Exploring Care Team Work Management

Care Team Work Management provides a structured way for hospitals to design, coordinate, and execute operational work across care teams. By standardizing how work is defined, assigned, and completed, it reduces administrative overhead, gives clinicians more time for patient care, and improves operational reliability and regulatory readiness.

Care Team Work Management overview

Task plans define the standardized steps care teams must complete for one-time or recurring operational activities that can span multiple departments or locations.

By authoring a task plan once, operational leaders ensure that each unit executes the same workflow consistently. Some examples of potential task plans include a daily readiness check, an infection control review, or a multi‑unit audit.

Use the Operational Rounding Playbook to build structured rounding task plans that include required fields, checklists, and defined clinical or operational standards. These task plans can be tailored to individual units while remaining part of a broader multi-unit workflow. They support built-in scheduling for both one-time and recurring rounding activities.

The playbook automates the creation of all related work across units and organizations while supporting evidence capture, exception reporting, and progress tracking directly in the Healthcare Workspace.

Use the Care Team Activities Playbook to build recurring task plans for routine unit-level work, such as daily safety checks or shift readiness reviews. These task plans generate care team cases and tasks directly for each selected team or unit, without the cross-unit orchestration layer used by multi-unit programs.

Care Team Work Management users

User	Description
Care Team Agent	Care Team Agents use Care Team Work Management to create requests and fulfill tasks assigned to them.
Care Team Agent Manager	Care Team Agent Managers use Care Team Work Management to create requests and fulfill tasks assigned to them. They can also create work plans and track completion status.
Operational Leader	Operational leaders use Care Team Work Management to create multi‑unit task plans and oversee operational execution.

Care Team Work Management workflow

[Omitted image "CTWM-workflow.png"] Alt text: Care Team Work Management sample user workflow.

An administrator configures the Care Team Work Management application.
An operational leader creates a task plan composed of orchestration cases and tasks and care team cases and tasks for select units.
Units receive a care team case and assign it to a unit manager.
The unit manager assigns care team tasks from that case to members of their care team for fulfillment.
The operational leader tracks progress and confirms completion by completing the orchestration case.

Care Team Work Management benefits

Benefit	Feature	Users
Standardize and automate routine operational tasks.	Create a care team task plan using the Operational rounding playbook	Operational Leader
Standardize and automate recurring unit-level operational tasks.	Create a task plan using the Care team activities playbook	Care Team Agent Manager, Operational Leader
Improve visibility into operational performance at a unit level.	Track care team task plans	Operational Leader, Care Team Agent Manager
Fulfill cases and task created from task plans.	Fulfilling care team task plans	Care Team Agent, Care Team Agent Manager, Support Agents

What to explore next

To learn more about configuring and using Care Team Work Management, see:

title	Exploring Care Team Work Management
description	Care Team Work Management provides a structured way for hospitals to design, coordinate, and execute operational work across care teams. By standardizing how work is defined, assigned, and completed, it reduces administrative overhead, gives clinicians more time for patient care, and improves operational reliability and regulatory readiness.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/healthcare-life-sciences/ctwm-exploring.html
release	australia
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	3
breadcrumb	Care Team Work ManagementHealthcare OperationsHealthcare and Life Sciences