In a Salesforce 2019 report, 47% of customers stated that they believe healthcare is more focused on industry needs than patients’ needs. 3 out of 4 Americans felt that their insurance providers must use interactive tools such as live chat and video while communicating with them.
The trust deficit is also appalling as only 34% of customers trusted the public healthcare system. To regain that trust, healthcare companies must focus on transforming customer experiences. Companies need to eliminate the data silos and deliver an interconnected experience to customers. Unfortunately, legacy IT systems are unable to keep pace with the increasing patient data. They are not scalable either. Healthcare companies have to build a cloud infrastructure to provide customers with a seamless and transparent experience.
Salesforce’s health cloud helps in building patient-centric healthcare systems that focus on delivering good quality healthcare to patients.
As the patient’s data lies in different systems, healthcare companies have a hard time understanding the patient’s history. The legacy systems were not designed to allow seamless data exchange. So, as patient data increases, healthcare providers need a unified view to arrive at an accurate diagnosis and recommend the right medical advice to patients. Healthcare professionals don’t want to spend time and effort gathering data and analyzing it. They want real-time data to improve the patient’s outcome. Salesforce health cloud synchronizes with the patient’s electronic health records (EHR). This helps the healthcare company to gain a holistic view of the patient’s data in one place. Salesforce health cloud also makes it easier for health companies to access healthcare information from any device, thus reducing friction in care.
Customer experience matters a lot in healthcare. Patients already come with anxiety and fear of the unknown. The onus lies with the healthcare providers to ensure that at least the experience and interactions are hassle-free and seamless across all touchpoints. Smart patient management is essential. Salesforce Health Cloud has primarily been designed to provide that seamless experience to patients throughout their health journey. It helps the healthcare companies to segment and manage the patient population, prioritize tasks, schedule check-ins, etc. The objective is to ensure that the patient and their family members are adequately supported through the journey.
No two patients are alike, even if the diagnosis is the same. Hence, healthcare companies cannot take a one-size-fits-all approach to the treatment. They need to tailor it based on different parameters to improve the outcome. Salesforce Health Cloud consolidates the patient’s data and provides a 360-degree view in a HIPAA-compliant unified platform. The platform can store data such as the patient's recent medical reports, real-time data from the patient's wearable devices claims history, patient prescriptions status, etc. Health cloud can help healthcare providers to provide better post-discharge care. It also helps transform the call center services as the customer care agents can offer better support based on the patient data they gather. They can ensure that the patient receives personal attention through their journey – right from diagnosis, treatment, to post-discharge support.
Over 60% of the customers had to manage their care between different parties. Customers have many complaints against payers – ranging from companies not following a transparent process, to time-consuming approvals. To build trust and foster deep relationships, payers need to improve the patient’s experience. They need to identify the gaps in the customer’s journey and bridge them. They need to integrate disparate data sources to improve the customer’s experience. Salesforce Health Cloud helps to transform how payers interact with their customers across the relationship lifecycle. For example, the customer care agent will be able to provide the right information to customers on simple and complex issues within a short time due to easy access to updated information. They can recommend customized care programs. The care coordinators can help customers to receive timely care for specific health conditions. The objective is to break down silos across different functions and ensure consistent and hassle-free experiences for customers across every channel.
The pandemic has shown that healthcare companies have to accelerate their digital transformation process to provide a good experience to customers. It improves their productivity and enables them to focus on the treatment. To build that kind of experience, companies need to work with technology partners who are experienced in building solutions using Salesforce Health Cloud.
At Accellor, we leverage Salesforce Health Cloud to build end-to-end patient, doctor, and enterprise interfaces to help healthcare companies to personalize their campaigns, treatments, billing, and communication. Recently, we rolled out a vaccine management solution. We used Salesforce to build a comprehensive platform to operationalize vaccine management – from registration, scheduling an appointment, managing onsite vaccination, and enabling global verification of certificates.
