Working on a medical device AEM case in Workspace
Summarize
Summary of Working on a medical device AEM case in Workspace
This guide explains how clinical engineers using the Healthcare Computerized Maintenance Management System (Healthcare CMMS) application can manage alternative equipment maintenance (AEM) cases for medical devices within the ServiceNow Workspace. It focuses on using the playbook experience to handle the review, management, and closure of AEM requests for medical device models.
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Important: Starting with the Xanadu release, Healthcare CMMS is being prepared for deprecation and will no longer be activated on new instances, though it will remain supported. Customers are encouraged to transition to Clinical Device Management for maintenance, servicing, and inventory workflows.
Key Features
- Playbook Integration in Workspace: When activated, a Playbook tab appears for medical device AEM cases, offering visibility into cross-business workflows and guiding fulfillers through required activities.
- Role-based Access: Clinical engineers with the
snhclscmms.clinicalengineerrole can access and complete all AEM review activities via the Playbook tab. - Predefined Playbook Stages: The playbook contains three default stages for managing AEM cases:
- Intake: Review case details, update maintenance plans, and submit the AEM request for approval.
- Manage AEM plan: Remove the medical device model from current maintenance plans and optionally create new work plans with automatically populated conditions.
- Review and confirm: Close the review request by selecting a resolution code and adding notes after all activities are complete.
- Workflow Automation: The Healthcare CMMS workflow auto-populates case data for each activity within the playbook stages, ensuring a structured review process.
Practical Use and Outcomes
- Clinical engineers can efficiently manage AEM requests by following the structured playbook stages in Workspace, improving consistency and traceability of maintenance decisions.
- The playbook supports submission for approval if an approval workflow is configured, streamlining governance of alternative maintenance requests.
- Removal and creation of maintenance plans are simplified through integrated work plan creation with pre-filled conditions, facilitating accurate maintenance management.
- Closing cases with resolution codes and notes ensures proper documentation and lifecycle tracking of medical device AEM cases within ServiceNow.
Use the playbook available with the Healthcare Computerized Maintenance Management System (Healthcare CMMS) application to manage medical device AEM cases and complete the review of an alternative equipment maintenance (AEM) request for a medical device model.
To use maintenance and servicing workflows or inventory and management workflows, please see Clinical Device Management.
The playbook experience provides fulfillers with visibility into cross-business workflows and the actionable activities used to complete these workflows. When the playbook experience is activated with Workspace in Healthcare CMMS, the Playbook tab appears for a medical device AEM case. For more information on how to interact with a playbook, see Interact with Playbook.
As a clinical engineer with the sn_hcls_cmms.clinical_engineer role, you can use the Healthcare CMMS playbook to complete all activities for reviewing an AEM request for a medical device model. You can access the Playbook tab on your Workspace when a medical device AEM case is assigned to you. The Healthcare CMMS workflow populates the case data for all launched activities on the Playbook tab. You can select a stage in the playbook to complete the activities associated with the stage.
By default, the following stages are available to you as a clinical engineer with the sn_hcls_cmms.clinical_engineer role on the Playbook tab of the Workspace.
Stage |
Description |
|---|---|
Review the medical device AEM case details, make changes to the existing maintenance plan, and submit the AEM request for approval. |
|
Remove the medical device model from the current maintenance plan. |
|
Close the review request. |
Completing the initial review activities
- Review AEM request: Review the details entered for an AEM request for a medical device model and update the details, if needed.
- Submit AEM request for approval: Review any additional information required for the medical device model and submit the AEM request for approvals. If an approval workflow for AEM request is configured by your administrator, the AEM request is submitted for approvals.
Managing AEM requests
In the Manage AEM plan stage of the playbook, complete the Remove from maintenance plans activity by removing the medical device model from the current maintenance plan, if available.
You can create a new maintenance plan by clicking Add plan and creating a work plan from the Work Plan page.
In the new Work Plan page, the required conditions and set conditions are automatically populated.
Closing the AEM request
In the Review and confirm stage of the playbook, complete the Close case activity by waiting until all other activities are completed, and then selecting a resolution code and adding any resolution notes.