Brian Devane
Healthcare organizations are increasingly reliant on their Electronic Medical Records (EMR) systems for patient care. EMR systems have been consolidated and expanded over the years to include all essential information related to patient care, including medical histories, diagnoses, medications, immunizations, allergies, lab test results, and physician notes.
For these reasons and others, capturing and resolving functional issues related to the EMR is one of the highest priorities of the modern healthcare IT enterprise. As UKHC’s ITSM Manager, Paul Glenn understood the constraints providers worked within, and the capabilities of the ServiceNow for Healthcare platform to help change the dynamic. Paul and UKHC committed to a plan to provide a more ergonomic, time-sensitive option for providers to capture EMR issues using the ServiceNow IT Service Management solution.
Case Capture Time Reduced by 93%
Calls previously took an average of 14-15 minutes. With the Epic help button, the time dropped to (at most) 1 minute, the solution will see a more than $560,000 savings in reduced physician time spent submitting new cases in the first year alone.
Calls to Helpdesk Decrease by 48-52%
Helpdesk teams noticed a dramatic drop in inbound EMR related calls. UKHC has seen an average 50% decrease in inbound calls to the helpdesk and improved issue resolution times.
Epic Help Button Responsible for 53% of Cases logged
9339 of the17,545 incidents captured in the months following rollout attributed to the Epic help button integration. Innovative use of the VirtualAgent chatbot have reduced the threshold of capturing issues.