CASE STUDY
A leading national provider of value-based primary care services partners with physicians to provide tools, technology, operations, staffing support, and industry relationships to deliver high-quality clinical care and better patient outcomes while reducing the total cost of care. Its mission is to provide primary care for patients at traditional free-standing clinics, at home, and via virtual visits.
They also offer a comprehensive suite of primary care services, including preventative care, treatment for illness and injury, and management of chronic conditions such as diabetes, chronic heart failure, chronic obstructive pulmonary disease (COPD), and kidney disease.
The company has grown to include a large number of physicians across nine markets and is responsible for approximately 600,000 lives and manages more than $2 billion in total medical spending in value-based contracts.
Challenges
To create access points for patients who might not otherwise have access to primary care services, which are comprehensive and not entirely tied to episodic office visits. This addresses the opportunity created in The U.S. medical system of a "$4 trillion problem with the inefficiency" as described by the CEO of one of the largest Healthcare providers in North America.
As a company in a hyper-growth phase, they face issues like incomplete asset databases and disconnected workflows. With a high level of personnel turnover, building a stronger base for growth and expansion is considered important.
The desire was to provide better tools, better tech, and a new best practices-based business model to enhance their IT service management process and provide efficient support to all the clinics, physicians, and doctors across multiple stores in multiple underserved U.S. markets.
Results
By leveraging the power of the ServiceNow platform, this Primary healthcare provider will now be able to improve employee and clinic staff experience and visibility in the progress of their requests and issues.
Expanding channels of support to meet users when and where help is needed. The ServiceDesk will now be able to connect with the technical support staff (like Field Services, Network, Desktop Services, Mobile Support) for faster resolution.
There has been an exponential jump in analytics and reporting capabilities to help visualize and take action on the health of IT processes.
By connecting their HR platform to ServiceNow, they have begun a journey to automate and enhance the employee onboarding experience, leveraging the asset management and procurement processes.
More accurate asset database by combining 3rd party supplier data and uploading acquisitions site discovery data.
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