Components installed with Patient Support Services

Xanadu Healthcare and Life Sciences

Release

xanadu

ft:locale

en-US

ft:publication_title

Xanadu Healthcare and Life Sciences

ft:clusterId

hcls

bundleId

hcls

workflow

Customer and Industry

Components installed with Patient Support Services

Release version: Xanadu

Updated August 1, 2024

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Summary of Components installed with Patient Support Services

The Patient Support Services application installs multiple components essential for managing patient enrollment and care coordination efficiently within ServiceNow. These components include specialized tables, user roles, integrated ServiceNow Store applications, and automated business rules that streamline workflows and data management.

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Roles Installed

Various roles are installed to define user permissions and responsibilities in the Patient Support Services application. These roles enable users to administer the application, view and fulfill enrollment cases, manage training requests, create cases, and perform specific tasks related to patient services. Roles such as snpatientservice.admin, snpatientservice.agent, snpatientservice.nurseeducator, and several others ensure that users have tailored access based on their function, supporting secure and efficient operations.

Tables Installed

The application extends and creates several key tables to store and manage patient support data:

Enrollment case [snpatientserviceenrollcase]: Stores enrollment cases with mandatory patient information.
Patient service task [snpatientservicetask]: Base table extended by program-related tasks and items.
Patient service training [snpatientservicetrainingtask]: Contains training task details linked to program tasks.
Program service item [snpatientserviceprogramserviceitem] and Program Task [snpatientserviceprogramtask]: Manage program service items and tasks fulfilling patient requests.

ServiceNow Store Applications Installed

The Patient Support Services application includes the Healthcare and Life Sciences Service Management Core (snhcls), which provides foundational digital health capabilities such as a comprehensive patient 360-degree view, consent management, and digital documentation. This integration enhances healthcare service delivery within ServiceNow.

Business Rules Installed

Several business rules automate critical processes to improve efficiency and accuracy:

Trigger patient satisfaction surveys upon case closure.
Disable playbook activities when cases become inactive or closed.
Automatically update appointment states based on training task status.
Populate patient, practitioner, and insurance details on related forms after case creation.
Automatically cancel or update states of child tasks and program service items based on enrollment case status changes.
Set descriptive short descriptions and manage enrollment case state transitions when assigned to care coordinators.

Practical Benefits for ServiceNow Customers

By installing the Patient Support Services application, customers gain a structured and automated environment to manage patient enrollment and care coordination efficiently. The roles ensure proper access control, the tables provide a robust data model tailored to patient support workflows, and the business rules automate routine updates and state transitions, reducing manual effort and improving data consistency. Integration with the Healthcare and Life Sciences Core application further enhances healthcare-specific capabilities, enabling a comprehensive digital patient support experience within ServiceNow.

Several types of components are installed with installation of the Patient Support Services application, including tables, user roles, ServiceNow Store applications, and business rules.

Note:

The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Demo data is available for this feature.

Roles installed

Table 1. Roles installed in Patient Support Services
Role	Description	Contains roles
sn_patientservice.admin	Administers who can access the Patient Support Services application.	sn_patientservice.agent
sn_patientservice.agent	Views and fulfills enrollment cases as a care coordinator.	sn_hcls.healthcare_agent
sn_patientservice.nurse_educator	Manages training requests for a Patient Support Services as a nurse educator. Note: By default, the sn_patientservice.nurse_educator role is assigned to the members of the Nurse Training Support assignment group.	sn_hcls.practitioner
sn_patientservice.case_creator	Creates enrollment cases for all associated objects.	sn_patientservice.case_viewer
sn_patientservice.agent_connector	Views, creates, and updates enrollment cases for all associated objects. You can combine this role with other roles for a user with the agent connector profile. For more information, see Determining additional user profiles in Patient Support Services.	sn_hcls.healthcare_agent sn_patientservice.sm_agent
sn_patientservice.case_task_viewer	Views all tasks associated with an enrollment case that the user has access to.	None
sn_patientservice.case_viewer	Views all enrollment cases available in the application.	None
sn_patientservice.contributor	Creates enrollment cases for patients. You can combine this role with other roles for a user with the contributor profile. For more information, see Determining additional user profiles in Patient Support Services.	sn_hcls.clinical_data_viewer sn_hcls.foundation_data_viewer sn_patientservice.case_task_viewer sn_hcls.patient_data_viewer sn_hcls.practitioner_data_viewer sn_hcls.health_insurance_data_viewer sn_patientservice.case_viewer sn_hcls.revenue_cycle_data_viewer sn_patientservice.case_creator
sn_patientservice.sm_agent	Accesses and views all data related to enrollment requests as a care coordinator.	sn_patientservice.case_creator

