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What's Enterprise Service Management's Role in Healthcare?

07/25/2018 by: Jaime Spector

Physician with a stethoscope and tablet.

When you think of healthcare, the first thing that comes to mind are patients – patients receiving care from practitioners, patients receiving medical services, patients being able to move on with their lives after healing. What many people don’t think about is that employees in the healthcare industry also need to access services in order to get their jobs done. Organizations often don’t do a very good job of delivering services internally, and healthcare organizations aren’t an exception. 

That’s why enterprise service management (ESM) is a great fit for healthcare organizations. Read on to learn how enterprise service management improves healthcare by ensuring the smooth and hassle-free delivery of services.

What Are Some of the Issues the Healthcare Industry Faces?

Many firms face the pressing need to do more with less. Budgets shrink, but there’s still a demand for services. That problem is especially relevant in the healthcare industry because the well-being of patients is at risk. Between 1995 and 2016, the number of visits to emergency rooms at community hospitals rose from around four million to almost five million, while the number of emergency rooms at community hospitals steadily decreased.

“Admissions to community hospitals make up 95% of hospital admissions in the US”

Another major issue is cybersecurity. In December 2017 alone, there were five data breaches at healthcare facilities across the US. Those breaches exposed the personal data of thousands of patients. Such breaches have two results: hefty fines from the government and reputational damage. Patients won’t trust healthcare providers that can’t protect their personal data. 

80% of healthcare providers admitted they experienced a recent security incident”


Enterprise Service Management, the Next Generation of ITSM.


Where Does Enterprise Service Management Come In?

Given these challenges, where does ESM come in? It can address two of the issues that healthcare providers face: the need to do more with less and cybersecurity.

For a start, you don’t need to invest in an ESM solution. Modern ITSM solutions offer ESM benefits via modules that extend beyond IT, so you can leverage your existing investment to deliver more enterprise services. 

Today’s ITSM solutions (and by extension, ESM solutions) utilize self-service portals and/or chatbots. Instead of relying on manual processes, such as phone calls, emails, or in-person conversations, users can navigate to that portal or open up a chatbot window and request a service. Being able to access those services on their own means that users get what they need faster so they can do their jobs more effectively. 

Moreover, ESM solutions are designed to work seamlessly on mobile devices. Networked mobile devices are becoming a fixture in the healthcare industry – employees use them as a productivity tool. Being able to use an ESM solution on a mobile device allows workers to be more efficient; they can request services wherever they are.

Security is woven into the very fabric of ESM solutions. The most secure ESM solutions utilize SSL encryption and system redaction measures to safeguard patient data as well as that of employees at healthcare organizations. 

The healthcare industry relies upon employees to deliver care to patients, but employees need to access services efficiently in order to do their jobs. ESM helps them do that. To learn more, request information. In the meantime, read the ebook 7 Reasons Why AI Will Change Everything on Your Service Desk.

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