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Streamline Healthcare: Salesforce Health Cloud Implementation with Third-Party Integration

September 30, 2022 eye-glyph 78
Industry
Healthcare
Products
Salesforce Health Cloud
Services
Salesforce Implementation & Integration Services
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About the Company

Our client is a USA-based, solutions-driven firm offering creative solutions to bio-responsive technologies. They focus on providing chronic care management and monitoring of the patients remotely. In addition to this, they provide patients with medical nutrition therapy as well.

Being supported by existing applications, the client wanted to integrate Salesforce Health Cloud with those third party applications and smart fitness data to record behavioral data accurately. Their primary goal was to act as a bridge between the patients, the medical professionals, and the services provided by various health organizations.

Challenges

Our client faced several issues, but one of the most significant was that the data was stored in different locations, making it difficult to retrieve in an emergency. They wanted to keep track of patients’ data and centralize it into one source for quick retrieval.

Another challenge was that the medical practitioners manually captured each patient’s steps and blood pressure data, which was inconsistent, and sometimes data went missing. This was a time-consuming process, making it difficult to predict the timeframe of each interaction.

Moreover, focusing on the challenges related to patients, they were not apparent when to take medicine or go for a health checkup. The unclear description or human tendency to forget resulted in skipping the pills and checkup procedures. Also, the client wanted to capture the patient feedback based on the treatment and services they have provided to know whether they are satisfied with the services offered and where they can improve.

In summary, the key challenges to address include:

  • Difficulty to keep track of pre and post-surgery actions.
  • Unavailability of data when required.
  • No track of healthcare provider-patient interaction.
  • Absence of reminder and feedback mechanism.

Solutions

After gaining a better understanding of what the client needed and their issues, our team started working together to develop creative solutions.

We implemented the Salesforce health cloud and integrated it with Medent EMR, which the client already used to capture patient details. This integration provided the client with a trustful source for all patient data and additional features like care plan creation, multiple system integration, and one-time synchronization with the EMR to match the data.

In order to avoid manual updates for smart devices or to ensure the accuracy or accuracy of the data provided here, we performed integration with Patients FITBIT & BodyTrace devices, which required authentication from the user. Then we uploaded all the necessary data, like Step count, water consumption, Blood Pressure, Heart rate, etc., into the health cloud with the patient’s record. This eliminated the effort of manually capturing the data from each patient, eliminating data loss and redundancy and saving much human effort and time.

During and after the surgery, there was constant communication between patients and healthcare providers. Still, during the pandemic, it was hard for patients to contact healthcare providers in the hospital or clinic. To overcome this issue, we integrated the system with TWILIO and ZOOM. We established an integration with Twilio that supports both inbound and outbound calling from within the Salesforce platform. The patients and healthcare providers could call each other and record the call log on Twilio to ensure the log is created and is available for future reference as well. We also integrated Zoom with Salesforce so medical staff could set up instant phone calls with patients or schedule phone calls. These Zoom calls were tracked within Salesforce with the option to record the call. Integration of these applications facilitated seamless communication between the patients and health care providers.

In addition, we gave them a tracking option, which enabled them to monitor the hours or activities of the medical staff on a particular patient or patient records so that billing was based on patient interaction and the medical staff was reimbursed accordingly.

To fix the patient reminder issue, we enabled TWILIO SMS functionality. We set up Twilio to automatically send SMS reminders and custom messages from the Salesforce platform to the patients. We used the SMS messages to send the feedback form, which was saved in the Salesforce Health Cloud database.

Testimonial

Our primary objective was to bridge the gap between healthcare providers and patients. To achieve this, we needed a cost-efficient solution that would lead us to the path of success. Working alongside Cyntexa towards this objective was undoubtedly the correct decision that we have never regretted.

Benefits

For Healthcare Providers:

  • Comprehensive and unified view of patient data, including their medical history and treatment plans. It helps healthcare professionals to make informed decisions about patient care.
  • Reduced manual data collection efforts of healthcare professionals, which saves a lot of time.
  • Facilitates seamless communication between patients and healthcare professionals.
  • Measures timeframe of the interaction of healthcare professionals with patients.
  • Ease of remote monitoring

For Patients:

  • Personalized care plans and treatment plans based on their health data and preferences.
  • Access to their own health information, including the test results, treatment plans, medicines, checkup procedures, etc.
  • Ease of scheduling appointments with professionals.
  • Reminder notifications for medication and checkup appointments.
  • Ease of remote monitoring
45%

Decline in Manual Efforts

65%

Improvement in Medical Staff

75%

Increase in Data Management

67%

Improvement in Customer Expierence

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