Project Name
How Salesforce Health Cloud Revolutionized Clinical Workflows & Compliance
Our client was a prominent leader in the pharmaceutical industry who wanted to optimize their clinical operations. The main aim of the client was to optimize the clinical processes that improve the efficiency within the enterprises. After addressing the need for efficiency and precision in their process, the client wants to implement the Salesforce Health Cloud, a solution designed for the healthcare industry. This adoption was centralized to their goal of optimizing patient engagement and improving the results.
- Managing Extensive Patient Records: Complexity in handling extensive patient records, diagnostic information, and treatment histories affects the system's performance.
- Seamless Data Flow and Integration: Another challenge was ensuring instant data flow and integration without compromising the integrity and consistency of data.
- Compliance with Healthcare Regulations: Since the data was quite sensitive, it became difficult for the client to maintain compliance with healthcare regulations.
- Data Quality and Standardization: The client faced issues in maintaining data formats, eliminating duplicate records, and managing varying data quality standards across multiple sources.
- Real-Time Access and Decision-Making: Making the right decisions while managing large datasets and ensuring real-time access posed another challenge.
- Health Cloud Customization: The client had unique processes and data they wanted to configure in Health Cloud to manage large datasets, presenting an additional issue.
The Ksolves team worked on this project for over 24 months and provided a comprehensive solution to the client that is mentioned in the steps below:
- Seamless Integration for Enhanced Patient Care: Our team integrated Five9: Call & Contact Center as a Service (CCaaS) Provider with Salesforce by combining the power of LWC components and Salesforce Screen Flow. This optimizes processes, improves patient interactions, and ensures efficient patient management, leading to better healthcare experiences.
- Decoupled System Architecture: With Salesforce Enterprise Service Bus Integration in Salesforce Health Cloud, we introduced a communication bus between different applications, creating a decoupled environment that allows independent communication without tight dependencies.
- Patient Onboarding Optimization: By leveraging Experience Cloud, multiple websites were hosted based on different medicines, enabling patient details capture and onboarding directly from the website portal to Salesforce CRM.
- Efficient Data Management: We integrated PDFTron with Salesforce for patient registration and built a custom tool to identify and merge duplicate patient records based on defined criteria.
- Automated Patient Communication: Twilio was integrated with Salesforce to streamline SMS, emails, and other notifications for patient contact.
- Health Cloud Data Model Optimization: The Ksolves team utilized Salesforce Health Cloud data models to optimize the patient medication journey management project, including:
- Household Data Model: Tracking patients and their care networks for seamless coordination.
- Clinical Data Model: Integrating EHR to collect patient data for improved care and decision-making.
- Health Insurance and Claims Data Model: Managing healthcare billing processes for efficient claims handling.
- Care Program Data Model: Tracking and managing patient support programs for effective execution.
- Social Determinants of Health Data Model: Assessing social factors impacting patient health and implementing targeted interventions.
- Provider Data Model: Tracking healthcare providers, their specialties, and affiliations for resource availability.
- Utilization Management Data Model: Managing healthcare costs through utilization management processes, including authorization requests and reviews.
- Comprehensive Patient Insights: Patient 360 enables real-time access to complete patient data, fostering informed decisions and enhancing overall care quality.
- Effortless Patient Management: Our solution allows seamless monitoring and collaboration among healthcare teams, providing a holistic view of patient medical history, treatments, and care plans.
- Streamlined Care Coordination: By integrating PDFTron, Enterprise Service Bus (ESB), and Five9, the client achieved improved connectivity among healthcare professionals, caregivers, and patients. This enhanced patient onboarding, increasing daily patient handling capacity from 500 to 2000 patients.
- Optimized Appointment Scheduling: We successfully integrated the Provider Data Model with an appointment scheduler, using best practices such as the getProviders() call for UI filtering and REST callouts from Health Cloud for real-time appointment availability and booking. When default REST endpoints were insufficient, we built a custom Apex class to manage scheduling externally while maintaining security with Salesforce’s Named Credentials.
- Efficient Case Management: Leveraging PDFTron Case Triaging, the client optimized workflows and automated processes within Health Cloud, increasing daily case resolutions to over 500+.
- Operational Excellence: By automating workflows and streamlining processes, our solution enhanced operational efficiency, reduced manual data entry, and improved compliance management and performance tracking.
- Advanced Clinical Decision Support: Doctors benefited from simplified decision-making through Electronic Health Record (EHR) integrations, drug interaction checkers, and clinical guideline tools.
- Seamless Salesforce Integration: Health Cloud was integrated with Salesforce Marketing and CRM tools to ensure a unified user experience across platforms.
- Robust Third-Party Integrations: The system efficiently distributed logic and substantial data across various platforms, reducing complexity while improving performance.
Ksolves Salesforce Health Cloud Implementation transforms the client’s clinical and medical industry operations by overcoming the challenges of handling extensive records. Moreover, by integrating advanced technologies like PDFTron, Twilio, and Five9, and utilizing Salesforce’s powerful data models, we helped the client to achieve real-time patient management, seamless care coordination, and enhanced decision-making process.
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