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November 20: Today on the Conference channel, it’s an Interview in Action live from the 2023 CHIME Fall Forum with Drew Koerner, Healthcare/SLED Chief Architect at ServiceNow. What percentage of a clinician's work being spent on administrative tasks is acceptable, and can it be significantly reduced? How can technology like clinical device management solutions contribute to improving healthcare operations and patient care?

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Welcome to This Week Health Conference. My name is Bill Russell. I'm a former CIO for a 16 hospital system and creator of This Week Health, a set of channels and events dedicated to leveraging the power of community to propel healthcare forward. Today we have an interview in action from the Fall Conferences on the West Coast.

Here we go.

Well, here we are at Chimefall Forum with another interview in action. I am here with Drew. Go ahead, Drew, and tell our audience who you are, who you're with, and what you do.

Sure. My name is Drew Koerner. I'm the healthcare CTO here at ServiceNow. I've been here coming up on six years, and this is about the twelfth Chime that I've been to between ServiceNow my previous company, VMware, and then actually using it.

to work for Russ back when he was a CIO at a hospital. so yeah, we're here. Most beneficial thing to us is obviously the networking, and then we take a lot of value out of the focus groups here at Chime as well, so.

Very cool. Very cool. So you do have a couple of focus groups going on?

We do. So part of what my responsibility is for is to help shape the product roadmap and direction that we're doing in the healthcare space. We've been verticalized for about three and a half years, and the idea is that we want to build purpose built solutions within that healthcare space. And the primary driver is how do we, at the day, take time, administrative tasks off of the clinicians and actually give them time back to take care of patients.

It's fantastic. I mean, I love that because that's what we want. We want our healthcare professionals to be able to administer health and not all the other stuff.

Yeah, some of the sessions yesterday said 42 percent of a clinician's work is spent on administrative tasks, right? And that could be solved.

So if there's a way that whether it's humping through documentation or looking for a device, those are the things that we can try to look to automate and actually, again, hopefully give them time back. We're not going to give them all 42 percent back, but if there's a way to give even a section of that back, that's a big win in our book.


for sure. What do you guys have coming forward in

2023? What are you looking forward to? Yeah, so the big thing is, a couple things. So we just launched our clinical device management solution, which is a mount round. Managing the device lifecycle, security and then the servicing of the devices, so that just launched about a month and a half ago so we're gonna be really heavy into that space as well too.

And then the second piece is really digging into, again, what are the best ways that we can save those clinicians time. Primarily looking around not really on the clinical side, but if there's things, like I said, around, there's a slip and a fall, or there's a slip risk, or there's a potential hazard, how can we leverage automation to know who they are.

Where they're coming from, make that request, and then route it to the team that's going to get that issue solved fast. Because if it takes more than, we heard in our focus group today, if it takes more than two or three seconds, then they're not going to take the time to do it because they're so busy taking care of patients.


there's such a demand for time right now, and anything you can do to simplify and make everything shorter, frictionless, all those fun

keywords. Yeah, and the other thing too is there's basically not enough demand or supply of nurses and doctors and clinicians. In general, to meet the demand that we're going to have.

So if there's a way that we can automate some of those processes and really redefine some of the way that work is done and kind of bring it down to the individual tasks associated with it, those are the things where we can potentially even, use like a bot to do some of that work, et cetera.

So that way we can really, hopefully you can, I've said time about four times now, but giving that time back is the most expensive currency, right?

Well, yeah, for sure. And that's, I mean, The more that the clinician can be able to have time with the patient actually facing them, I mean, we are patients too, and I know personally that's what I look for when I'm with, in the room with a doctor, it's like, I don't care that you're updating the computer, I want,

pay attention to me, you know? and that's what we hear too, I remember again we've had our EMR implemented, I've been gone from the hospital for a while, but I remember, talking to some of the clinicians that work there and they say they feel like they're a computer person, right? And that's really too bad because, really, the time they print, like you just said, facing the screen, doing documentation, you know, just, you know, especially if you're in a critical situation, like you need to, they need to, but always in the back of their head, they're worrying about doing that documentation, placing orders, the seven to ten other things they have to do in the next ten minutes, right?

Well, and the beauty about our clinicians is they usually get into that because they care about people and helping them and those types of things, and personally, I'm the one behind the computer because I like doing the computer stuff, and they didn't go into the computer industry because... They didn't want to, and so how do we get them into that industry where that's why they started doing what they're doing, and it's so important.

I love it. Well, thank you so much for stopping by, and thank you so much for what you're doing. Absolutely, thank

Another great interview. I want to thank everybody who spent time with us at the conference. I love hearing from people on the front lines. It is phenomenal that you shared your wisdom and experience with the community and we greatly appreciate it. We also want to thank our channel sponsors who are investing in our mission to develop the next generation of health leaders.

They are CDW, Rubrik, 📍 Sectra, and Trellix. Thanks for listening. That's all for now.

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