understanding the person behind the patient · connect the ecosystem to coordinate intelligently...

Healthcare Consumerism:

Understanding the Person Behind the PatientSession 169, Wednesday, February 22, 2017

Joshua Newman, MD, MSHS

Chief Medical Officer, Salesforce

2

Today’s Objectives

• Explain how to implement cloud, mobile, and social technology

to personalize the patient experience

• Share how organizations use analytics to capture insights for

continuous engagement

• Discuss how patients connect to their care with access to health

information on any device

Customer Success across Healthcare & Life Sciences

Across Industries, We See a New Kind of Customer

Media &

CommunicationsRetail

Healthcare &

Life Sciences

Financial

Services

Government

Manufacturing &

Automotive

Our best experience

anywhere sets our

expectation everywhere

Old Differentiators are Eclipsed

Product Experience

Customer Experience

Service Experience

Industry Leaders Recognize the Challenge

“We need to think about our patients more as customers –

they are consumers.”Michael Blum, Associate Vice Chancellor

“You need to develop a personal connection & provide

personalized service to an individual that feels cared for.”

Rob Brown, Chief Marketing Officer

“One of the biggest sea changes that we've seen is this focus on

the individual, focus on the member, focus on the patient.”

Eric Murphy, Chief Growth Officer

But too many feel unprepared to meet it

West Monroe Partners

Care Today is Complicated

Pharmaceuticals

Nurse

Primary Care

Physician

Patient

Med Device

Pharmacist

Insurer

Caregiver

We Need to Unify Around the Patient…

Med Device

Caregiver

Insurer

Primary Care

PhysicianPharmacist

Pharmaceuticals

Nurse

…and Understand the Person Behind the Patient

LiteracyFood

HousingEmployment

Transportation Community

CRM Reimagined for Healthcare

Serve

Acquire Engage

Patient Services

Home Health ServicesCase Management

Patient Engagement

Network Management

Patient Marketing

Physician Referrals

Contact Center

Care Team Collaboration

Post-Acute Support

Acquire Serve Engage

Connect the Patient Journey

Personalize the

experience to build trust

Connect the ecosystem

to coordinate intelligently

Provide ongoing services and

follow-up to improve health

Acquire Serve Engage

Connect the Patient Journey

Personalize the

experience to build trust

Connect the ecosystem

to coordinate intelligently

Provide ongoing services and

follow-up to improve health

Mobile

onboarding

assessment

Tracks food

and activity

Member engages with

the program online

Coaching SMS

Engagement

email

Weight Watchers Personalizes Healthy LivingReal-time tailored connections across channels makes the journey relevant

Acquire Serve Engage

Connect the Patient Journey

Personalize the

experience to build trust

Connect the ecosystem

to coordinate intelligently

Provide ongoing services and

follow-up to improve health

Chief Innovation Officer

Robert Van Tuyl

Expanding autism and disability services on a relationship management platform

Easter Seals Bay Area Unifies the Care Ecosystem

Bringing together caregivers and patients

around health information and high-touch care

• 3,600 practitioners

• Single platform for referrals, care,

and case management

• Connecting patients, families, caregivers,

providers, hospitals across the continuum of care

Salesforce Health CloudPatient Care Management

+29%

Acquire Serve Engage

Connect the Patient Journey

Personalize the

experience to build trust

Connect the ecosystem

to coordinate intelligently

Provide ongoing services and

follow-up to improve health

CIO, SVP of Information Technology

& Clinical Engineering

Jitendra BarmechaMD, MPH, SFHM, FACP

Patient

Engagement

Targeted

Care

Provider

Management

Care

Collaboration

Performing Provider Systems

• Over 200 Unique

Organizations

• Over 5,000 Providers

• Care Management for

386K Lives

• Medicaid Program

+

SBH Health System Reimagines Provider Management

We are on the Journey TogetherPersonalizing care relationships at scale

ServeAcquire Engage

Elevate quality

Reduce costs & utilization

Improve population health

Connect to Your Patients in a Whole New Way

The Salesforce Experience

Booth #2675, Hall B

25

Questions?

Joshua Newman, MD, MSHS

Chief Medical Officer

jnewman@salesforce.com

@jnewmanmd