Tables installed

Table 2. Patient Support Services application tables
Table	Description
Enrollment case [sn_patientservice_enroll_case]	Stores the enrollment cases. The Patient field is mandatory for an enrollment case.
Patient service task [sn_patientservice_task]	Base task table from which Program Task [sn_patientservice_program_task] and Program service item [sn_patientservice_program_service_item] tables are extended. Extends the Healthcare Task [sn_hcls_task] table.
Patient service training [sn_patientservice_training_task]	Stores the details of the training tasks associated with a program task.
Program service item [sn_patientservice_program_service_item]	Stores the details of the program service item tasks associated with a program service.
Program Task [sn_patientservice_program_task]	Stores the details of the program tasks created to fulfill services requested by a patient.

ServiceNow Store applications installed

Table 3. ServiceNow Store application installed in Patient Support Services
Application	Description
Healthcare and Life Sciences Service Management Core (sn_hcls)	Provides a data model and critical digital health capabilities including patient 360-degree view, consent management, and digital documentation to better address healthcare services.

Business rules installed

Table 4. Business rules installed in Patient Support Services
Business rule	Table	Rule criteria	Description
Auto assessment business rule	Enrollment case [sn_patientservice_enroll_case]	After insert	Triggers a patient satisfaction survey when an enrollment case is set to Closed complete.
Cancel playbook on case inactive	Enrollment case [sn_patientservice_enroll_case]	After update	Disables the activities in a playbook when the associated enrollment case state is set to Closed complete, Closed incomplete, or Canceled.
Change Appointment state	Patient service training [sn_patientservice_training_task]	After update	Sets an appointment state to Fulfilled or Canceled when the associated conduct training task state is set to Completed or Canceled, respectively.
Populate patient and insurance	Pre-authorization request [sn_hcls_pre_auth_header]	After insert	Populates patient, practitioner, and insurance details on the Pre-authorization details form based on the name of a patient entered in an enrollment case.
Populate patient and prescriber	Medication Prescription [sn_hcls_medication_prescription]	After insert	Populates patient and practitioner details on the Medication Prescription form based on the name of a patient entered in an enrollment case.
Set Child items to Cancelled	Enrollment case [sn_patientservice_enroll_case]	After insert and update	Cancels all child items including open patient tasks, open enrolled program service, open enrolled program, and doc tasks when an enrollment case state changes to Closed incomplete or Canceled.
Set EPS state to Canceled	Program service item [sn_patientservice_program_service_item]	After update	Sets the state of an enrolled program service to Canceled when the associated program service item state is set to Canceled.
Set EPS state to Fulfilled	Program service item [sn_patientservice_program_service_item]	After update	Sets the state of an enrolled program service to Fulfilled when the associated program service item state is set to Completed.
Set EPS state to Pending Fulfillment	Program service item [sn_patientservice_program_service_item]	After update	Sets the state of an enrolled program service to Pending Fulfillment when the associated program service item state is set to Work in Progress.
Set PSI state to Canceled	Program Task [sn_patientservice_program_task]	After update	Sets the program service item state to Canceled when the associated program task state is set to Canceled.
Set PSI state to Completed	Program Task [sn_patientservice_program_task]	After update	Sets the program service item state to Completed when the associated program task state is set to Completed.
Set PSI state to Work In Progress	Program Task [sn_patientservice_program_task]	After update	Sets the program service item state to Work in Progress when the associated program task state is set to Work in Progress.
Set Short description	Enrollment case [sn_patientservice_enroll_case]	After update	Sets the short description of an enrollment case in the format `<program name> Enrollment Case` when the enrollment case is created or updated.
Set State to Open when Assigned	Enrollment case [sn_patientservice_enroll_case]	After insert and update	Sets the enrollment case state to Open when the case is assigned to a care coordinator.