Increasing productivity in healthcare with ITSM technology


One of the biggest challenges for the healthcare sector has been to stay ahead of the curve in two important areas: increasing productivity and keeping employees happy. However, technological advances are not leaving healthcare institutions behind. There are IT service management tools that can help. Let’s talk a little about how healthcare institutions can increase their productivity through the implementation of ITSM technology.


Technology for the organization

There are a growing number of technology development platforms and initiatives.  Some focused on offering tools to stay better connected. Not only with physicians through remote monitoring or virtual visits, but also with patients through electronic records and customer service solutions. On the other hand, there are also technological solutions focused on solving specific healthcare problems: such as bio-robotics and more. However, what happens when we talk about healthcare institutions as an organization?

ITSM tools

Every organization needs systems that allow it to carry out tasks in different areas. For example: internal problem reports, human resources, maintenance or asset replacement. In addition to tracking requests, internal communication and workflow. Also the automation and delegation of tasks to various work areas in a timely manner. It is in this type of underworld in every healthcare organization that ITSM technology can and does come to life.

Information technology service management might sound like a long-winded term, but it has become the secret of many companies. In order to achieve true organization and thus increase their productivity. For ITSM tools have been designed to efficiently respond to these internal issues. To allow hospitals and healthcare centers to finally focus on their patients. All this without losing control of their operations as an organization.


ITSM technology is communication

One of the great advantages of ITSM technology is that it improves communication. Because it is a platform where day-to-day (mundane) issues or requests can be converted into tickets. These tickets allow the information to reach the departments in charge of solving the problem. And so it can be followed up until it is finally solved.

Through ITSM, data is disseminated quickly to keep everyone on the same page. This can reduce inefficiencies and errors by optimizing the process of requesting and exchanging information. All of these results in significant cost reductions. ITSM can help maintain quality control and manage sensitive items while they are in transit. It can even reduce healthcare costs for patients by streamlining the overall process.

On the other hand, healthcare organizations often have a significant discrepancy between the assets they declare and what they actually have in the real world. An effective application of ITSM technologies will give your company a clearer picture of the assets you already own. This will make it easier to plan for the future and allow for the replacement or maintenance of some more quickly. This can also increase employee confidence in the organization they work for. In addition to avoiding loss and disorganization that translates into patient dissatisfaction.


Happy employees = productivity

ITSM technologies

Employee satisfaction is the feeling of happiness, positive emotionality and motivation obtained from the work task (Omar & Zakaria, 2016). Employee productivity is directly related to their degree of satisfaction. And this subsequently translates into a better experience for patients.

And in fact among the factors that influence employee satisfaction we can find: the social factor (supervisors and peers), the job task (autonomy, benefits and challenges) and the organizational factor (corporate culture, work procedures and technologies).

So, it is safe to say that applied ITSM technologies could also increase productivity by responding to the need for organization. Because it can reduce work stress, a crucial element for demotivating employees and reducing job satisfaction.

Healthcare employees already have to work long hours and manage a complicated workflow. Providing tools designed to reduce such stress can increase their job motivation. A sad statistic in the UK’s National Health Service (NHS) reported that healthcare employees were less satisfied with their jobs. And that was due to excessive working hours, administrative work and paperwork.


ITSM technology is a solution to common problems

ITSM solutions

Another important issue where IT management can help significantly is claims processing. Although we don’t often stop to think about it, claims take up much of healthcare administrators’ time, yet they are a common malady.

On top of that, claims often involve a number of sub-processes. From data completion and claims submission to claims evaluation and appeal processing. Which contributes to the overall stress and unhappiness of healthcare employees across the board.

ITSM can provide multiple services for different departments through service catalogs so that users can make and receive requests in the blink of an eye. In addition, it can enable healthcare employees to contact support services.  All through various channels, such as email, the self-service portal, or a mobile app. This way, physicians and general staff can focus on patient-centered activities.


Final thoughts

Forbes Insights 2017 survey, which focused on the state of information technology service management (ITSM) provided several interesting findings: Organizations that used ITSM tools not only gained additional competitive benefits, but also achieved IT cost reductions and productivity gains.

Among the 261 senior executives from around the world, representing organizations of different revenue levels: 42% reported cost savings in their business processes, 38% achieved an increase in employee productivity. In addition, 31% reported faster response time for customers.

The impact that ITSM technology has on the organizations that use it is evident. And it is possible for the healthcare sector to make great strides as well. Especially since there are already ITSM solutions designed and adapted for healthcare institutions, such as Freshservice.  That allows you to automate the prioritization of tickets, automate workflow based on impact and urgency. In addition to improving productivity by responding to common requests in a catalog available to every employee.


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