Healthcare and Life Sciences

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Healthcare and Life Sciences

    ServiceNow Healthcare and Life Sciences products empower healthcare and life sciences organizations to enhance patient, provider, and staff experiences through digital transformation. Built on one agile, interoperable platform with a unified Healthcare and Life Sciences data model, these solutions enable organizations to streamline core processes, maintain compliance, and rapidly adapt to evolving business and care models with minimal coding.

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    The data model complies with HIPAA and aligns with HL7 standards, including FHIR, ensuring secure and compliant handling of healthcare data.

    Key Features

    • Automated and Intelligent Workflows: Utilize foundational capabilities and AI-powered Service Management applications to support providers, payers, and life sciences organizations. Includes a 360-degree patient view, patient portal, consent management, and pre-configured workflows.
    • Operational Risk Reduction and Digital Engagement: Enable online consent form signing, intelligent service triage across channels (mobile, text, chat, voice), and efficient document management based on business rules and triggers.
    • Enhanced Productivity for Patient and Care Teams: Deliver guided experiences through playbooks, case management, dashboards, and automated processes to improve care team efficiency.
    • Managing Global Healthcare Disruptions: Support large-scale immunization management, including COVID-19 and seasonal influenza vaccines, with sample content and workflows to accelerate vaccine administration.
    • Optimizing Clinician Time: Enable clinicians to submit service requests directly from their EMR systems with automatic routing, tagging, and centralized tracking, reducing administrative overhead and speeding issue resolution.
    • Healthcare Integrations and Interoperability: Facilitate bidirectional integration with EMR and other healthcare systems via Redox FHIR HL7 APIs and the Redox Inbound Integration application, supporting seamless data exchange for scheduling, medication, and patient administration.

    Practical Benefits for ServiceNow Customers

    • Accelerate digital transformation initiatives while maintaining compliance with healthcare regulations.
    • Improve operational efficiency across patient care, documentation, and administrative workflows.
    • Enhance patient and provider engagement through seamless consent management and communication channels.
    • Respond effectively to public health challenges with scalable vaccine and immunization management.
    • Streamline IT service processes and reduce clinician workload with integrated service request management.
    • Achieve interoperability with existing healthcare systems to unify data and workflows on a single platform.

    Getting Started

    ServiceNow customers can explore Healthcare and Life Sciences demos via the Demo Center, collaborate with implementation specialists for streamlined setup, and access comprehensive learning paths and configuration guides. Key products include Clinical Device Management, EMR Help, Healthcare CMMS, Patient Support Services, Pre-Visit Management, Redox Inbound Integration, and Vaccine Administration Management.

    Leverage your digital healthcare platform with the ServiceNow® Healthcare and Life Sciences products and create better end-to-end experiences for patients, providers, and staff.

    Infographic displaying an overview of Healthcare and Life Sciences benefits. For more information on these details, refer to the Discover how... section.

    Discover how digital transformation can redefine healthcare experiences and outcomes without compromising on security or compliance

    Improve experiences for your healthcare or life sciences organization and find efficiencies in your core processes by adding configurable, pre-built Healthcare and Life Sciences workflows on top of your existing systems. Then, build the apps and digital workflows you need to support future business and care models with little coding required. Finally, unite it all on one agile, interoperable platform with a single Healthcare and Life Sciences data model. The Healthcare and Life Sciencesdata model is compliant with the Health Insurance Portability and Accountability Act (HIPAA) and aligned to the Health Level Seven International (HL7) industry standard including the Fast Healthcare Interoperability Resources (FHIR) standard.

    View and download the full infocard for a highlight of Healthcare and Life Sciences features.

    Table 1. Healthcare and Life Sciences features
    Drive digital transformation by using automated and intelligent workflows
    Use foundational capabilities within the Healthcare and Life Sciences Service Management applications built on the ServiceNow AI Platform to extend the existing data model to support providers, payers, and life sciences organizations.
    Reduce operational risks and improve digital engagement
    Efficiently complete documentation for a seamless experience. Create and view consent policies and forms. Send forms to patients, clinicians, or vendors to be signed online. Determine and manage packages of documents based on rules and triggers.
    Improve productivity of patient and care teams
    Provide a guided experience to patient and care teams with playbooks, case management, and automated processes.
    Meet the challenges of global disruption in healthcare
    Manage COVID-19 and seasonal influenza immunization at scale.
    Optimize clinician time in delivering patient care
    Create better outcomes for patients by effectively connecting and managing your organization’s patient and care teams, workflows, and electronic medical record (EMR) system.
    Enable healthcare Integrations and Interoperability
    Leverage API integrations enabled with Redox FHIR HL7 to integrate and interoperate with EMR systems or any other healthcare systems. ​

    Drive digital transformation by using automated and intelligent workflows

    Infographic displaying overview of Healthcare and Life Sciences Service Management. For the image description, refer to the text that follows.

    Enable your organization to deliver healthier outcomes with a single platform. Use foundational capabilities within the Healthcare and Life Sciences Service Management applications built on the ServiceNow AI Platform including an HL7 FHIR data model, consent management, patient 360-degree view, patient portal, and pre-configured workflows. The platform also includes App Engine that allows organizations to expand on existing workflows or create new workflows to meet the unique needs of their organization.

    Reduce operational risks and improve digital engagement

    Infographic displaying a sample electronic HIPAA compliance patient consent form, which users can interact with and sign digitally.

    Enable patients to sign consent forms online. Provide intelligent service triage across various platforms and channels including mobile, text, chat, and voice. Move work and information to impacted teams for better speed, visibility, and prioritization.

    Improve productivity of patient and care teams

    Infographic displaying a sample playbook showcasing enrollment for a Patient Support Services program including a checklist for patients to ensure they meet drug assistance program criteria.

    Enable healthcare service teams to streamline workflows with playbooks, automated tasks, dashboards, and case management.

    Meet the challenges of global disruption in healthcare

    Infographic displaying the Vaccine Administration Management patient portal where users can manage their vaccine appointment details. For more details on this application, refer to the text that follows.

    Enable organizations to manage vaccines from the factory to the front line with speed, scale, and flexibility. Accelerate the immunization process by delivering sample content and workflows to manage vaccinations. Healthcare and Life Sciences products provide workflows for users, healthcare providers, and clinicians to manage vaccinations for infectious diseases including COVID-19

    Optimize clinician time in delivering patient care

    Infographic displaying the EMR system to optimize the clinicians time in delivering patient care. For the image description, refer to the text that follows.

    Enable clinicians to make service requests directly from their EMR system with the click of a button. Requests are routed automatically and tagged so that clinicians can easily track their progress. This automatic routing enables the healthcare IT teams to resolve issues more quickly. Everyone involved can see the status of requests at a single location, eliminating the need for back-and-forth communication of email messages or calls.

    Enable healthcare Integrations and Interoperability

    Infographic displaying integration between an EMR system and ServiceNow instance integration using Redox.

    Enable bidirectional integrations between multiple healthcare systems to improve care capacity. Healthcare data from external healthcare systems are received and updated into a ServiceNow instance with the use of the Redox Inbound Integration application. The application easily integrates scheduling, medication, and patient administration information without depending on how individual healthcare systems store and transmit healthcare data.

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