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