Empower your clinicians to report system issues directly within Epic
Whether you’ve recently gone live with Epic or have been on the platform for years, there are always technical issues that require attention and system enhancements that can better support end-users. Who are the best end-users to report these issues?
Typically, it’s clinicians; despite being optimal system end users, though, clinicians want to focus their time and attention onpatients and often forgo reporting EMR issues, leaving IT in the dark.
EMR Help Benefits
One way to improve end-user reporting is to implement a ticketing system directly into the EMR, such as ServiceNow® EMR Help.
When implemented, clinicians can make a service request directly from the EMR system into ServiceNow, creating a request with a click of a button. Clinicians can quickly enter details about the issue, and EMR Help automatically pre-populates support case information—such as username and workstation ID—directly into the enterprise support solution. Since the clinician’s request is also tagged to their user profile, they can track its progress.
Improved Clinician Experience
Reduction in Helpdesk Calls & Work Hours
Reduction in Time to Report Issues
Streamlined Remediation of EMR Issues
One way to improve end-user reporting is to implement a ticketing system directly into the EMR, such as ServiceNow® EMR Help. When implemented, clinicians can make a service request directly from the EMR system into ServiceNow, creating a request with a click of a button. Clinicians can quickly enter details about the issue, and EMR Help automatically pre-populates support case information—such as username and workstation ID—directly into the enterprise support solution. Since the clinician’s request is also tagged to their user profile, they can track its progress.
Implementing EMR Help into Epic requires minimal support from your clinical applications teams. For example, your Epic analyst would complete the following steps:
Create/modify user roles activities and menus
Create a new menu override to easily make it available to all users at a global level. Utilizing a single icon makes access to the portal quick and easy
Create integration record to allow pass-through of authentication and parameters
Add ServiceNow portal to URL Whitelist which will allow users to access ServiceNow from within your EMR
Are you ready to implement EMR Help?
Optimum Healthcare IT is a healthcare-specific Premier ServiceNow Partner helping clients realize the full value of the platform. We understand that as a health system, your top priory is patient care and outcomes. Your clinician experience within Epic is crucial to ensuring the health of your patient population.
In general, implementing EMR Help requires an eight-week timeline. We’ll help you complete the following:
8 Week Delivery
Conduct workshops and document project requirements. Agree on and attain approval for documented requirements and design.
Perform system configuration and development. Facilitate UAT. Develop enablement/OCM content.
Close project and conduct retrospective.
Provide enablement content for delivery. Migrate and release. Support production success.
Contact our ServiceNow team to discuss how EMR Help can support your clinician experience and over EMR health.
