How the Shift to Digitally Streamlined Workflow Helps Improve Care

Healthcare organizations with workforces spread over multiple locations can enhance the patient experience with platforms that help staff work smarter. When the 13,000 employees of long-term-care provider PruittHealth meet with patients, they can’t spend time troubleshooting technology issues. They need to count on quick IT support.

For years, however, they could only submit service requests and incidents via phone or email. That changed in early 2021, when the Norcross, Ga.-based organization upgraded from its aging IT service management platform to ServiceNow.

Employees can now log on to a cloud-based self-service portal to submit requests, get instant access to a knowledge base of articles and track the status of their pending incidents. As assisted living facilities and nursing homes embark on digital transformation initiatives to enhance the patient experience, many have discovered that a key step along that journey includes improving workflows and streamlining back-end processes for staff.