Faster patient handling
Challenge
In the healthcare sector, managing the entire patient journey—from the initial contact to treatment—often involves navigating multiple touchpoints, administrative bottlenecks, and fragmented systems. These challenges frequently lead to delays, errors, and a less-than-optimal patient experience. Healthcare providers are under pressure to deliver efficient, personalized care while meeting increasing patient demands and expectations.
Communication inefficiencies, such as language barriers and inconsistent messaging across different stages of care, exacerbate the problem. Furthermore, manual administrative processes create unnecessary delays and are prone to human error. The patient experience itself is often fragmented, with disjointed touchpoints across various platforms, resulting in less transparent and personalized journey. Lastly, healthcare systems face difficulties in proactively identifying and addressing critical health issues early enough to prevent complications.
Solution
The ServiceNow AI-powered platform, fully integrated and customized by DIGITALL, enables healthcare providers to streamline the patient journey, improving efficiency and experience from start to finish. By unifying patient interactions across multiple channels and automating administrative workflows, ServiceNow eliminates common bottlenecks in healthcare processes. Its centralized data management enhances transparency, while AI-driven tools support proactive care by identifying high-risk cases early. This holistic approach not only reduces delays and errors but also ensures a more personalized, connected, and efficient patient experience across the entire continuum of care.
Key features include:
- Multilingual Virtual Agent: Communicates with patients in multiple languages, ensuring clear and accessible information at all stages.
- Proactive Patient Care: AI tools detect critical cases early, enabling swift action and reducing emergency interventions.
- Streamlined Operations: Automated workflows cut administrative tasks, reduce errors, and speed up processes, saving time and improving record accuracy.
- Optimized Patient Experience: Personalized care pathways based on patient data foster trust, engagement, and better treatment adherence.
- Scalable and Adaptive: The AI system continuously learns and adapts to meet evolving healthcare needs, making it suitable for both small clinics and large hospitals.
Step 3: Handling complex cases
Triage & Forwarding to Human Agents
Objective:
Ensure complex cases receive timely and expert human intervention while maintaining efficiency in handling routine cases.
Solution:
- Smart Case Sorting: The AI determines whether the case can be resolved automatically or if it requires escalation to a human agent.
- Seamless Referral for Complex Cases: For cases requiring human expertise, the patient is referred to a specialist via video call (e.g., Zoom) or telephone.
- Quick Case Summaries: The AI provides human agents with a concise, pre-analyzed case summary, enabling them to respond efficiently and effectively.
