Seamless Multichannel Patient Journey for Inpatient and Outpatient Care

 
Industry: Health & Life Sciences
Technology: ServiceNow CSM & FSM

 

 

 

Our Servicenow solutions

 

Highlights

Faster patient handling

More connected workflows

Better visibility for staff & patients

 

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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.

 

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We revolutionize every step of the patient journey 

Step 1: Patient engagement

First contact & multichannel communication
 
Objective:

Provide patient with a smooth and efficient process for scheduling inpatient/ outpatient treatment appointments after a referral from a specialist.

Solution:
  • Multichannel Communication: The patient chooses their preferred communication channel: chatbot, voicebot (telephone), email, SMS, WhatsApp or a secure online portal.
  • 24/7 Support: AI-supported virtual agents are available 24/7 and guide the patient through the admission process in their preferred language - barrier-free and inclusive.

Step 2: Submission of patient docs

Intelligent data entry & categorization
 
Objective:

Enable patients to easily submit medical records, including referrals, doctor’s letters, and findings.

Solution:
  • Easy Upload: The patient can submit scanned or photographed documents via an upload function.
  • AI-Powered Data Processing: AI reads the documents, records relevant information (e.g. diagnosis (ICD code) treatment notes) and compares these with the HIS/ERP.
  • Automated Prioritization: Urgency and priority are automatically categorized to escalate critical cases immediately.

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.

 

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Step 4: Scheduling appointments

Automated Appointment Scheduling & Follow-Up Actions
 
Objective:

Streamline the scheduling of diagnostic or treatment appointments and automate follow-up actions.

Solution:
  • Real-Time Appointments: The system displays available appointments for MRI, CT scans, or specialist consultations in real time, allowing for immediate booking.
  • Dynamic Checklists: Dependencies, such as prior examinations or approvals, are automatically recognized and incorporated into a dynamic checklist.
  • Pre-Filled Patient Info: Patient questionnaires are automatically pre-filled with available data, allowing the patient to quickly complete or confirm the information.

Step 5: Providing information

Proactive patient care
 
Objective:

Guarantee the patient is always well-informed and fully prepared.

Solution:
  • Automatic Reminders & Updates: Reminders and updates are sent automatically via the patient’s preferred communication channel (e.g. SMS or WhatsApp, ensuring timely and consistent communication.
  • Appointment Preparation: Patients receive reminders and updates instructions on how to prepare for their upcoming appointments.
  • Follow-Up Scheduling: For outpatient treatments, follow-up appointments or rehabilitation plans are suggested and scheduled directly.

Step 6: Integrating insights

Centralized knowledge management & AI learning

 

Objective:

Integrate insights to continuously improve processes and decision-making.

Solution:
  • Case Knowledge Database: All interactions are systematically documented in a knowledge base and stored as templates for handling similar cases, ensuring consistency and easy retrieval.
  • Continuous AI Learning: The AI refines its decision-making processes by learning from new cases, leading to improved accuracy and operational efficiency over time.

Step 7: Visibility

Transparency & overview
 
Objective:

Establish transparency throughout the entire process for patients and hospital staff.

Solution:
  • Real-Time Patient Dashboard: Patients can view their treatment status in a personalized dashboard in real time, providing up-to-date information.
  • Unified Staff Overview: Staff receive a comprehensive overview of patient history, next steps, and pending actions, simplifying internal coordination and enhancing efficiency.

 

Our Services

We support you on every step of your ServiceNow journey, from consulting to implementation and ongoing support.