CHIME Fall Forum 21 – Vishakha Sant with Service Now

Bill Russell 00:00:03 Today in health, it interviews from the chime Bill Russell 00:00:05 conference in San Diego. Bill Russell 00:00:07 My name is bill Russell. Bill Russell 00:00:08 I'm a former CIO for a 16 hospital system and creator of this week in health. Bill Russell 00:00:11 It a channel dedicated to keeping health it staff current and engaged. Bill Russell 00:00:16 Just a quick reminder. Bill Russell 00:00:17 I wouldn't be dropping interviews over the next couple of days and into Bill Russell 00:00:20 next week from the chime conference. Bill Russell 00:00:23 And then I'm going to have some more interviews from the next conference I Bill Russell 00:00:27 want to be going to, and then eventually I'll get back to Florida and to the studio Bill Russell 00:00:32 where we'll start looking at the news. Bill Russell 00:00:33 Once again. Bill Russell 00:00:34 Hope you enjoy this interview. Bill Russell 00:00:36 All right. Bill Russell 00:00:36 So here we are from the chime floor with another interview Bill Russell 00:00:40 we are with with service now. Bill Russell 00:00:43 What's Vishakha Sant 00:00:43 your. Vishakha Sant 00:00:44 Um, I am the global head of healthcare at service now. Vishakha Sant 00:00:47 So they brought me in to really figure out where should service now focus from a Vishakha Sant 00:00:52 strategy, a market, a product perspective. Vishakha Sant 00:00:54 As we look at increasing our footprint in the healthcare and life sciences industry. Vishakha Sant 00:01:01 So Bill Russell 00:01:02 when people hear service now it's called this week in health. Bill Russell 00:01:04 It use the show, they're thinking ITSs, but you're looking at a lot more than Vishakha Sant 00:01:08 that. Vishakha Sant 00:01:08 It's this we are looking at. Vishakha Sant 00:01:11 That actually can connect workflows across internal people, external customers, and Vishakha Sant 00:01:18 all of the devices that are really needed to help provide care that is much more Vishakha Sant 00:01:27 coordinated and efficient and optimized. Vishakha Sant 00:01:30 And taking that from finance to project management to it SM to. Vishakha Sant 00:01:40 That messaging and that pivot is what we're trying to do Vishakha Sant 00:01:43 for healthcare at services. Vishakha Sant 00:01:45 So Bill Russell 00:01:45 when people think about service, now, they Bill Russell 00:01:46 shouldn't be thinking I CSM. Bill Russell 00:01:48 Cause that's from a technology perspective. Bill Russell 00:01:50 That's what I think I should be thinking what workflow orchestrating workflows. Vishakha Sant 00:01:55 That's right. Vishakha Sant 00:01:56 Yeah. Vishakha Sant 00:01:56 I would say that it's truly a workflow orchestration engine that could be Vishakha Sant 00:02:02 applied in any scenario, whether it's it. Vishakha Sant 00:02:05 So it, service management is what we use for it. Vishakha Sant 00:02:09 All of, uh, you know, procurement, we have procurement services. Vishakha Sant 00:02:13 Right. Vishakha Sant 00:02:14 And so what I would really encourage is people start looking at service now, in Vishakha Sant 00:02:19 terms of how do you define workflow based on the challenge that you actually have, Vishakha Sant 00:02:24 what problem are you trying to solve? Vishakha Sant 00:02:26 Irrespective of the product that's going to help enable you Vishakha Sant 00:02:30 to move past the challenges? Vishakha Sant 00:02:32 What are the challenges? Vishakha Sant 00:02:34 And then how can we leverage a digital health plan? Vishakha Sant 00:02:37 To solve for those gray areas in between an EMR in between a billing Vishakha Sant 00:02:42 system that still need to be connected in order to provide this notion of Vishakha Sant 00:02:47 consumerism and maintaining, you know, understanding patient expectations and Vishakha Sant 00:02:52 providing products that are intelligent. Vishakha Sant 00:02:54 So everyone's time is being saved at the end of the day. Bill Russell 00:02:59 One of the things we do in healthcare as a former Bill Russell 00:03:01 CIO, one of the things we do is we overlap technologies all over this. Bill Russell 00:03:06 Uh, and it's interesting. Bill Russell 00:03:07 Cause as you're sort of saying this, I'm thinking through, you know, Bill Russell 00:03:10 we're probably out looking at a very specific solution that does this, you Bill Russell 00:03:14 know, fills this gap between the EMR and communication with the, with the, Bill