This Week Health

This is it. The last #interviewsinaction for 2021. Vishakha Sant stops by to discuss how Service Now is orchestrating workflows within healthcare. Hope you enjoy.

Transcript
Bill Russell:

Today in health, it interviews from the chime

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conference in San Diego.

Bill Russell:

My name is bill Russell.

Bill Russell:

I'm a former CIO for a 16 hospital system and creator of this week in health.

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It a channel dedicated to keeping health it staff current and engaged.

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Just a quick reminder.

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I wouldn't be dropping interviews over the next couple of days and into

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next week from the chime conference.

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And then I'm going to have some more interviews from the next conference I

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want to be going to, and then eventually I'll get back to Florida and to the studio

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where we'll start looking at the news.

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Once again.

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Hope you enjoy this interview.

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All right.

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So here we are from the chime floor with another interview

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we are with with service now.

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What's

Vishakha Sant:

your.

Vishakha Sant:

Um, I am the global head of healthcare at service now.

Vishakha Sant:

So they brought me in to really figure out where should service now focus from a

Vishakha Sant:

strategy, a market, a product perspective.

Vishakha Sant:

As we look at increasing our footprint in the healthcare and life sciences industry.

Vishakha Sant:

So

Bill Russell:

when people hear service now it's called this week in health.

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It use the show, they're thinking ITSs, but you're looking at a lot more than

Vishakha Sant:

that.

Vishakha Sant:

It's this we are looking at.

Vishakha Sant:

That actually can connect workflows across internal people, external customers, and

Vishakha Sant:

all of the devices that are really needed to help provide care that is much more

Vishakha Sant:

coordinated and efficient and optimized.

Vishakha Sant:

And taking that from finance to project management to it SM to.

Vishakha Sant:

That messaging and that pivot is what we're trying to do

Vishakha Sant:

for healthcare at services.

Vishakha Sant:

So

Bill Russell:

when people think about service, now, they

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shouldn't be thinking I CSM.

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Cause that's from a technology perspective.

Bill Russell:

That's what I think I should be thinking what workflow orchestrating workflows.

Vishakha Sant:

That's right.

Vishakha Sant:

Yeah.

Vishakha Sant:

I would say that it's truly a workflow orchestration engine that could be

Vishakha Sant:

applied in any scenario, whether it's it.

Vishakha Sant:

So it, service management is what we use for it.

Vishakha Sant:

All of, uh, you know, procurement, we have procurement services.

Vishakha Sant:

Right.

Vishakha Sant:

And so what I would really encourage is people start looking at service now, in

Vishakha Sant:

terms of how do you define workflow based on the challenge that you actually have,

Vishakha Sant:

what problem are you trying to solve?

Vishakha Sant:

Irrespective of the product that's going to help enable you

Vishakha Sant:

to move past the challenges?

Vishakha Sant:

What are the challenges?

Vishakha Sant:

And then how can we leverage a digital health plan?

Vishakha Sant:

To solve for those gray areas in between an EMR in between a billing

Vishakha Sant:

system that still need to be connected in order to provide this notion of

Vishakha Sant:

consumerism and maintaining, you know, understanding patient expectations and

Vishakha Sant:

providing products that are intelligent.

Vishakha Sant:

So everyone's time is being saved at the end of the day.

Bill Russell:

One of the things we do in healthcare as a former

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CIO, one of the things we do is we overlap technologies all over this.

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Uh, and it's interesting.

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Cause as you're sort of saying this, I'm thinking through, you know,

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we're probably out looking at a very specific solution that does this, you

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know, fills this gap between the EMR and communication with the, with the,

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uh, with the consumer communication, with the, uh, with the clinicians

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across various practices and whatnot.

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But what, when I hear you talking, I'm sitting there going, you

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know, maybe we should look at our investment in service now because

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potentially we could create those.

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We could orchestrate those workflows.

Bill Russell:

With a tool that we already owe

Vishakha Sant:

with a platform that we already own.

Vishakha Sant:

And the beauty of the platform is that it connects to other offerings

Vishakha Sant:

within service now, because it's all a part of the platform.

Vishakha Sant:

And when you layer onto it, a data model, like we've done with healthcare and life

Vishakha Sant:

sciences, service management, you are now opening yourself up to additional work

Vishakha Sant:

folk flows in a very concentrated area.

Vishakha Sant:

So for example, in.

Vishakha Sant:

Discharge management.

Vishakha Sant:

Yes.

Vishakha Sant:

We have vendors that do it, but then there's also, uh, you know, perhaps

Vishakha Sant:

the discharge is going to lead to a transitions to care at home.

Vishakha Sant:

What does the workflow look like for clinicians to now know?

Vishakha Sant:

We need to service this patient.

Vishakha Sant:

Who's going to do home-based dialysis.

Vishakha Sant:

How does the dialysis machine get there?

Vishakha Sant:

How do you coordinate the patient being ready to get on a recurring basis

Vishakha Sant:

and actually schedule the visits that are needed from a clinician to go on?

Vishakha Sant:

Just to help you administer it, to teach you, to train you.

Vishakha Sant:

And all of that is really a workflow applied in a very

Vishakha Sant:

specific use case in healthcare.

Vishakha Sant:

Right?

Vishakha Sant:

And so when the biggest challenge and benefit that we have is really

Vishakha Sant:

describing this word workflow.

