5 Ways Providers are Transforming the Patient Experience with Salesforce Health Cloud

By Tammy Hawes | February 17, 2022

The widening affordability gap and the rise in high-deductible health plans have pushed patients to assume more responsibility for their medical costs. With this additional responsibility, consumers have taken a more active role in their clinical journey. Patients are paying more for care and, in turn, demanding more from their healthcare experience. They expect care from providers and health systems that mirrors the service. convenience and personalization they receive in other industries.

A 1,000-person Redpoint Global survey shows that consumers prefer to interact with their healthcare providers digitally. However, a survey of health systems professionals by the Center for Connected Medicine (CCM) and Healthcare Information and Management Systems Society (HIMSS) found that fewer than one in three respondents believe their organization is providing best-in-class digital experiences for patients.

Although the pandemic accelerated the move to a more patient-focused, digital paradigm in healthcare, there is work still to be done. As we have learned throughout the pandemic, providers need to be nimble in responding to patient needs. Having the proper technology infrastructure allows health systems to provide the digital experience that contributes to patient satisfaction.

Salesforce Health Cloud streamlines processes by automating healthcare data to provide patients a more personalized, simplified and consumer-friendly experience. By integrating data from multiple sources, from intake to diagnosis, into one location, Health Cloud gives a 360-degree view of the patient. This data-driven, complete picture can improve outcomes and the overall patient experience.

Improve Health Outcomes

Health Cloud can help improve health outcomes by improving continuity of care. It combines EHR (electronic health records), appointment history, medication and more into one place, allowing care givers to follow patients throughout their healthcare journey and track insights.

Access to this information helps both patients and providers make better decisions about care. With centralized data, care givers can better identify risks and reach patients with personalized communication through Health Cloud. For example, providers can see that a patient is overdue for an important appointment and send a personalized text or email to remind them to schedule.

Access to Remote and Virtual Care

According to a study conducted by Cleveland Clinic researchers, nearly 82% of patients said their virtual visit was as good as an in-person visit, 91% said their virtual visit made it easy to get the care they needed, and 93% found the interface was easy to use.

Patients expect access to non-traditional healthcare as part of their overall experience. Health Cloud consolidates data for quicker decision making and provides the tools and communication needed for virtual visits and home health, making it more convenient for patients to get the care they need without sacrificing quality.

Omni-channel Communication

Consumers want to communicate with their providers through their preferred method. While in-person communication is still important, especially for complex health issues, patients want the option to communicate across all channels. Half the respondents in the CMO Council and Pitney Bowes survey said convenience was the most important factor contributing to communication preference. Consumers want answers to their questions and reminders that are easy and do not take up their valuable time. Health Cloud opens the lines of communication between provider and patient by offering seamless communication across different channels.

Mobile Integration

Patients and care givers can access the Health Cloud platform from anywhere. Providers can update records from their mobile device and share information. Patients can access their records and communicate with providers. Beyond access, Health Cloud integrates with mobile apps to collect more data from patients which can lead to a better, more personalized experience.

Feedback

Patients also expect an on-going dialogue with their providers between appointments and visits. This feedback is important to improving patient experience. Health Cloud automates the recording and organizing of feedback to make it easier for providers to gain key insights from patients and take action to address their concerns.

Health Cloud provides many other features that can increase satisfaction and the patient experience. However, without the proper partner to guide you through the implementation process, it can be challenging to know where to start. We listen to our customers’ specific needs, provide a personalized strategy for success and implement the features to meet your goals.

 

If you’d like to learn more about how Virsys12 can help you provide a better patient experience, send us a message! We’d love to hear from you.