, case timeline, and related SLAs.
      • Agent Assist: Search panel for cases, defaulting to procedure request cases.

    Practical Benefits for ServiceNow Customers

    By leveraging this integrated patient view, healthcare agents can access all critical patient data in one place, improving case handling speed and accuracy. The visual summaries via charts and linked lists facilitate quick navigation through patient records, enhancing decision-making and service quality. Customization via UI Builder allows tailoring the patient information display to specific organizational needs, making the solution adaptable and scalable.

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

    Important:

    Starting with the Yokohama release, Pre-Visit Management 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 procedure request 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.
    Figure 1. Patient information
    Workspace view of the patient information tab displaying various attributes. For the text description, refer to the Patient information displayed for a procedure request case section.
    Table 1. Patient information displayed for a procedure request 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 procedure request 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.

    Record Information

    Contextual side panel used for viewing an overview of a patient record, the case timeline, and any SLA associated with the case.

    Agent assist

    Contextual side panel used for searching for cases. By default, the available search sources include procedure request cases.