Software

Platform Solutions Help Digitally Enable Healthcare to Improve Outcomes

Healthcare organizations can transform care delivery for patients and clinicians with seamlessly connected technology.

Mike Luessi is the general manager of healthcare and life sciences industry business at ServiceNow.

Providing excellent care for patients, both in person and online, is essential for healthcare organizations. Patients have higher expectations than ever, demanding personalized virtual care, convenient access and clear communication.

Unfortunately, providers often struggle to meet these demands, in part because of the administrative burdens placed on physicians. Research shows that physicians spend more time on administrative tasks than working with patients face-to-face, leading to less personalized care for patients, inefficiencies for organizations and staff burnout.

At a time when staffing is a major concern for providers, they must find ways to improve patient experiences without overburdening their already stretched workforce.

Thankfully, digital transformation offers a promising path forward. McKinsey research found that 42 percent of a nurse’s shift is spent on activities that could be reduced or supported with technology. And about 15 percent of the identified time could be freed up with technology, giving nurses at least one hour back per 12-hour shift.

By adopting digital tools that automate tedious administrative tasks and streamline processes, healthcare organizations can eliminate obstacles and empower their teams to focus on what truly matters: delivering high-quality patient care.

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The Power of Automation and AI in Healthcare

Organizations across every industry are exploring the ways that automation and artificial intelligence can improve operations and drive efficiency. Healthcare is no exception. In fact, the American Hospital Association estimates that adopting AI could lead to savings of $200 billion to $360 billion annually.

Healthcare organizations are already using AI and automation to simplify repetitive tasks, such as scheduling appointments, monitoring and repairing medical devices, and managing electronic health records. This frees up clinicians to focus on care and complex cases.

For example, Australia’s Gold Coast Health, overwhelmed by patients and staff shortages, digitized workflows to give time back to clinical staff. Electronic intake forms dramatically reduced paperwork, saving 100,000 staff hours each year. Automated wound imaging and follow-up systems further boosted efficiency. Looking ahead, Gold Coast Health plans to use AI for clear answers to complex questions, empowering doctors and improving patient care.

AI and machine learning are also helping providers treat patients more proactively. AI can analyze patterns and identify trends, helping hospitals better meet their staffing and resourcing needs according to demand. It can also address many patient questions, increasing the impact of self-service solutions and lessening the load on an already taxed care team. Though the potential of automation and AI is clear, putting it into practice is easier said than done.

Connecting Processes Through Platforms

Imagine a vast healthcare ecosystem where disparate pieces of data and information — from patient records and appointment details to medical equipment readings — all exist in isolation. Traditional systems often struggle to connect these islands of information. When care teams need to jump between different platforms to complete everyday tasks or access simple information, it wastes time and negatively affects both the care team and patient experiences.

This is where connected platforms shine. They act as a central hub, seamlessly connecting people (doctors, nurses, patients), data (EHRs, clinical devices) and processes (appointment scheduling, medication management) across the entire organization. They facilitate deeper back-end integration, acting as the central nervous system of a modern healthcare organization, fostering deeper integration and collaboration across various aspects of care delivery.

This interconnectivity is table stakes for AI. Such solutions rely on vast amounts of data to deliver accurate insights and make informed decisions. Unified, AI-first platforms form the backbone of successful digital transformation.

The synergy of AI, automation and digital platforms is ushering in a new era in healthcare experiences. This transformation benefits not only patients, who receive more personalized and efficient care, but also healthcare staff, who are empowered to focus on providing compassionate and effective treatment.

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