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Page 1: Is Salesforce Health Cloud Right For You? What You Need To ...€¦ · Is Salesforce Health Cloud Right For You? What You Need To Know Before Integrating With It. 1. TABLE OF CONTENTS

Is Salesforce Health Cloud Right For You? What You Need To Know Before Integrating With It.

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TABLE OF CONTENTS

The Role of Engagement in Account-Based Marketing

Section I: What is Salesforce Health Cloud?

Section II: Is Health Cloud Right For You?

Section III: How to prepare

Section IV: Conclusion

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The healthcare industry is in the midst of massive transformation.Consolidation, changes in pay models, marked shifts in patient behavior, and new technologies coming on the scene are coalescing to redefine healthcare as we know it. Simultaneously, regulation and payment reform have heightened the focus on value-based care –– promoting quality over quantity –– and this is increasing pressures on providers across the spectrum of care from private practices to larger healthcare systems to figure out how to deliver an interconnected experience for patients.

This push towards connectivity and interoperability has resulted in a cascade of challenges for healthcare organizations as they determine how to overcome siloed data stores and closed off technology systems. The good news is most software vendors see the value in sharing patient record data, realizing there’s no benefit to locking it up or blocking it. But the next challenge to overcome is building the right systems that enable data to be shared.

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A majority of the enterprise electronic health record (EHR) platforms in use today weren’t initially built with data exchange in mind.

To expand the capabilities of these legacy platforms, many IT teams have turned to integrations with cloud-based systems to unify patient data, and facilitate communication across channels and devices as a way to not only enhance the overall patient experience, but also improve outcomes.

One such system is Salesforce Health Cloud. This cloud-based platform supports information exchange and interoperability by creating an environment in which everyone involved in the patient’s continuum of care has access to a real-time view of each patient’s health data and care plan. Those that have implemented Health Cloud are using it to empower care teams to deliver better care by having patient information readily accessible and build deeper one-to-one relationships with patients.

But is Health Cloud right for your organization? And what is involved in integrating with the system? This e-book will explore where Health Cloud really shines, what use cases it’s most appropriate for, and what to expect and how to prepare if you’re considering integrating with the platform.

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SECTION I

What is Salesforce Health Cloud?

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Health Cloud, introduced in 2015, is Salesforce’s answer to patient relationship management.

The cloud-based platform, which helps streamline care coordination, is part of the company’s push to help change how providers manage patient health across the patient’s spectrum of care. It combines data from multiple sources –– EHRs and EMRs, medical devices and wearables –– to provide a complete view of the patient. Since it builds off of Salesforce’s customer relationship management (CRM) technology, it aims to create a connected patient experience by tracking all aspects of patient care like treatment history, medications and even communication preferences in one place.

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How does Health Cloud differ from an EHR?

Health Cloud is designed to integrate with your organization’s EHR, rather than displace it.

In general, most EHRs are limited in their customization capabilities, and don’t offer an ecosystem of third-party developers and products. Additionally, users are reliant on the vendor for continuous improvement, where Health Cloud comes with Salesforce’s trademark customization and extendability. While many EHRs have expanded their features and functionality to include things like revenue cycle management and appointment scheduling and reminders, they are primarily built for practice management and maintaining health records. Health Cloud on the other hand is more about relationships versus records.

Health Cloud essentially offers a layer of pre-developed clinical functionality built on top of the Salesforce CRM platform. Thus, where Health Cloud shines is with:

• Patient acquisition• Patient marketing campaigns• Patient relationship management and engagement• Physician recruitment and outreach• Patient surveys and assessments• Care plan tracking and management• Patient risk stratification

If new patient acquisition, patient engagement or taking advantage of third-party functionality to improve patient outcomes and enhance the experience, are high priorities for your organization, it might be worth evaluating Health Cloud.

Access to the Salesforce partner ecosystem is another attraction for many healthcare organizations. This ecosystem comprises implementation and integration partners and a robust community of third-party software developers who are building applications to help further expand the capabilities of healthcare IT systems.

But Health Cloud does have some specific limitations that differ from the standard Salesforce experience. For instance, it’s only available in certain browsers, has access limitations and doesn’t yet support all languages. Salesforce is actively working through these known issues and with its recent acquisition of MuleSoft, it makes the platform even more appealing to healthcare IT leaders who’ve struggled to surface data as it’s been locked up in legacy systems.

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How is Health Cloud improving the patient experience?

There are a number of use cases for Health Cloud, and it’s currently being used across healthcare and life sciences organizations of all specialties and sizes, including provider, payer, health system, pharmaceutical, and medical device companies.

At its core, Health Cloud is all about delivering better care and a more personalized patient experience throughout the entire journey –– from the first interaction with a provider through to medical billing. Case in point, last June, Salesforce rolled out a version for payers to make it easier for insurers to connect with members and providers.

