The Solution: A Seamless EMR-ServiceNow ITSM Integration
INRY's implementation of ServiceNow EMR Help created a frictionless connection between CHN's Epic electronic medical records system and its IT service management platform. This integration enables clinicians to submit IT service requests related to the EMR directly from within the Epic environment they already use. The solution automatically captures contextual information such as patient records, screenshots, and application details, eliminating the need for clinicians to document issues or switch between systems manually. This automated approach saves valuable time and ensures more accurate and detailed incident reporting, enabling IT teams to resolve issues faster and minimize EMR system downtime.
Implementation Approach
INRY leveraged out-of-the-box ServiceNow EMR Help capabilities along with our proprietary PASS methodology for implementation, to provide CHN with a streamlined request submission experience. The implementation focused on three key areas:
- Embedded Epic Experience: A simple "Help" button was integrated directly into Epic, enabling clinicians to submit IT service requests without leaving their workflow, ensuring minimal disruption to patient care.
- Automated Ticket Creation & Assignment: Requests submitted via the EMR Help button were automatically converted into ServiceNow incidents with all relevant contextual information and assigned to the appropriate IT teams based on predefined rules.
- Minimal Configuration for Maximum Scalability: INRY ensured that the foundational implementation followed standard ServiceNow best practices, allowing CHN to scale and enhance the solution over time without extensive customizations.
After deployment, INRY supported successful adoption through pilot team migration, comprehensive communication support, and a dedicated command center during the initial rollout. A two-week hypercare period ensured any emerging challenges were quickly addressed, with INRY providing troubleshooting, defect resolution, and knowledge transfer to CHN's IT teams.
Conclusion: Partnering for Healthcare Digital Transformation
Through this transformative partnership with INRY, Community Health Network has significantly advanced its mission of delivering exceptional patient care. By optimizing IT processes and empowering clinicians, the organization has reduced incident reporting and resolution times. Most importantly, clinicians can now focus on what they do best – caring for patients – rather than struggling with IT issues.
Looking to transform your healthcare IT experience? INRY's expertise in ServiceNow implementations for healthcare organizations, combined with our proven PASS methodology, ensures rapid value delivery and seamless change management. Our team of certified experts can help you design and implement a tailored ServiceNow EMR Help solution that aligns with your organization's unique needs and vision, ultimately improving clinician satisfaction, IT efficiency, and patient outcomes.
Brian Devane
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