Russell 00:03:18 uh, with the consumer communication, with the, uh, with the clinicians Bill Russell 00:03:22 across various practices and whatnot. Bill Russell 00:03:25 But what, when I hear you talking, I'm sitting there going, you Bill Russell 00:03:28 know, maybe we should look at our investment in service now because Bill Russell 00:03:31 potentially we could create those. Bill Russell 00:03:33 We could orchestrate those workflows. Bill Russell 00:03:35 With a tool that we already owe Vishakha Sant 00:03:37 with a platform that we already own. Vishakha Sant 00:03:39 And the beauty of the platform is that it connects to other offerings Vishakha Sant 00:03:43 within service now, because it's all a part of the platform. Vishakha Sant 00:03:46 And when you layer onto it, a data model, like we've done with healthcare and life Vishakha Sant 00:03:52 sciences, service management, you are now opening yourself up to additional work Vishakha Sant 00:03:57 folk flows in a very concentrated area. Vishakha Sant 00:04:00 So for example, in. Vishakha Sant 00:04:02 Discharge management. Vishakha Sant 00:04:03 Yes. Vishakha Sant 00:04:03 We have vendors that do it, but then there's also, uh, you know, perhaps Vishakha Sant 00:04:08 the discharge is going to lead to a transitions to care at home. Vishakha Sant 00:04:11 What does the workflow look like for clinicians to now know? Vishakha Sant 00:04:14 We need to service this patient. Vishakha Sant 00:04:16 Who's going to do home-based dialysis. Vishakha Sant 00:04:18 How does the dialysis machine get there? Vishakha Sant 00:04:20 How do you coordinate the patient being ready to get on a recurring basis Vishakha Sant 00:04:24 and actually schedule the visits that are needed from a clinician to go on? Vishakha Sant 00:04:29 Just to help you administer it, to teach you, to train you. Vishakha Sant 00:04:32 And all of that is really a workflow applied in a very Vishakha Sant 00:04:36 specific use case in healthcare. Vishakha Sant 00:04:38 Right? Vishakha Sant 00:04:39 And so when the biggest challenge and benefit that we have is really Vishakha Sant 00:04:44 describing this word workflow. Vishakha Sant 00:04:46 And if I could have people who are listening and understand that Vishakha Sant 00:04:50 service now is now getting into, and we have been, it's just, what Vishakha Sant 00:04:55 problem are you trying to solve? Vishakha Sant 00:04:57 So as Bill Russell 00:04:58 a platform, are you, are you connecting into EHR data Bill Russell 00:05:01 and connecting into all the, all these various systems that we have Vishakha Sant 00:05:04 for community? Vishakha Sant 00:05:05 Yeah, so we have the ability to actually ingest data. Vishakha Sant 00:05:07 We, so we're based on HL seven fire standards. Vishakha Sant 00:05:10 And with our data model, we are able to listen to API APIs, you Vishakha Sant 00:05:13 know, get interfaces built in. Vishakha Sant 00:05:15 And so we do have spokes that connect to various CMRs. Bill Russell 00:05:19 Wow. Bill Russell 00:05:19 So you used the word platform and I love the word platform Bill Russell 00:05:24 because it means flexibility. Bill Russell 00:05:26 Did you say. Bill Russell 00:05:27 The platform gets utilized through, through the pandemic in different Bill Russell 00:05:30 ways that maybe people had Vishakha Sant 00:05:32 envisioned. Vishakha Sant 00:05:32 Yeah. Vishakha Sant 00:05:33 So through the pandemic, um, you know, I was actually, uh, uh, Vishakha Sant 00:05:37 working for Kaiser Permanente. Vishakha Sant 00:05:39 So I have background in the healthcare industries and, and, you know, have Vishakha Sant 00:05:44 just recently joined service now. Vishakha Sant 00:05:46 But as far as the use of the platform, the uptake in terms of virtual health, Vishakha Sant 00:05:50 um, you know, the uptake in terms of. Vishakha Sant 00:05:56 Creative ways to service people, right? Vishakha Sant 00:05:59 Grocery stores went to go to this lane, you'll get all your groceries. Vishakha Sant 00:06:04 And we will never walk away from that. Vishakha Sant 00:06:06 Now everything needs to be at the convenience of the consumer, um, Vishakha Sant 00:06:10 at the right time, right place, right data and right security. Vishakha Sant 00:06:15 And the benefit of our platform is that we have all of those kind of built in, Vishakha Sant 00:06:19 and it's this notion of a component. Vishakha Sant 00:06:22 Architecture it's modular. Vishakha Sant 00:06:24 So we're not, if you don't, if you