ESM for the Medical Industry: The Quick Start Guide

10/10/2018 by: Jaime Spector

 Two smiling doctors using laptop in front of medical team

When you think of enterprise service management, you think of, well, the enterprise. However, there are a number of applications for ESM outside of traditional enterprise settings. One of those settings is the medical industry. 

ESM has enormous benefits for the medical industry: it ensures better delivery of the services healthcare providers need most, it makes operations more efficient, and it boosts employee morale. 

Better Delivery of Services

Most likely, one of the first things that comes to mind when you think of the medical industry is providing care to patients. However, the employees of healthcare organizations also need enterprise services, including facilities management and human resources, to be able to do their jobs properly.

For example, let’s say a nurse needs the maintenance crew to clean up a mess in the hallway in a busy ward. She might have told her colleagues to call maintenance, but maybe the message slipped through the cracks. Or, perhaps her coworkers remembered to call the custodial staff, though that team is so busy, no one can take care of the problem.

“According to the Motley Fool, over 32% of American healthcare spending was on hospitals”

If the hospital had an ESM solution, the nurse could simply enter her request into a chatbot window or a self-service portal. She could track her request to see when it would be fulfilled, and her team wouldn’t have to worry about the safety of their workplace.

Enterprise Service Management, the Next Generation of ITSM.

More Efficient Operations

Service management solutions also have the effect of making operations in the medical industry more efficient. That’s due to the improved delivery of services mentioned above. 

When you can get access to the services you need faster, you accomplish your tasks more efficiently. We’ll illustrate with an example: let’s say a doctor needs to book a room for a presentation. Booking the room through phone, email, or an in-person visit takes valuable time away from the doctor’s real work of healing the sick; on the other hand, an ESM solution would making reserving space simple and fast. 

Higher Employee Morale

Let’s face it—when you have to endure inefficient processes in order to do your work, it’s demoralizing. It makes your job that much more difficult. 

Demoralized employees in the healthcare industry is an issue. In a Gallup survey, 40% of physicians report feeling dissatisfied with the medical profession as a whole. Disengaged doctors are not the type of health care providers you want treating you or operating on you. 

“Disengaged employees cost the economy as much as $350 billion per year

Service management solutions could reduce that disengagement. By making it easier for doctors to get their work done, they would be happier and more engaged in their work. 

ESM has several applications for the medical industry. By improving the delivery of enterprise services, employees would become more efficient and have higher morale. Both of those things save healthcare institutions money, so it’s a win-win situation all around. To learn more, download From ITSM to ESM: The Evolution of the Digital Enterprise.

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