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Project Name

Transforming Patient Care with Salesforce Health Cloud: Ksolves Pharmaceutical Client Success Story

Industry
Healthcare
Technology
Salesforce

Overview

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.

Health cloud overview

Challenges

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  • Complexity in handling extensive patient records, diagnostic information, and treatment histories affects the system's performance.
  • Another challenge was instant data flow and integration without compromising the integrity and consistency of data.
  • Since the data was quite sensitive, it became difficult for the client to maintain compliance with healthcare regulations.
  • To maintain the data formats, duplicate records, and varying data quality standards across various sources, the client faced an issue.
  • Making the right decisions while managing large datasets and ensuring real-time access comes as another problem.
  • The client has unique processes and data that they want to configure in Health Cloud to manage large datasets, it comes as another issue.

Our Solution

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:

  • Our team had 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 the process improves patient interactions and ensures efficient patients, which leads to improved healthcare experiences.
  • With Salesforce Enterprise Service Bus Integration in Salesforce Health Cloud, we introduced a communication bus between different applications that creates a decoupled environment and allows each application to communicate independently without being tightly dependent on others.
  • By leveraging Experience Cloud, it is possible to host multiple websites based on different medicines for patient details capturing and patient onboarding directly from the website portal to Salesforce CRM.
  • We had integrated the PDFTron with Salesforce for patient registration. Not only this but we also built a tool with custom logic to find the duplicates and merge the patient record data based on defined criteria.
  • By integrating Twilio with Salesforce to overcome the SMS, Emails, and other notifications to patient’s contact.
  • In addition, the Ksolves team utilized the Salesforce Health Cloud data models to optimize the patient medication journey management project that includes:
  • Household Data Model: Helps to track the patients and their care network to make sure seamless coordination among healthcare providers, family members, and stakeholders.
  • Clinical Data Model: Integrated the EHR to collect patient data that improves care and enhances decision-making.
  • Health Insurance and Claims Data Model: Managed healthcare billing processes, ensuring efficient claims handling.
  • Care Program Data Model: Tracked and managed patient support programs, ensuring effective execution.
  • Social Determinants of Health Data Model: Assessed social factors impacting patient health and implemented targeted interventions.
  • Provider Data Model: Tracked healthcare providers, their specialties, and affiliations, ensuring resource availability.
  • Utilization Management Data Model: Managed healthcare costs with utilization management processes, facilitating authorization requests and reviews.
Results After Salesforce Health Cloud Implementation
  • Patient 360: Access real-time, comprehensive patient views, fostering informed decisions and enhanced care.
health
  • Patient Management: With our solution, the client can effortlessly monitor and collaborate with healthcare teams, accessing comprehensive patient data overviews that include medical history, treatments, and care plans.
  • Care Coordination: Leveraging PDFTron, Enterprise Service Bus(ESB), and FiveNine, the client's system can establish connections among healthcare professionals, caregivers, and patients, promoting effective coordination and ensuring informed involvement Integration of PDFTron, Enterprise Service Bus ( ESB ) resulted in enhanced patient onboarding which resulted in increasing the daily patient handling from 500 patients per day to 2000 patients per day.
  • Provider Data Model: Our organization successfully integrated the appointment scheduler with the Provider data model using best practices. We used the `getProviders()` call to filter and display providers in the UI and implemented REST callouts from Health Cloud to connect with the source system for appointment availability and booking.
When the default Health Cloud REST endpoints were insufficient, we developed a custom Apex class to interface with our appointment management system, ensuring all scheduling requests were handled externally. The external system maintained authority over provider availability and appointment statuses. We used Salesforce's Named Credentials for secure endpoint configuration and authentication, ensuring seamless integration.
  • Case Management: Utilizing PDFTron Case Triaging, the client guarantees timely problem resolution and effective management by optimizing workflows and automating processes through Health Cloud's tools which resulted in resolving more than 500+ cases per day.
  • Operational Efficiency: Enhanced efficiency through workflow automation, streamlined processes, and reduced manual data entry, supporting compliance management and performance tracking.
  • Clinical Decision Support: We Simplified decision-making for doctors by connecting Electronic Health Records (EHRs) to clinical systems and providing tools like drug interaction checkers and clinical guidelines.
  • Integration with Other Salesforce Products: Seamlessly integrated Health Cloud with Salesforce marketing and CRM tools for a unified experience.
  • Third-Party Integration: Enabled client to distribute logic and substantial data across various systems which enhanced performance and reduced system complexity.

Data Flow Diagram

Conclusion

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.
By implementing this Salesforce platform and utilizing the custom record merging tool, there had been a decrease in the existing record duplicacy from 15% to 0%

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