Measured outcomes
Non-clinical task time down from 18% to 11% of shift
Clinician burnout indicator (Maslach) improved 14%
Equipment request fulfillment cycle: 4 hours → 35 minutes
Estimated 2,200 clinician-hours/month returned to patient care
Clinicians spent 18% of their shift on non-clinical tasks (IT tickets, badge issues, supply requests, equipment moves). The Chief Medical Officer correlated this overhead to burnout indicators. Epic was not the right tool for these workflows — but they’d ended up there because no other system had clinician adoption.
ServiceNow Healthcare Workflows as the non-clinical workflow layer. Single sign-on from Epic. Clinician-friendly UX (mobile-first, voice-enabled where safe). Discrete workflows: equipment requests, room turnover, IT issues, badge reissue, scheduling change requests. Routine items resolved in <5 minutes.
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