have great, um, uh, you know, Vishakha Sant 00:06:29 security operations, it's, it's not something that's built in so heavy. Vishakha Sant 00:06:35 It's a modular piece, same thing with healthcare and life sciences, right. Vishakha Sant 00:06:39 It's modular and we're, we're wanting it to be low code, no code so that Vishakha Sant 00:06:43 people who are closest to the work that know where the inefficiencies Vishakha Sant 00:06:46 are, aren't bogged down with the development required to make a true. Vishakha Sant 00:06:51 It's much more of a drag drop type of method. Vishakha Sant 00:06:53 And I think that that's one of the simplicity because everything Vishakha Sant 00:06:57 is on the platform, right. Vishakha Sant 00:06:59 You're not having to go down the street to your cousin to figure out what's on Vishakha Sant 00:07:03 that platform and then try to integrate. Bill Russell 00:07:06 So you're, you're at the chime conference. Bill Russell 00:07:08 Yeah. Bill Russell 00:07:09 What, um, what's going to be your takeaways from this conference. Bill Russell 00:07:14 Just, I mean, we're having some interesting conversation. Bill Russell 00:07:16 It's great to be with people again and have these conversations. Bill Russell 00:07:19 What are some of the takeaways? Bill Russell 00:07:20 What are health systems? Bill Russell 00:07:22 What are they challenged with? Bill Russell 00:07:23 What are they looking to try to solve that they're talking to you about? Vishakha Sant 00:07:26 Yeah. Vishakha Sant 00:07:26 I think if I look at it from a sheer workforce perspective, how do we Vishakha Sant 00:07:33 do more with less resources now? Vishakha Sant 00:07:35 And that could be clinicians that could be financials that Vishakha Sant 00:07:38 could be, uh, you know, grants. Vishakha Sant 00:07:43 We're trying to understand nursing shortages. Vishakha Sant 00:07:45 Are there ways for us to augment, you know, administrative things that they Vishakha Sant 00:07:50 don't need to do in the first place? Vishakha Sant 00:07:51 Right? Vishakha Sant 00:07:52 So that they can focus on the patient, which every hospital, Vishakha Sant 00:07:55 ER, is suffering right now. Vishakha Sant 00:07:58 And so the takeaway here is how can we help augment some of the Vishakha Sant 00:08:06 repetitive that lives everywhere in our life that doesn't require. Vishakha Sant 00:08:11 To necessarily focus on it and it just becomes more intelligent. Vishakha Sant 00:08:15 Right? Vishakha Sant 00:08:15 The other thing is sensors and this notion of care at home, you Vishakha Sant 00:08:20 know, it's a mixed bag out there. Vishakha Sant 00:08:22 I think healthcare organizations want to get there. Vishakha Sant 00:08:24 And the ones that have the resources available are, are on the path there. Vishakha Sant 00:08:27 But there's still a little bit of a hold my hand, cause I'm not sure even how to Vishakha Sant 00:08:32 start that dialogue and to understand what it's going to take to establish a care. Vishakha Sant 00:08:38 And so if, as a healthcare industry, we are moving towards affordability Vishakha Sant 00:08:41 and we see that we're going to need to get more out of the core care sites so Vishakha Sant 00:08:47 that it's cheaper, faster, better using the best resources and not impacting Vishakha Sant 00:08:51 outcomes if we're able to get to that. Vishakha Sant 00:08:54 And I think that service now has a role in order to help us get there Vishakha Sant 00:08:58 through the workflow automation of these redundant tasks so that Vishakha Sant 00:09:02 people can focus on their core. Vishakha Sant 00:09:05 Which will allow us to have better outcomes with the patients, Vishakha Sant 00:09:08 which will allow us to be a less cost healthcare society. Vishakha Sant 00:09:14 Yup, Bill Russell 00:09:15 absolutely. Bill Russell 00:09:15 I want to thank you for your time. Bill Russell 00:09:16 Thank you. Bill Russell 00:09:18 Yeah. Bill Russell 00:09:19 Don't forget to check back as we have more of these interviews Bill Russell 00:09:21 coming to you, that's all for today. Bill Russell 00:09:24 If you know of someone that might benefit from our channel, Bill Russell 00:09:26 please forward them a note. Bill Russell 00:09:26 They can subscribe on our website this week, health.com or wherever you listen Bill Russell 00:09:30 to podcasts, apple, Google, overcast, Spotify, Stitcher, you get the picture. Bill Russell 00:09:34 We are everywhere. 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