Industry
Healthcare
Services
Implementation & Consultation
Solution
CSM, ITSM
Region
Australia
The company partnered with Aelum to optimize resource allocation, reduce patient wait times, and improve staff efficiency and well-being.
The Company: Leading Healthcare Chain
A leading healthcare chain headquartered in Australia, known for providing trusted care for over 70 years, provides advanced treatment in various specialties, including cardiology, oncology, neurology, orthopaedics, and mental health. With a workforce of over 10,000 employees, the company serves more than 1.5 million people across 30 countries, setting benchmarks in clinical excellence and patient-centred care. The network includes a family of 15 hospitals, featuring a dedicated children’s hospital, a specialized addiction treatment centre, and multiple long-term care and rehabilitation facilities. Guided by its mission to “deliver accessible, innovative, and person-centred healthcare for every stage of life”, the organization also runs specialized programs for women’s health, adolescent mental wellness, and lifestyle-related disease prevention
The Challenge
Increased patient volumes stressed capacity, slowed operations, and limited real-time visibility.
- Struggle to manage limited resources: With limited availability of critical resources, including beds, equipment, and specialized staff, it becomes vital to manage these resources effectively. As patient volumes grow, so does the strain on capacity.
- Balance schedules and emergency procedures: Difficult to balance planned procedures with emergency cases. Coordinators and clinical teams struggle to maintain order amid unpredictable patient flows and shifting priorities.
- Minimize patient wait times: Patient queues may stretch longer. This results in delays in admissions, diagnostics, and treatment, affecting both patient satisfaction and clinical outcomes.
- Reduce staff burnout: The workforce, though highly skilled and dedicated, showed signs of burnout. Long hours, emotionally demanding shifts, and relentless pressure take control over morale and efficiency.
- Maintain real-time visibility into hospital capacity amid rising patient demand: With fluctuating occupancy levels and a constant influx of new cases, maintaining accurate, real-time visibility into hospital capacity has become a significant operational challenge.
The Goal
The healthcare chain needed to optimize resources effectively, focusing them where they are most needed. The organizations aimed to advance with the primary goal of ensuring patients receive timely care while also improving staff efficiency and morale.
The Solutions
- Intelligent Resource Management: The organization adopted data-driven resource allocation tools to manage beds, equipment, and staffing more efficiently. Prioritization is now based on patient needs, real-time availability, and urgency, reducing waste and improving care delivery.
- Emergency Response Stimulations: Scenario-based planning tools were introduced to help clinical teams simulate emergency situations. This has improved preparedness, allowing smoother handling of unplanned surges alongside routine operations.
- ServiceNow CSM: ServiceNow CSM, combined with AI-enabled scheduling, now automates staff assignments based on skills, shift preferences, and workload. This has reduced scheduling conflicts, improved shift coverage, and minimized last-minute disruptions.
- Incident and Change Management: By implementing ServiceNow ITSM with formal incident and change management processes, the healthcare chain can now log, track, and resolve operational issues more effectively, reducing downtime, improving service continuity, and supporting staff well-being.
- Predictive Intelligence: With real-time dashboards and predictive analytics, hospital administrators now have live visibility into capacity, patient volumes, and resource utilization, enabling faster, more accurate decisions under pressure.
ServiceNow Tech Stack used:
ServiceNow ITSM, ServiceNow CSM
The Outcomes
ServiceNow streamlined operations, enhanced patient flow, and boosted staff efficiency for better overall care.
- Optimized Resource Allocation: ServiceNow’s predictive analytics improved resource planning and responsiveness, reducing inefficiencies.
- Reduced Patient Wait Times: Automated scheduling and real-time dashboards enhanced patient flow and decreased delays.
- Improved Staff Efficiency and Well-Being: Streamlined workflows and emergency response simulations helped reduce staff burnout.