Components installed with Care Team Operations for Healthcare IT
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Summary of Components installed with Care Team Operations for Healthcare IT
Activating the Care Team Operations plugin for Healthcare IT installs a variety of components including tables, user roles, business rules, plugins, service definitions, record producers, service categories, and service catalogs. These components collectively enable healthcare organizations to manage operational requests, track cases, and support care teams efficiently through a standardized interface.
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Tables
The primary table installed is the Care Team Operations for Healthcare IT case (snctohcitcase), which serves as an abstract case type foundation for building custom operational request types.
User Roles
The plugin installs several base roles designed to control access and permissions related to healthcare cases and care team management:
- snhco.admin: Full access to create, view, edit, and manage healthcare providers, organizations, locations, and roles.
- snhco.careteammember: Access to create and view healthcare cases.
- snhco.careteammanager: Can create, view cases, and add members to care units.
- snhco.viewer: Read-only access to healthcare cases.
- snhco.locsupportagen: Views, tracks, and resolves cases within their assignment group.
Plugins
- Care Team Portal (com.snctosp): Delivers a portal for users to create and manage requests, teams, and view submitted requests within Care Team Operations for Healthcare IT.
- Healthcare Operations Core (com.snhco): Provides clinicians with a uniform interface to report and track operational issues, reduce manual inefficiencies, improve patient safety, and enhance satisfaction through timely issue resolution.
Service Definitions and Categories
The plugin installs service definitions specifically for healthcare IT service care team requests, with two main categories:
- EMR service (emrservice): Focused on electronic medical record-related issues.
- Other IT service (otheritservice): Covers other IT-related care team requests.
Record Producers
- Report an EMR issue: Allows users to report issues such as login problems, data quality, or attachment issues with EMR systems.
- Request other IT service: Enables reporting of other IT-related care team issues.
Service Categories and Catalogs
To organize and facilitate service requests, the following are installed:
- Service Categories: EMR services and Other IT services, each targeting specific types of support requests.
- Service Catalog: A dedicated Healthcare IT catalog that houses the services available for Care Team Operations for Healthcare IT users.
Practical Benefits for ServiceNow Customers
By enabling these components, healthcare organizations using ServiceNow can streamline operational request handling, improve collaboration among care teams, and maintain clear visibility into IT-related issues impacting healthcare delivery. The roles and portals ensure appropriate access and efficient case management, while the service definitions and catalogs guide users to request relevant services promptly.
Several types of components such as tables, user roles, and business rules are installed when you activate the Care Team Operations plugin.
Tables installed with Care Team Operations for Healthcare IT
| Table name | Description |
| Care Team Operations for Healthcare IT case (sn_cto_hcit_case) |
Abstract case type that provides a foundation to extend from when building your own operational request types. |
Base roles installed with Care Team Operations for Healthcare IT
| Role | Contains | Description |
| sn_hco.admin |
|
Has access to create, view, edit and manage healthcare provider, organization, location and roles. |
| sn_hco.care_team_member |
|
Has access to create and view healthcare cases. |
| sn_hco.care_team_manager |
|
Has access to create, view healthcare cases. Has ability to add members to the care unit. |
| sn_hco.viewer | sn_hcls.foundation_data_viewer | Has access to view healthcare cases. |
| sn_hco.loc_support_agen | sn_bus_loc.svc_location_support_agent | Views, tracks, and resolves all cases within their assignment group. |
Plugins installed with Care Team Operations for Healthcare IT
| Plugin name | Description |
|
Care Team Portal (com.sn_cto_sp) |
Provides a portal experience for Care Team Operations for Healthcare IT users to create requests for supporting departments, manage teams, and gain visibility into submitted requests. |
|
Healthcare Operations Core [com.sn_hco] |
Healthcare Operations Core provides clinicians an uniform interface to report and track issues related to their day-to-day operations. This helps hospitals eliminate inefficient manual processes, reduce patient safety risks and increase patient satisfaction through timely resolution of issues and completion of important tasks. |
Service definitions installed with Care Team Operations for Healthcare IT
| Name | Description |
| Healthcare IT services |
Service definition for healthcare IT service care team requests. |
Service definition categories installed with Care Team Operations for Healthcare IT
| Name | ID | Table |
| EMR service | emr_service | sn_cto_hcit_case |
| Other IT service | other_it_service | sn_cto_hcit_case |
Record producers installed with Care Team Operations for Healthcare IT
| Name | Description |
| Report an EMR issue | Report any issue with your EMR. For example, login issues, data quality issues, attachment related issues, etc. |
| Request other IT service | Report any care team related IT issue. |
Service categories installed with Care Team Operations for Healthcare IT
| Title | Description |
| EMR services | Request EMR specific support or services here. |
| Other IT services | Report other IT or system related issues here. |
Service catalogs installed with Care Team Operations for Healthcare IT
| Title | Description |
| Healthcare IT | This is a catalog for Care Team Operations for Healthcare IT service. |