Our Client, a leading healthcare provider, focuses on offering extensive medical services such as primary care, specialty care, and telehealth solutions. The organization is committed to enhancing patient outcomes through innovative healthcare delivery and personalized care. The main objective was to establish a cohesive data platform to support improved decision-making, personalized patient experiences, and streamlined operations.
Challenge –
The client faced several critical challenges including:
- Data Dispersal and Fragmentation:
Patient information was scattered across different departments and in outdated systems, resulting in fragmented data and difficulties in obtaining a complete view of patient histories. Specifically, patient data was stored in various systems, including Salesforce Health Cloud, Electronic Health Records (EHR) systems, Epic, Laboratory Information Systems (LIS), Radiology Information Systems (RIS), and Billing and Financial Systems, presenting a challenge to gather an individual account information in one-go.
- Limited Understanding of Patients:
Inconsistent and incomplete patient data hindered the organization’s ability to gain comprehensive insights into patient behavior and preferences, impacting the effectiveness of care delivery.
- Restricting Preventative Care for High-Risk Patients:
Many patients at high risk for health issues often avoid preventive care, which can lead to costly emergency visits, occupying the rooms for the patients in high-emergency need. The challenge lies in identifying these patients and encouraging them to seek regular check-ups. Without understanding their unique needs and motivations, healthcare providers struggle to engage them effectively, resulting in higher costs and poorer health outcomes.
- Challenge in Automated Compliance To Regulations:
Easy and automated compliance with HIPAA and other healthcare regulations while working on multiple platforms was one of their requirements which they asked use to address.
- Deficiencies in Patient Engagement:
Our client faced challenges in delivering personalized and quick communications to patients, which resulted in missed opportunities for preventive care, follow-ups, and overall patient engagement. The lack of targeted outreach based on specific health needs and appointment schedules hindered the organization’s ability to effectively connect with patients, potentially impacting their health outcomes.
Solution
We implemented Salesforce Data Cloud in the existing Health Cloud system to tackle our clients’ challenges and provide them with a secure and lasting solution.
- Consolidated Data Platform:
By integrating Salesforce Data Cloud with their existing Health cloud system, unifying previously disconnected patient data sources. This consolidation creates a comprehensive patient profile, encompassing medical records, visit summaries, and call center interactions.
By centralizing this information, they can now deliver a patient-centric approach, aligning their strategies, operations, and technology to provide a seamless healthcare journey. This integrated system enables a more personalized and efficient patient experience across all stages of care.
- Advanced Analytics and AI:
We integrated advanced analytics and AI tools within Salesforce Data Cloud to inspect patient data and produce actionable insights. This included Salesforce Einstein, which provides built-in predictive analytics capabilities for identifying patient needs and risk assessment models for proactive health management. By leveraging these pre-built tools, we provided them with an additional functionality to analyze data effectively and deliver timely insights for improved patient care.
- Using Data to Connect with Patients:
Our client effectively encourages high-risk patients to seek preventative care by utilizing Salesforce Health Cloud and Salesforce Data Cloud. With Salesforce Health Cloud, they achieve a comprehensive 360-degree view of each patient, integrating medical history, treatments, and care plans, which allows for accurate identification of high-risk individuals.
Simultaneously, Salesforce Data Cloud aggregates and harmonizes patient data from different sources, ensuring that healthcare professionals have consistent and reliable information at their fingertips. By leveraging these tools, the client can send personalized messages to motivate high-risk patients to engage in preventive services, ultimately enhancing health outcomes and reducing emergency care costs.
- Regulatory Compliance Structure:
Within Salesforce Data Cloud, we established a strong data governance framework to ensure data accuracy, consistency, and compliance with healthcare regulations such as the Health Insurance Portability and Accountability Act (HIPAA), the Health Information Technology for Economic and Clinical Health (HITECH) Act, and the Patient Protection and Affordable Care Act (ACA).
We also integrated automated reporting features to streamline compliance reporting processes, reducing manual effort and minimizing errors. This comprehensive approach not only ensured adherence to regulatory standards but also enhanced the overall integrity of patient data management.
- Tailored Patient Engagement:
To address the issue of patient engagement, we have implemented a solution in Data Cloud that builds targeted patient segments using comprehensive medical data. This approach allowed for the identification of specific groups, such as those due for annual check-ups or high-risk patients needing screenings. Tailored email and text message campaigns were created for different patient categories, empowering individuals to manage their health proactively.
Benefits:
- Streamlined access to integrated patient data with a 360-degree view of patient profiles.
- Encourages high-risk patients to seek preventative care.
- Strong data governance framework and automated compliance reporting process.
