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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 on patients 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.

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
  • 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

Contact our ServiceNow team to discuss how EMR Help can support your clinician experience and over EMR health.

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Louie Gomez

ServiceNow Architect LinkedIn

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