Genpact care management enables clinicians to practice at the top of their license

Electronic health record (EHR) systems deliver real-time, patient-centered information instantly and securely to authorized users. They contain a patient’s medical history, diagnoses, medications, treatment plans, immunization dates, allergies, and other medical information. The adoption of EHRs in the US (see Exhibit 1), particularly in hospitals, has been consistently close to 100% over the last several years, yet only about 5% of the 6,000 hospitals are rated at the highest stages (6 or 7) of the HIMSS Electronic Medical Record Adoption Model (EMRAM) for maturity.

Exhibit 1: EHR adoption remains very high in the aggregate, but translation into better health outcomes requires additional work

Source: Office of the National Coordinator for Health Information Technology (ONC), HFS Research, 2023

The low maturity level is exacerbated in the consolidatory environment among providers, where hospitals typically have multiple EHRs that don’t communicate with each other, making care management suboptimal. This translates to clinicians spending more time on administration rather than care delivery. Genpact’s ServiceNow HCLS platform remediates some of the administrative burdens, allowing clinicians to practice at the top of their license.

Genpact bridges the intrinsic challenges of EHRs with the ServiceNow HCLS platform

Technology enablement in hospitals has improved their ability to diagnose accurately, render timely care, and improve health outcomes over the last couple of decades. Yet there are significant opportunities to improve as they struggle with competing systems, an inability to scale process automation, the proliferation of siloed and manual processes, and a lack of metrics and standard data. These challenges are reflected in clinicians having to spend significant calories on administrative tasks, which reduces the amount of time spent caring for patients and adds costs that get passed to consumers.

Genpact has developed a care management solution on the ServiceNow HCLS platform that helps integrate multiple EHRs at a hospital and optimize functionality. The Genpact offering creates a single engagement system for clinicians, automates and scales workflows, creates a guided experience with a standardized template, and defines standard data. Genpact’s ServiceNow HCLS platform is highly configurable, with more than 200 built-in connections that allow improved utilization of SDoH (social determinants of health), SOGI (sexual orientations and gender identities), and other data elements to render better care. It also provides a patient portal that drives transparency and the likelihood of improved engagement.

Outcomes translate into allowing clinicians more time to care for patients

During a time study Genpact conducted with a clinician, the clinician had to toggle 27 times across multiple systems to complete a single task. Genpact’s ServiceNow HCLS platform helped a clinical case management practice reduce the administrative time required to complete a clinical summary by 40%, from 42 minutes to 26 minutes.

Similarly, the platform helped reduce the cost to serve by 25%, which is significant to the hospital and potentially to the patient if the savings are transferred. Genpact also helped the clinical case management practice increase the time a clinician could operate at the top of their license by 1,000 hours, increasing access to care for patients.

The Bottom Line: Genpact’s offering reduces admin burdens, allowing clinicians time to practice at the top of their license, caring for patients and improving health outcomes.

Enablement of technology is clearly suboptimal if it perpetuates inefficient workflows, non-standard processes, and manual operations. In a clinical care delivery environment, suboptimal use of technology can mean the difference between life and death. Clinicians must be supported by the right technology to optimize their capacity to care for patients. Genpact’s ServiceNow HCLS platform attempts to do precisely that, and early results are promising.