PHM Scales Patient Care with ServiceNow HCLS Platform
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Case Study

Private Health Management Creates Impactful Patient Experiences with ServiceNow HCLS

99%reduction in patient registration time AND patient summary generation time
25%increase in clinician and back-office productivity
20%improvement in operational governance efficiency

Company Details

Industry: Healthcare

Company Size: 200+ employees

Location: California, USA

Cprime Services:

Executive Summary

Private Health Management partnered with INRY to launch PHM Care on ServiceNow, transforming patient onboarding, clinician workflows, and care coordination. In just 8 weeks, they reduced registration time by 98%, improved operational governance by 20%, and boosted productivity across care delivery by 15–25%.

About the Customer

Private Health Management (PHM) is a personalized healthcare provider focused on delivering better outcomes for complex medical conditions through a patient-centric and holistic model. With over 200 employees and headquartered in California, PHM supports individuals, families, and organizations by prioritizing high-quality healthcare experiences.

The Opportunity

To elevate patient experience and scale its high-touch services, PHM partnered with INRY and ServiceNow to modernize and automate critical workflows. The goals included:

  • Accelerating patient onboarding

  • Empowering clinicians with real-time, structured data

  • Streamlining care coordination and service delivery

The Solution

INRY implemented PHM Care using the SMART Success for ServiceNow HCLS platform. Key components included:

  • HubSpot Integration: Seamless data sync to automatically create patient accounts upon conversion, triggering onboarding in real time

  • Automated Patient Registration: Eliminated manual entry, prefilled patient info, and added Save & Resume functionality for flexibility

  • Digital Health Records: Enabled clinicians to input and access diagnostic, test, and rounding data with timeline tracking

  • Workflow Optimization: Centralized platform replaced Excel, Adobe, Formsite, and Salesforce, integrating with HubSpot and Definitive

  • Care Team Assignment: Automated team assignment based on availability, triggering clinician handoff and notifications

  • Operational Governance Enhancements: SLAs, dashboards, and automated case renewals improved oversight and execution

The Results

In just 8 weeks, PHM experienced measurable transformation:

  • Patient registration time reduced from 2 days to 21 minutes

  • 15% gain in care delivery efficiency through reduced manual tasks and improved UX

  • 25% increase in clinician and back-office productivity from platform consolidation and data accessibility

  • Patient summary generation time reduced from 1 week to 2 hours

  • 20% improvement in operational governance efficiency through automation and SLA monitoring

PHM now delivers faster, smarter, and more personalized healthcare experiences while maintaining agility for future scaling.

Would you like to see similar results for your organization?

Explore our flexible ServiceNow Solutions to see how we empower healthcare teams and drive efficiency.

Related Resources

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