Redefining Healthcare: How Human-Centered IT Solutions Are Changing the Game

The last time I went for my annual check-up, I got my blood work done and, like magic, within six hours, I had the full results on my phone. I could see any red flags, out of range KPIs, run analytics like I was my own health data scientist, and even compare trends from previous years—basically, I turned into a part-time medical detective. No more waiting days for results, nervously refreshing my inbox like it’s exam day. Then I walk into my doctor’s office for the follow-up, and bam, it’s back to the land of paper files. The doc is flipping through charts like a librarian in the 1980s, manually cross-referencing notes with a pen in hand. Sure, there are some automations and improvements in patient care, but I half-expected someone to whip out a quill and ink pot! We've made leaps, but it feels like healthcare’s time machine still has a few bugs to work out. 

Changing Patient Expectations 

When patients engage with healthcare providers today, their expectations have evolved significantly, driven by technology, convenience, and the consumerization of healthcare. 

The shift in patient expectations is driven by several factors not least the fact that during COVID many patients experienced the convenience of telemedicine for the first time and have continued to demand digital options post-pandemic for non-emergency consultations, routine follow-ups, and chronic disease management. 

The consumerization of healthcare means the public is approaching healthcare with similar expectations as consumers in other industries. Immediacy, Transparency and Choice in how and when patients receive care is the minimum expectation today.  

No more than Millennials and Gen Z, who are accustomed to digital solutions in all areas of life, particularly prefer healthcare providers who offer digital-first services. They value the ability to engage with their healthcare through apps, remote consultations, and virtual support, pushing providers to modernize their offerings. 

Adding to these expectations is that patients are no longer willing to accept often poorly defined and manual processes that are more often than not paper-based, with a key dependence on overly complex systems. They now expect a simplified, user-friendly experience that can now be achieved via digital transformation of these legacy tools. For instance, being able to request prescription refills, receive reminders, or access medical records through a digital portal improves satisfaction and engagement. 

The pressure is now on the industry providers to adapt, and it should not be surprising then that in a recent survey, nearly 9 in 10 healthcare providers say they are using or thinking about using digital based solutions such as remote patient monitoring devices (BioPharmaDive, 2023). Providers are willing to use digital health in their practices. They trust the tools and want to provide better outcomes for their patients.  

Making Health Care More Human with ServiceNow 

Connecting teams, streamlining processes, and securely integrating systems so health Care Providers can change lives for the better is at the core of what ServiceNow brings to HealthCare Digital Transformation. The Platform allows for back-office automation, streamlines internal workflows, simplifies and automates routine tasks (charting, paperwork, scheduling) and provides tools to manage Compliance (HIPPA and GDRP).  

Crucially, ServiceNow can also play a significant role in supporting the evolving expectations of patients bringing a human centric approach to healthcare.  

Here are my top 6 picks for how ServiceNow is addressing key patient expectations and demands in healthcare: 

1. Patient Portals and Self-Service Options: Enabling healthcare providers to create patient portals that enhance patient engagement by offering 24/7 access to healthcare services. 
2. Personalized Communications: Providing a more proactive healthcare experience by keeping patients informed and engaged throughout their care journey. 
3. Automated Workflows: Automating administrative processes like patient intake, billing, and appointment scheduling, reducing manual tasks and freeing up staff to focus more on patient care leading to better experience for patients.  
4. Optimized Scheduling and Resource Management: Enabling healthcare providers to better manage appointments, staff scheduling, and resource allocation, minimizing wait times and improving operational efficiency. 
5. EHR Integration: While ServiceNow is not an electronic health record (EHR) provider, it integrates with EHR systems to automate workflows that interact with patient data. This helps streamline processes like referrals, test results, and interdepartmental communications, reducing delays in care.  
6. Remote Patient Monitoring (RPM): ServiceNow’s platform can help organizations track and manage remote patient data, such as wearable device information or telehealth interactions. This helps providers stay connected with patients outside the clinical setting, providing continuous care. 

All of this is backed by data-driven insights and analytics, helping healthcare providers use predictive models to anticipate patient needs, optimize staffing, and improve resource allocation. This all leads to better patient outcomes and more efficient healthcare delivery. 

Conclusion 

In the end, my check-up was a perfect snapshot of where healthcare is today: straddling the line between the digital future and its paper-based past. On one hand, I had instant access to my health data, trends, and insights right in my pocket, making me feel like a tech-savvy health guru. On the other hand, my doctor's office seemed like it was hanging onto paper charts for dear life, like a relic from a bygone era.  

The evidence is there though, healthcare organizations are investing heavily in digital and IT solutions not just for efficiency, but to humanize the patient and provider experience.  

While we've come a long way with technology making health data more accessible and understandable for patients, it’s clear that there’s still a journey ahead to fully bridge the gap between innovation and traditional healthcare practices leveraging platforms like ServiceNow. Until then, I guess we’ll be living in both worlds—one smartphone and one paper file at a time.