Salesforce and Digital Transformation in Healthcare

Salesforce-digital-framework-for-healthcareToday the focus is shifting from operational efficiency and affordability of care to promoting overall health and wellness. As consumers demand personalized services, health care moves from its predominant, one size fit all approach to a more consumer-centric approach.

For years, the health care industry is focusing on administrative positions, ease, and affordable treatment for patients. Today, health plans had built fish and backroom operations and processing functions with employers and the government to deliver health care services. And this approach often leaves the end consumers the intended beneficiaries of the services.

To better understand this phenomenon. Let’s consider, Mr.A is a typical individual who “like most of us” struggles with his work-life balance. His employer has provided standard health care access through an H.M.O. Plan, his health care provider. Health Plan Company offers online and mobile access to all these claims and benefits considering Mr.A’s health issues. Mr.A’s primary care physician ask him to check with a cardiologist for a consultation. The physician also recommends a diet and exercise regime. Mr.A visits the cardiologist and as a prescribed treatment; however, Mr.A lacks the motivation to schedule these visits to follow through with the recommended diet and exercise accordingly. Mr.A’s health continues to deteriorate. One night Mr.A ends up in the emergency room with severe chest pain. Just because an emergency room doctor does not have access to Mr.A’s medical history; Doctors conduct several expensive tests and keep him hospitalized overnight. Overtime. Mr.A develops diabetes, which requires medication and monitoring. Health Plan Company processes all the claims on time and pays for Mr.A’s treatment. There’s a carriage visor a plan for him, but regrettably, it falls far short of delivering the desire to help out.

Unfortunately, this is an all too common occurrence and highlights the gap in our efforts—an actual patient-related outcome.

The results are precise. Higher cost, a poor consumer experience, and a lack of communication and coordination between the stakeholders are responsible for Mr.A’s health outcomes, which result in a stick and disengaged consumers.

It is time for the health care industry to think beyond treating illness.

The industry might want to follow the banking and retail industries to adopt new strategies centered on the consumer and disruptive wellness-oriented novels.

Today, consumers want greater transparency and the ability to provide energy ratings such as those on TripAdvisor, which enable health care consumers to make informed choices based on faulty from the healthcare stands to gain from consumer trust technology.

Consumers want health care to be available at their convenience; they want the flexibility to connect with their physicians or video conferencing and receive medication at home. They want most of their diagnostics at a retail store or a pharmacy. Digitizing health care can make all this possible while also motivating patients to stay focused on their health.

Health care executives may want to focus on prevention instead of treatment and turn patients into engaged consumers of their services with this view.

Now Health Plan go refreshes its strategy, let’s see how it deals with Mr.A now.

Health Plan Company has created a customer three hundred sixty degree strategy centered on Mr. A. They now know Mr.A and can better engage with him; his primary care physician can build an ecosystem to proactively monitor Mr.A’s health and make interventions to keep him healthy.a

Remote care models. Clinical Data Integration. Analytic and social media are crucial elements of the strategy. Mr.A goes with health plans and receives an electronic welcome kit in addition to his plan and benefits details. The electronic welcome kit for Mr.A contains access to his health monitoring data, a member self-service portal, and a mobile app with built-in social conduct.

Now the physician and Mr.A can easily connect in multiple ways. Health Plan has its creative, efficient models for consumers to consult with their doctors remotely and even leverage social media to promote worldwide. The mobile-enabled engagement platform can guide Mr.A to the doctor’s office to the nearest pharmacy and also to the new gym in his neighborhood.

Even, platform proactively sends alerts to send e-mails to Mr.A and creates an integrated information store of all his health transactions.

As Mr.A’s records indicate hyperglycemia, a glucometer is sent to Mr.A, and mobile alert reminds him to check regularly.

Let’s not forget the Internet of Things fabric, which can integrate Mr.A’s health status into an event processing solution enabling his doctor to monitor the wellness program’s progress. The program can be built by analyzing information received from multiple connected devices and the integration of populations of databases.

Mr.A is encouraged to use community such as “patients like me” and seek advice from his peers. Mr.A interacts with the community about is health care experience, which motivates him to stay healthy.

As a result, Mr.A lives a healthier and more fulfilling life. The health plan goes better to engage with its consumers, and now Mr.A is more attentive to itself. The organization can better manage payments with the pre-configured mode—payment gateway with fewer claims to process.

Health Plan Company is more profitable than before, and in Mr.A, they have a happy customer. For the digital transformation in health care, we will have to reinvent the consumer experience. Support health plan initiatives and better integrate payers providers and other stakeholders. Health care will want to focus more on wellness and take proactive measures to keep the public’s help in as consumers look for any time anywhere access to jiggle.

The transformation will enable health care to engage with these digital natives. 

The given solution is very much possible through Salesforce and its associated products. Do consult your salesforce consultant today.

Believe this is complete, would love to hear from you experts. Kindly please share your inputs.

NOTE: This post has been posted earlier on LinkedIn

About the author

Anil Jangra

MBA graduate with ten years of experience in management consulting in Marketing Functions. Experience in developing a customer experience strategy & customer journeys to drive the shift from product centricity to customer advocacy by leveraging digital marketing.

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