Components installed with Patient Support Services

Yokohama Healthcare and Life Sciences

Release

yokohama

ft:locale

en-US

ft:publication_title

Yokohama Healthcare and Life Sciences

ft:clusterId

hcls

bundleId

hcls

workflow

Customer and Industry

Components installed with Patient Support Services

Release version: Yokohama

Updated January 30, 2025

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Summary of Components installed with Patient Support Services

The Patient Support Services application in ServiceNow Yokohama release installs various components including tables, user roles, ServiceNow Store applications, and business rules to support patient enrollment and care coordination workflows. Notably, this application is preparing for future deprecation; it will be hidden and not activated on new instances but remains supported for existing users.

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Roles Installed

Multiple user roles are provisioned to enable specific access and responsibilities within the Patient Support Services application. These include:

Admin: Full administration access.
Agent: Views and manages enrollment cases as care coordinators.
Nurse Educator: Manages training requests related to Patient Support Services.
Case Creator: Creates enrollment cases and associated objects.
Agent Connector: Views, creates, and updates enrollment cases, often combined with other roles.
Case Task Viewer and Case Viewer: View access to tasks and enrollment cases respectively.
Contributor: Creates enrollment cases for patients and can be combined with other roles.

These roles facilitate clear user profiles tailored to patient service workflows and access control.

Tables Installed

The application installs key tables to manage enrollment cases and related tasks:

Enrollment Case [snpatientserviceenrollcase]: Stores enrollment cases, with the Patient field mandatory.
Patient Service Task [snpatientservicetask]: Base table for tasks extended by program tasks and service items.
Patient Service Training [snpatientservicetrainingtask]: Manages training task details.
Program Service Item [snpatientserviceprogramserviceitem] and Program Task [snpatientserviceprogramtask]: Store details of program service items and tasks related to patient services.

ServiceNow Store Applications Installed

The Patient Support Services application installs the Healthcare and Life Sciences Service Management Core (snhcls) application, which provides a healthcare-specific data model and capabilities such as patient 360-degree views, consent management, and digital documentation to enhance healthcare service delivery.

Business Rules Installed

Several business rules automate workflow and data consistency within Patient Support Services, including:

Triggering patient satisfaction surveys upon enrollment case closure.
Disabling playbook activities when cases are closed or canceled.
Updating appointment states based on training task completion or cancellation.
Auto-populating patient, practitioner, and insurance details on related forms.
Synchronizing states between enrollment cases, program tasks, and program service items to reflect cancellations, completions, or work-in-progress statuses.
Setting enrollment case descriptions and states automatically based on assignment and updates.

Practical Implications for ServiceNow Customers

ServiceNow customers using Patient Support Services can expect a comprehensive set of preconfigured roles, tables, and automation rules that support patient enrollment and care coordination processes. The inclusion of healthcare-specific Store applications enhances digital health management capabilities. However, customers should be aware of the upcoming deprecation and plan accordingly for future migrations or alternatives while continuing to leverage existing functionality.

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

Important:

Starting with the Yokohama release, Patient Support Services is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.

For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

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.