welcome to the age of the patient transform patient ... · transform patient relationships with crm...
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Welcome to the Age of the Patient
Transform Patient Relationships with CRM
Joshua Newman, MD MSHS
Chief Medical Officer, Salesforce
Learning Objectives
• Recognize why leading healthcare organizations are turning to CRM to create
seamless, personalized 1-to-1 journeys for patients, providers and employees
• Discuss how CRM fosters collaboration, productivity, engagement and
satisfaction
• Identify how leading healthcare organizations are using CRM to keep both their
patients and business healthy and happy
Welcome to the Age of the
Transform Patient Relationships with CRM
Together, We’re Building a Path Forward
“Innovator of the Decade”
in GDP impact by 2020
$389Bjobs createdby 2020
2M
25Kglobal employees
50Bcustomer interactions per month
— September 2016
The world’s most innovative companies
2011 • 2012 • 2013 2014 • 2015 • 2016
R
IDC White Paper, sponsored by Salesforce, "The Salesforce Economy," August 2016
Our best experience anywherebecomes our expectation everywhere
Social
Connected
Intelligent
Personalized
The CRM Evolution
Multitenant Cloud
Connected Devices
Apps
2005
Platform
2007
Collaboration
2009
Mobile
2013
Development
2014 20151999
Analytics
Cloud
Social
Mobile
IoT
20172016
AI
Intelligence
2000
Sales
Service
2011
Marketing
Care Today is Complicated
Pharmaceuticals
Insurer
Nurse
Primary Care Physician
Pharmacist
Patient
Med Device
Caregiver
Goal: Every Patient on a Journey
Broken
Ankle
Notices High
Blood Pressure
52
Birth of
1st Child!30
Laser Refractive
Surgery
1st Mammogram
& Screening
Diagnosed with
Pre-Diabetes
21 AGE
33
AGE
45
AGE
49
AGE
Acquire
Serve
Engage
1st Mammogram
& Screening
Goal: Every Patient on a Journey
Ac
qui
re
Ser
veEng
age1st Mammogram
& Screening45
AGE
Family history of
breast cancer
1st Mammogram
& Screening1st Mammogram
& Screening
Connect to Your Patients in a Whole New Way
Consult with primary
physician
Family history of
breast cancer
1st Mammogram
& Screening
Connect to Your Patients in a Whole New Way
Schedule appointment
with the call center
Consult with primary
physician
Family history of
breast cancer
1st Mammogram
& Screening
Connect to Your Patients in a Whole New Way
Complete mammogra
m with technologist
Schedule appointment
with the call center
Consult with primary
physician
Family history of
breast cancer
clinical and non-clinical data
Collaborationand Support
including video,live messaging
Across Every Channel
web, tablet,phone
On AnyDevice
using evidence-based protocols
CustomizableCare Plans
including surveys and care
plan progress
PatientEngagement
patient, providers,and caregivers
on patient progress and careplan effectiveness
Complete view of the
patient
Measure Outcomes
Your Patient Journey Checklist
How do you invest in a patient-centered future?
37%
Analytics/data investments
33%
Patient engagement
strategies
32%
CRMplatforms
22%
Activitiesnot EHR
18%
Addressinganalytics
15%
Revenuecycle tech
13%
Care mgmt.tech
11%
Populationhealth mgmt.
15%
Regulatorycompliance
25%
ImplementEHR
29%
Datasecurity
23%
Mobiletech
18%
Privacy/Security
24%
Patientexperiencestrategies
40%
30%
20%
10%
0%
39% of Organizations Increasing IT BudgetSurvey indicates where new funding will go
Source: Healthcare Provider Technology Spend Survey, IDC,
October, 2015 © IDC Visit us at IDC.com and follow us on Twitter:
@IDC @ldunbrack
24%
Patientexperiencestrategies
Datasecurity
29%
40%
30%
20%
10%
0%
39% of Organizations Increasing IT Budget
Analytics/data investments
Patient engagement
strategies CRMplatforms
37%
33%
32%
25%
18%
15%
Activitiesnot EHR Addressing
analytics Revenuecycle tech
Care mgmt.tech
Populationhealth mgmt.
Survey indicates where new funding will go
11%
13%
15%
Regulatorycompliance
ImplementEHR
Mobiletech
23%
22%
18%
Privacy/Security
Source: Healthcare Provider Technology Spend Survey, IDC,
October, 2015 © IDC Visit us at IDC.com and follow us on Twitter:
@IDC @ldunbrack
40%
30%
20%
10%
0%
39% of Organizations Increasing IT Budget
Analytics/data investments
Patient engagement
strategies CRMplatforms
37%
33%
32%
25%
24%
18%
15%
Activitiesnot EHR Addressing
analytics Revenuecycle tech
Care mgmt.tech
Populationhealth mgmt.
Survey indicates where new funding will go
11%
13%
15%
Regulatorycompliance
ImplementEHR
Patientexperiencestrategies Mobile
tech
23%
22%
18%
Privacy/Security
Datasecurity
29%
Source: Healthcare Provider Technology Spend Survey, IDC,
October, 2015 © IDC Visit us at IDC.com and follow us on Twitter:
@IDC @ldunbrack
John Halamka, MDChief Information Officer
Driving Quality Care Across the Patient Journey
Acquire Serve Engage
CRM Reimagined for Healthcare
Engage
Patient Marketing
Acquire
Physician Referrals
Post-Acute SupportContact Center
Network Management
Case Management Home Health Services
Patient Services
Patient Engagement
Care Team Collaboration
Serve
Patient Journey
Connecting Care Across the Organization
Physician
Referrals
Contact
Center
Care
Coordination
Kristin DarbyChief Information Officer
CRM Reimagined for Healthcare
Engage
Patient Marketing
Acquire
Physician Referrals
Post-Acute SupportContact Center
Network Management
Case Management Home Health Services
Patient Services
Patient Engagement
Care Team Collaboration
Serve
Patient Journey
1-to-1 Patient Relationships
Home Health
Services
Care Team
Collaboration
Patient
Engagement
John DriscollChief Executive Officer
Driving Savings, Improved Outcomes and Patient Satisfaction
95% of patients would
recommend the program
38% reduction in
readmission rates
DEMO
Your Path to SuccessTowards personalized patient relationships
Collaborate across organizations
Reduce costs & utilization
Improve quality of care
Serve
Engage
Acquire
Connect to Your Patients in a Whole New Way
Healthcare Consumerism Session
11:30 a.m., Room 204-A
The Salesforce Experience
Booth 2675, Hall D
salesforce.com/himss17
Meet with us!
Thank Y uThank Y u