Healthcare Computerized Maintenance Management System - medical devices in-service scenario
Summarize
Summary of Healthcare Computerized Maintenance Management System - medical devices in-service scenario
The Healthcare Computerized Maintenance Management System (Healthcare CMMS) application in ServiceNow supports setting new medical devices in-service and associating them with maintenance plans. This workflow is essential for hospitals and healthcare organizations to manage medical device lifecycle events such as commissioning new devices and scheduling planned maintenance.
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Important Notice: Starting with the Xanadu release, Healthcare CMMS will be deprecated and hidden from new instances but will continue to be supported. Customers should transition to Clinical Device Management for maintenance, servicing, inventory, and management workflows.
In-Service Scenario Workflow
When a hospital acquires a new medical device (e.g., an infusion pump), a device organization contributor with the snhclscmms.deviceserviceorgcontributor role submits a medical device in-service request via the hospital’s customer service portal. The request form captures detailed device information including model name, number, manufacturer, serial number, organization, and cost center. The form also allows selecting “Allow alternate maintenance” to enable requests for Alternate Equipment Maintenance (AEM).
After submission, a medical device in-service case is created in ServiceNow and assigned to a clinical engineer with the snhclscmms.clinicalengineer role for fulfillment.
Clinical Engineer Responsibilities
- Use the ServiceNow Workspace to view detailed device and model information on the Details tab.
- Access the Playbook tab to manage case-related tasks, providing visibility into the entire process lifecycle while focusing on assigned steps.
- Review the medical device model and individual devices included in the case, assessing risks associated with each device.
- Review and complete work orders for initial device inspections.
- Add and review maintenance plans for the new devices following inspection.
- Ensure all in-service tasks are completed in the playbook, then close the medical device in-service case.
Practical Benefits for ServiceNow Customers
- Streamlines the process of commissioning new medical devices and ensures they are properly maintained according to organizational standards.
- Provides clear role-based workflows and visibility for clinical engineers to manage device in-service efficiently.
- Supports comprehensive documentation of device details, risk assessments, inspections, and maintenance planning within a single platform.
- Enables organizations to track and close medical device in-service cases systematically, helping maintain device readiness and compliance.
Use the Healthcare Computerized Maintenance Management System (Healthcare CMMS) application for setting medical devices in-service and associating them with maintenance plans.
To use maintenance and servicing workflows or inventory and management workflows, please see Clinical Device Management.
Scenario: A hospital purchases a new infusion pump that needs to be set to in-service and scheduled for planned maintenance. A device organization contributor, who acts as a requester with the sn_hcls_cmms.device_service_org_contributor role, works at the hospital location and submits the medical device in-service request form from the hospital's customer service portal. In the medical device in-service request form, the contributor enters the medical device model and medical device details such as model name, model number, manufacturer, short description, serial number, organization, and cost center. When the new medical device model is set to in-service, select Allow alternate maintenance in the medical device in-service request form in order to be able to enter a request for the AEM. After submitting the medical device in-service request form, a medical device in-service case is created in the ServiceNow instance associated with the customer service portal of the hospital. To resolve the case, the Healthcare CMMS workflow initiates a playbook configured for the medical device in-service cases. The case gets assigned to a clinical engineer who acts as a fulfiller with the sn_hcls_cmms.clinical_engineer role.
The following graphic shows how the Healthcare CMMS application is used for medical devices in-service scenario.
The following workflow steps elaborate how the clinical engineers with the sn_hcls_cmms.clinical_engineer role use the Healthcare CMMS application to enable the medical device in-service:
- Uses the Workspace to view the medical device in-service case.
- In Workspace, views the complete information about the medical device and its model from the Details tab.
- Selects the Playbook tab to view all the necessary case-related information.
The layout of a playbook enables clinical engineers to focus on the steps they are responsible for, while providing full visibility into the end-to-end process life cycle.
- Reviews the medical device model.
- Reviews the devices that are included in the case and assesses the risks for each medical device.
- Reviews the work orders for the initial inspection of each medical device.
- After the inspection of a medical device is completed, adds a maintenance plan for a new model/ medical device and reviews the maintenance plan.
- Ensures that all medical device in-service tasks are set to complete in the playbook and closes the medical device in-service case.