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Home / Cases / Connecting Healthcare with Salesforce Innovation
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Our client, a renowned specialty hospital, wanted to optimize their CRM software and create an easier way for patients or anyone seeking medical advice to reach out to them. They wanted something that could unify patient data, handle clinical records, manage scheduling, billing, outreach, and patient communication.
Modern healthcare institutions need a robust and optimized backbone that can assist them in their operational work. Having a platform that helps in care coordination, automates repetitive and manual tasks, gives personalized alerts, provides educational content, and easy communication with care teams can make healthcare operations a little easier.
The hospital wanted to optimize their legacy system and add new features that could eliminate fragmented patient experience, manual clinical operations, unsynchronized care coordination and low portal adoption. We helped them create a connected experience across clinical, administrative, and research functions and improve their quality, efficiency, and growth.
Here are the challenges that the organization was facing:
The doctors and nurses were unsynchronized about patient data
The administrative overload resulted in the staff not being able to manage all the data
The patient and employee data were scattered with no proper segmentation, leading to poor management.
The website and portals were not optimized, neither did they work with modern features
Bookings, appointments, schedules and other operational tasks were not uniform
The core objective of this project is to provide the client with a system that helps in care coordination, automates repetitive and manual tasks, gives personalized alerts and helps train staff. Let us see in detail:
✓ 360-Degree Patient View
✓ Enhance Patient Portal Engagement
✓ Provide automated appointment reminders
✓ Reduce administrative burden
✓ Automate repetitive tasks
✓ Seamless data transfer between departments
✓ Modernize Technical Infrastructure
✓ Build platform capable of supporting growth
✓ Implement API-first design for future integrations
✓ Provide multiple communication channels
✓ Implement ADA-compliant interfaces
✓ Transform data into actionable insights
Here is an analysis of what the new system can do to optimize the organization:
✓ Breaking Data Silos: All the information can be found at one place.
✓ Legacy System Optimization: The original system is not replaced but optimized
✓ Intelligent Care Coordination: The staff has a much easier time segmenting patient data and staff information. All the departments were coordinated and updated about the patient's current status.
✓ Omni-Channel Patient Engagement: The patient-doctor conversation can be done on multiple channels so as to not lose data.
✓ Elevated Patient Satisfaction: Appointments are more timely and patients can even ask about their diagnosis remotely.
✓ Modernizing the CRM for Growth: Integrating Salesforce into the legacy system to make it more comfortable to use.
Fragmented Infrastructure and Operational Friction in Patient Care
By integrating Salesforce to optimize legacy systems, the organization will unify data silos and enable omni-channel engagement to streamline care coordination and maximize patient satisfaction.
Integrating Salesforce tripled portal adoption and doubled care plan adherence by providing instant data visibility and reducing administrative tasks
The new system helped fill quite the number of pain points the institution was facing. Here are a few strategic takeaways:
✓ Consolidates EHR, billing, and social data into one "Patient 360" view, ending manual searching.
✓ Using Health Cloud to trigger automatic follow-ups for patients
✓ Automating referrals and intake, freeing up clinical staff.
✓ Improves HCAHPS scores by ensuring patients never have to repeat their story to different departments
For this client, Salesforce became a way to unite patient care, operational efficiency and clinical innovation. We helped them create a healthcare system that is more dynamic, personalized and efficient for both patients and providers. By leveraging Salesforce tools like Salesforce Health Cloud, Salesforce AI & Analytics (Einstein), Agentforce 360 and Life Science Cloud we helped create a system that promotes a unified, intelligent, and highly personalized patient experience and operational optimization. For organizations looking to improve their healthcare systems, Salesforce can help with custom solutions for your specific needs.
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