Private Health Management Creates Impactful Patient Experiences with ServiceNow HCLS

About the Customer

Private Health Management (PHM) is a leading provider of personalized healthcare solutions dedicated to bringing the best of healthcare to individuals, families, and organizations that prioritize their employees' health. PHM delivers better health outcomes for serious and complex illnesses through a highly patient-centric and holistic approach.   

To deliver exceptional experiences throughout the patient lifecycle, PHM partnered with ServiceNow and INRY to modernize, automate and optimize several workflows at each stage, with the following goals:   

• Reduce the time to onboard new patients.  
• Enable clinicians with data to aid decision-making.  
• Improve care coordination to reduce the turnaround time for the delivery of healthcare services.  

The Solution

INRY worked with the PHM team to understand the process and requirements of the stakeholders. The team identified several workflow automation and optimization opportunities and suggested the INRY SMART Success for ServiceNow HCLS (Healthcare and Life Sciences) service offering. The key components of the solution included:  

1. Integration with HubSpot: PHM's HubSpot system was seamlessly integrated with ServiceNow, enabling real-time data synchronization. Once a patient is marked as converted in HubSpot, an account is automatically created for them in ServiceNow. This integration   

• Ensures the real-time initiation of the onboarding process.  
• Simplifies the account creation process.  
• Facilitates the availability of patient details to PHM service leaders and team members.

1. Automated Patient Registration: Once a patient's account is created, the patient automatically receives a link to pre-register for PHM's services. This feature helped the PHM admin team to  

• Eliminate manual data entry.   
• Auto-populate patient details during the registration process.  

To improve the registration experience further, a Save and Resume capability was added, allowing patients to finish the process in smaller steps at their convenience.    

• End-to-end digital health records: The solution enabled all concerned stakeholders with data at their fingertips. Intuitively designed forms allowed clinicians to capture diagnosis data promptly, along with timestamps that helped maintain a timeline of the patient's diagnosis throughout their care journey with PHM. The solution also allowed clinicians to capture test data.   

The Rewards

In just 8 weeks, INRY was able to transform PHM's operations and help them deliver high-quality healthcare services:  

Enhanced Efficiency:

The time for new patient registration has been reduced from 2 days to 21 minutes. This improved the patient experience across the first touchpoint and significantly reduced administrative overhead by eliminating manual processes, allowing PHM to handle a higher volume of customer onboarding requests with improved speed and accuracy.  

Reduced Turnaround Times:

In addition to the swift patient onboarding, automation of account creation and care coordination resulted in quicker delivery of healthcare services at scale.

Optimal Resource Allocation:

With the automated assignment of care teams, PHM efficiently allocated resources based on customer needs, ensuring personalized care and timely assistance.

Ready Availability of Clinical Data:

Cutting from one week to 2 hours - Clinicians now generate patient summaries effortlessly.   

Moreover, the patient's entire diagnosis and test history being available digitally empowered clinicians to make informed decisions and prompt handoffs.