17 Apr 5 ways Salesforce Health Cloud helps you transition to outcomes-based patient care
by Paul B. Stevenson, MPA, CPA
The Affordable Care Act is dramatically changing how healthcare services are delivered. Instead of offering piecemeal services for a flat fee, healthcare providers are increasingly making the transition to outcomes-based care, where reimbursements are based on the quality of services delivered. For example, Medicare and Medicaid are now evaluating metrics such as hospital readmission rates, the value provided by skilled nursing facilities, and the quality of a provider’s end-stage renal disease care program. Providers are even being penalized under the Affordable Care Act for high rates of avoidable hospital readmissions.
The transition to outcomes-based healthcare has not been easy. A 2016 study found that 89% of patients admit to withholding some of their personal medical information from healthcare providers. To overcome such barriers to implementing outcomes-based healthcare, providers increasingly are turning to solutions that improve sharing of—and expand access to—patient medical records. Health Cloud from Salesforce is particularly effective at helping healthcare organizations move away from traditional and less efficient healthcare delivery models. Let’s explore five ways that Salesforce Health Cloud will help your organization transition to outcomes-based patient care:
1. Automatically analyze health indicators and look for gaps in care: Traditional healthcare delivery models rely disproportionately on patients to report symptoms and lifestyle factors to their healthcare providers. Consequently, healthcare decisions are based disproportionately on patient-reported health indicators. Salesforce Health Cloud enables providers to collect all sorts of assessment data on patients beyond what can be collected during in-person visits. For example, Health Cloud can be configured to survey patients daily on the level of pain and range of motion following a joint replacement survey. Similarly, assessments can focus on lifestyle data, emotional response data, patient activation data, and other areas. Once this wealth of data is collected, Health Cloud automatically analyzes it to look for gaps in care and recommend specific next steps.
2. Less focus on billing: Healthcare providers spend considerable time maintaining records so that all healthcare services can be properly invoiced and billed. Salesforce Health Cloud streamlines the management of patient records and billing functions, enabling providers to return their focus to providing improved patient care, including using Health Cloud insights to drive outcomes-based patient care.
3. Reach patients the way they want to be reached: A recent Salesforce study found that 62% of patients are interested in virtual-care treatment for non-urgent matters, especially video conference calls. The reality is that patients don’t necessarily need to be seen in person anymore. Additionally, when patients have a more efficient, practical alternative to interfacing with their healthcare providers, they become more likely to get the ongoing care they need. Salesforce Health Cloud offers Salesforce SOS, a secure, built-in two-way video conferencing, where the provider also has instant access to the patient’s full medical records and can log updates automatically. Patients, meanwhile, can use remote Health Cloud conferencing from their personal mobile device. Thus, healthcare providers can focus on improving outcomes—instead of playing catch-up with patients whose care is more sporadic.
4. Deliver exceptional customer service at contact centers: When patients and providers need answers to healthcare- and billing-related questions, contact centers often struggle to provide the correct information in a timely, accessible manner. Contact center agents typically must access multiple disconnected systems and try to rectify conflicting and incomplete data in real time. Mistakes and misunderstandings become inevitable, and these shortcomings can have a cumulative negative impact on healthcare outcomes. Salesforce Health Cloud empowers contact center agents with the tools they need—access to all relevant patient records in one central location, plus AI-powered recommendations that automate workflows and help avoid dissemination of incorrect information.
5. Collaborate seamlessly across a patient’s caregiver network: When a healthcare provider refers a patient to another entity—such as for physical therapy, a specialist, or an in-home caregiver—the communications channels among healthcare providers traditionally are ad-hoc and uneven. It often becomes the patient’s job to relay critical contextualizing information about their healthcare to different providers. Salesforce Health Cloud enables healthcare providers to communicate and coordinate among themselves, in a streamlined, systematic manner and includes the patients’ family and the patient to improve compliance with the care plan. This allows every member of the patient’s caregiver network to maintain focus on improving healthcare outcomes.
Every healthcare provider is looking to provide cost-effective, outcomes-based patient care that emphasizes prevention and that passes a basic cost-benefit analysis. Salesforce Health Cloud is an invaluable tool for achieving these results. With Salesforce Health Cloud, organizations will be able to automatically analyze a full suite of health indicators, shift their focus away from complex billing requirements, use technology to reach patients remotely in ways they want to be reached, deliver exceptional customer service at contact centers, and collaborate seamlessly across a patient’s entire caregiver network.
Are you ready to implement Salesforce Health Cloud to jump-start your transition to delivering outcomes-based patient care? The Health Cloud experts at Simplus would be honored to guide you on this journey; contact us today.
Paul B. Stevenson, MPA, CPA is Simplus’ Subject Matter Expert in HLS CRM Strategy.