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ServiceNow Elite Partner Optimum Healthcare IT

Optimum Healthcare IT is the only Elite ServiceNow partner dedicated exclusively to healthcare.

Background

Inova is the leading nonprofit healthcare provider in Northern Virginia and the Washington, DC Metropolitan area. With expertise and compassion, Inova partners with patients to help them stay healthy, treat illness, heal injury, and look at a patient’s whole health to help them flourish. Inova provides care for more than one million unique patients annually through its expansive network of hospitals, primary and specialty care practices, emergency and urgent care centers, and outpatient services. Total patient visits exceed four million annually, demonstrating our ability to deliver the best clinical care and ensuring a seamless experience for all who rely on us for their healthcare needs.

Consistently ranked and recognized as a national healthcare leader in safety, quality, and patient experience, Inova’s world-class care is made possible by the strength and breadth of its network, its 24,000 team members, technology, and innovation. Inova is home to Northern Virginia’s only Level 1 Trauma Center and Level 4 Neonatal Intensive Care Unit. It provides high-quality healthcare to every person in every community we are privileged to serve – regardless of ability to pay – every day of their life.

1
Patients Cared For
5
Hospitals
250
Care Sites
24
Health Professionals

Challenge

Inova, like most healthcare systems globally, faced significant challenges in the wake of the COVID-19 pandemic. Among these challenges was the realization that new graduate nurses needed enhanced support, especially those whose training and clinical rotations had been disrupted or abbreviated, resulting in gaps in hands-on training and experience. Inova also learned that time management and referrals for well-being resources were as important as access to clinical expertise and micro-learnings.

Recognizing the need to bolster support for their newest nurses for medical procedures and personal care, Inova embarked on a mission to develop an innovative solution to bring evidence-based knowledge and on-demand assistance to the palm of the hand.

Our goal was to design INuVA in a way that would make our nurses feel supported and valued. I believe the end result does just that since we included our impacted staff in the entire design process.

Susan Weatherbee, MSN, NI-BCInformatics Nurse Specialist

Solution

Enter INuVA: A groundbreaking application custom-built through a collaboration between Inova, Optimum Healthcare IT, and ServiceNow App Engine Studio* to help streamline mentoring processes, prioritize support, and ensure consistent guidance for the professional development of new nurses. This comprehensive solution provides dynamic support for new nurses’ professional growth, covering topics on how to set up an arterial line to self-care and breathing activities to help reduce stress, all with a personal touch.

INuVA, which stands for Inova Nurse Virtual Assistant, supports the requests of almost 1500 new grad, frontline nurses.

To enrich the learning experience, INuVA integrates homegrown content developed by frontline nurses to create a robust resource library. The app facilitates virtual connections between seasoned nurse mentors and mentees and empowers nurses to initiate on-demand, live video sessions directly from an Inova-issued handheld device.

Click the button below to view the results of this project.

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