How Technology is Transforming Healthcare Relationship Management

September 27, 2019

This week is U.S. National Health IT Week, a nationwide action week focused on catalyzing change within the U.S. health system through the application of information and technology.

As part of the initiative this year, organizers HIMSS and the Institute for e-Policy have highlighted five points of engagement that demonstrate how information and technology can transform health and create healthy communities.

It’s an effort that’s certainly near and dear to our hearts. We’ve seen firsthand the power of technology to drive healthcare’s transformation. Technology is instrumental in helping organizations leverage the huge amount of data that is part and parcel of the business of healthcare. It’s also allowing healthcare leaders to run analytics and gain clear insights to manage health more effectively and improve clinical outcomes.

But technology as applied to healthcare is about more than just the data. It also plays a key role in the relationship management side of health.

In Episode 1 of our How I Transformed This podcast, Virsys12 CEO Tammy Hawes and Dr. Ashwini Zenooz, Salesforce’s SVP and General Manager of Global Healthcare and Life Sciences, talked about some of the reasons why relationship management is fundamental to improving outcomes, and how technology can make the process more seamless for all stakeholders.

Relationship-Building Across the Healthcare Ecosystem

As Tammy points out, huge investments are being poured into state-of-the art diagnostic equipment and clinical solutions, and these are clearly important. But we know that there are other equally important—if not more so—contributors to care quality and outcomes.

Treating the patient as a person requires building relationships with them and understanding things like social determinants of health, their family situation, their emotional state of mind, what their community is like and what their barriers to care are, to name just a few. When we think of the patient experience, it’s often limited to the EMR system. But most EMR systems aren’t designed for these relationship-building aspects of care.

Relationship-building also extends beyond the patient.

Consider all the different constituents involved in healthcare: providers, payers, administrative staff, specialty networks, care coordinators and more. Each of these constituents is a customer, in a way, and that’s one of the reasons Salesforce—which excels at relationship management across a variety of industries—is so well-suited to healthcare.

Salesforce is a relationship management system, but Dr. Zenooz adds that it’s more than that; it’s an intelligent system of engagement. In healthcare, specifically, it engages patients and members, and it also engages employees who are working with it and clinical providers who are involved in the care to bring everyone into one single ecosystem.

With data integrated into a single platform, all of those constituents have seamless access to the information they need when they need it. That enables better decision-making and collaboration as well as a more personalized experience for the patients. The result is more engaged and empowered “customers” across the ecosystem. And the more engaged patients are in their own care, Dr. Zenooz notes, the more likely you are to have better adherence and better patient outcomes.

Looking to the future, Dr. Zenooz says she believes that advancements in technology, clinical care and all of these relationship management aspects will be vital to optimizing care, delivery and the patient experience. Each plays an important role in healthcare’s transformation and creating healthier communities.

 

Do you have the relationship management technology you need to manage health effectively and improve outcomes? Get in touch with us to discuss how Salesforce and our V12 Network and V12 IPD “Intelligent Provider Directory” applications can help you get the benefits of an intelligent system of engagement.