If you have been thinking about improving patient experience at your organization, you aren’t alone. Health providers are focused on the patient experience more so now than ever before, and with good reason. Disconnected technology and outdated systems often lead to gaps in care, frustrated patients, and unnecessary expenses for providers. Technology has completely revolutionized other industries, however, healthcare always seems to be slow to adapt.
And when new technology is finally adopted, it often creates simply another silo of information or another place to do work. Even for the most cutting-edge technology, adding in another disparate solution will often just create more frustration, instead of value. Modernizing or improving the patient experience requires not just the adoption of new technology but a strategy to make it all work together.
We think that just makes sense. However, choosing the right technology and the right partners to make it all work can seem overwhelming or intimidating.
This might be hard to believe, but it doesn’t have to be.
As with many things, it’s important that we start here with the why. Why should we care about improving the patient experience with modern technology? Here are four amazing reasons that highlight why this is a win-win for any healthcare provider.
Everyone is trying to expand their outreach to patients who don’t know they exist. You want people to hear and see your name while they’re trying to choose the right facility, and have positive recognition for your organization. On the other side of the spectrum, you have to manage your referral channels, build relationships with referral partners and make sure you are top of mind for patients that are a fit. A platform like Salesforce lets you manage both sides of the equation. Salesforce can track the relationships with your referral partners, and highlight where you should be focusing your referral efforts. And by extending your data even further into Marketing Cloud, you are also able to proactively reach out to patients who are living with chronic diseases, but aren’t actively seeing a physician.
Now that your referral channels are healthy and your facility is full, you can focus on automating and improving the referral process. These are where the service-based aspects of Salesforce really shine. Not only will the integration with your EHR track each touch you have with the patient, it will save your employees time and spare them common human errors that occur in the scheduling process, ultimately saving you money and boosting your reputation.
No matter how great your care team is with manual processes, there will always be some level of miscommunication. By keeping all patient information — care plans, care teams, and assigned tasks — all in one place (like in Salesforce, for example), you can ensure that every provider has the data they need at the point of care. Keeping everything in one place from the very beginning will also help keep the patient fully informed and engaged in their care. The care provider doesn’t have to defer to a colleague or go searching for the requested information — it’s all in front of them.
Readmissions. What a heavy word in the healthcare industry. We want to avoid them at all costs, right? With an integrated approach, you can set up an effective follow-up system to ensure the client is following their post-care regimen, picking up their medication, and making appropriate follow-up appointments. You’ll also be able to improve your care in the long-run by gathering feedback through patient surveys.
We’ve said it so many times before: integration does not have to be complicated. One of the most important steps in the process is picking the right partner to help you through your integration. Once you’ve identified the right person in your organization to spearhead the efforts, the right partner will help you through your project plan and be transparent about the pricing behind the services they provide. Questions like “What will be my projected ROI, and what is your cost compared to competitors?” are all questions a good integration partner should be able to answer for you.