Vishakha Sant:

And if I could have people who are listening and understand that

Vishakha Sant:

service now is now getting into, and we have been, it's just, what

Vishakha Sant:

problem are you trying to solve?

Vishakha Sant:

So as

Bill Russell:

a platform, are you, are you connecting into EHR data

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and connecting into all the, all these various systems that we have

Vishakha Sant:

for community?

Vishakha Sant:

Yeah, so we have the ability to actually ingest data.

Vishakha Sant:

We, so we're based on HL seven fire standards.

Vishakha Sant:

And with our data model, we are able to listen to API APIs, you

Vishakha Sant:

know, get interfaces built in.

Vishakha Sant:

And so we do have spokes that connect to various CMRs.

Bill Russell:

Wow.

Bill Russell:

So you used the word platform and I love the word platform

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because it means flexibility.

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Did you say.

Bill Russell:

The platform gets utilized through, through the pandemic in different

Bill Russell:

ways that maybe people had

Vishakha Sant:

envisioned.

Vishakha Sant:

Yeah.

Vishakha Sant:

So through the pandemic, um, you know, I was actually, uh, uh,

Vishakha Sant:

working for Kaiser Permanente.

Vishakha Sant:

So I have background in the healthcare industries and, and, you know, have

Vishakha Sant:

just recently joined service now.

Vishakha Sant:

But as far as the use of the platform, the uptake in terms of virtual health,

Vishakha Sant:

um, you know, the uptake in terms of.

Vishakha Sant:

Creative ways to service people, right?

Vishakha Sant:

Grocery stores went to go to this lane, you'll get all your groceries.

Vishakha Sant:

And we will never walk away from that.

Vishakha Sant:

Now everything needs to be at the convenience of the consumer, um,

Vishakha Sant:

at the right time, right place, right data and right security.

Vishakha Sant:

And the benefit of our platform is that we have all of those kind of built in,

Vishakha Sant:

and it's this notion of a component.

Vishakha Sant:

Architecture it's modular.

Vishakha Sant:

So we're not, if you don't, if you have great, um, uh, you know,

Vishakha Sant:

security operations, it's, it's not something that's built in so heavy.

Vishakha Sant:

It's a modular piece, same thing with healthcare and life sciences, right.

Vishakha Sant:

It's modular and we're, we're wanting it to be low code, no code so that

Vishakha Sant:

people who are closest to the work that know where the inefficiencies

Vishakha Sant:

are, aren't bogged down with the development required to make a true.

Vishakha Sant:

It's much more of a drag drop type of method.

Vishakha Sant:

And I think that that's one of the simplicity because everything

Vishakha Sant:

is on the platform, right.

Vishakha Sant:

You're not having to go down the street to your cousin to figure out what's on

Vishakha Sant:

that platform and then try to integrate.

Bill Russell:

So you're, you're at the chime conference.

Bill Russell:

Yeah.

Bill Russell:

What, um, what's going to be your takeaways from this conference.

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Just, I mean, we're having some interesting conversation.

Bill Russell:

It's great to be with people again and have these conversations.

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What are some of the takeaways?

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What are health systems?

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What are they challenged with?

Bill Russell:

What are they looking to try to solve that they're talking to you about?

Vishakha Sant:

Yeah.

Vishakha Sant:

I think if I look at it from a sheer workforce perspective, how do we

Vishakha Sant:

do more with less resources now?

Vishakha Sant:

And that could be clinicians that could be financials that

Vishakha Sant:

could be, uh, you know, grants.

Vishakha Sant:

We're trying to understand nursing shortages.

Vishakha Sant:

Are there ways for us to augment, you know, administrative things that they

Vishakha Sant:

don't need to do in the first place?

Vishakha Sant:

Right?

Vishakha Sant:

So that they can focus on the patient, which every hospital,

Vishakha Sant:

ER, is suffering right now.

Vishakha Sant:

And so the takeaway here is how can we help augment some of the

Vishakha Sant:

repetitive that lives everywhere in our life that doesn't require.

Vishakha Sant:

To necessarily focus on it and it just becomes more intelligent.

Vishakha Sant:

Right?

Vishakha Sant:

The other thing is sensors and this notion of care at home, you

Vishakha Sant:

know, it's a mixed bag out there.

Vishakha Sant:

I think healthcare organizations want to get there.

Vishakha Sant:

And the ones that have the resources available are, are on the path there.

Vishakha Sant:

But there's still a little bit of a hold my hand, cause I'm not sure even how to

Vishakha Sant:

start that dialogue and to understand what it's going to take to establish a care.

Vishakha Sant:

And so if, as a healthcare industry, we are moving towards affordability

Vishakha Sant:

and we see that we're going to need to get more out of the core care sites so

Vishakha Sant:

that it's cheaper, faster, better using the best resources and not impacting

Vishakha Sant:

outcomes if we're able to get to that.

Vishakha Sant:

And I think that service now has a role in order to help us get there

Vishakha Sant:

through the workflow automation of these redundant tasks so that

Vishakha Sant:

people can focus on their core.

Vishakha Sant:

Which will allow us to have better outcomes with the patients,

Vishakha Sant:

which will allow us to be a less cost healthcare society.

Vishakha Sant:

Yup,

Bill Russell:

absolutely.

Bill Russell:

I want to thank you for your time.

Bill Russell:

Thank you.

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Yeah.

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Don't forget to check back as we have more of these interviews

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coming to you, that's all for today.

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