At a high level, Health Cloud is being used to:

• Track the patient journey and identify gaps in care

• Coordinate post-acute care

• Create concurrent care plans and scale care management

• Share knowledge through articles and protocols

• Build patient communities

• Connect patients to care faster

• Open the lines of communication (responding to claims inquiries, gathering feedback, answering treatment questions, etc.)

• Reduce readmissions

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Let’s explore a few of these use cases:

of patients visited more than one doctor after leaving the hospital following a procedure

73%According to Salesforce’s Connected Patient Report, 73% of patients visited more than one doctor after leaving the hospital following a procedure. This opens the door for a lot of critical care information to potentially be lost, miscommunicated or simply never shared across the care team. Some organizations are using the Post-Acute Care solution within Health Cloud to build and share care plans across the care team, including family members. The platform pulls data from the EHR or system of record, and can include important patient data like post-discharge instructions and medical prescriptions, and use that to send automated reminders or create tasks for care team members, to name a few. All of which supports the care team in providing a seamless care experience for the patient and preventing costly readmission penalties for the organization.

Drug makers are also utilizing Health Cloud to provide patient training and support in administering medications and therapies via mobile healthcare concierge apps. With some pharmaceutical companies moving towards specialized and precision medicine, providing on-the-go education to patients is critical. It also enables them to maintain quality control throughout the entire patient experience and open the lines of communication to help ensure patient adherence.

The bottomline is Health Cloud brings critical patient record data to one place and makes it visible to all parties –– from providers to payers and patients to drug makers. But despite Health Cloud’s capabilities, it isn’t necessarily the best fit for every organization. If your organization is exploring Health Cloud, there are a few key things to consider.

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SECTION II

Is Health Cloud Right For You?

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Just as no single system will provide an all-encompassing solution for the complex challenges within healthcare, Health Cloud is no different.

While Salesforce’s robust partner ecosystem continually introduces more solutions, Health Cloud will not take the place of an EHR. It’s geared toward the care team surrounding the patient and managing the patient relationship rather than the workflows of doctors and the health record.

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While Health Cloud is generally user friendly, it can present some

challenges for teams not equipped with the right resources.

There are also some complexities to be aware of before jumping in to an implementation. For instance, some legacy EHR platforms can make it challenging to integrate –– it might synchronize core EHR patient data, but not the patient’s entire clinical history. Other complexities to consider, include:

• Mapping job roles of new user types to accessible data in a compliant fashion is a significant exercise.

• Rich feature sets can increase training efforts.

• Certain patient experience functions like patient scheduling or real-time communication are external and require integration or re-creating complex logic.

With complexity also comes implementation time. Depending on your EHR, maturity of the team’s IT capabilities and ecosystem, as well as the current governance of architecture and information security/compliance, it can take at least nine months from design to go-live on certain use cases.

It’s also worth investigating your organization’s readiness before committing to Health Cloud. There are a few questions you can ask to determine your organization’s readiness.

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Take the Readiness Assessment:

This assessment can help you identify, at a high level, if your organization has the right architecture strategy in place to integrate Health Cloud.

� Does your team have the in-house expertise to implement Health Cloud?

� Have you standardized data across your organization?

� Do you have a clearly defined data accessibility/compliance policy?

� Do you have a middleware and/or messaging platform to facilitate integration?

� How well are your data sources communicating with one another?

� Does your EHR support the Fast Healthcare Interoperability Resources (FHIR) standard fully, and does it require mapping/configuration to function?

� Do you have a master data management system for patient data?

If you answered “no” to most of these questions, some preliminary work would need to be done to achieve readiness. The next section will outline what your organization can do to prepare for Health Cloud.

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SECTION III

How to prepare

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Despite some of the potential obstacles and current limitations of Health Cloud, it is proving a good investment for many healthcare organizations. Salesforce has shown they are fully invested in the healthcare industry and have promising enhancements on the roadmap. So, if you are exploring implementing Health Cloud, there are some key steps to take that can make the integration a smoother process.

Get buy-in from all stakeholders. There needs to be organizational buy-in. EHR and middleware teams need to be highly involved throughout the process, and thus, will need to commit if the integration is to stay on schedule. Getting input from all end users early on will also help shape workflows and support adoption when it’s rolled out to the team.

Create a sound security and compliance foundation. Any time a new system is introduced and data is exchanged it can expose vulnerabilities and create risk. In this case, you’ll want to clearly define access controls, align information security and clinical teams early on, and conduct a thorough risk assessment at the onset. This will help ensure data privacy and security, and reduce protected health information (PHI) risk exposure.

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2.

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� Identify a process you want to build in Health Cloud. Start by choosing one use case and gather input from the entire team.

� Identify the users.

� Get clear on business capabilities and what you expect Health Cloud to enable.

� Identify potential gaps that may require customization and/or third-party integration.

� Determine what data is needed. This will be informed by the use case you select.

• Are the stewards of this data aligned?

• Has the information security and compliance team reviewed the requirements?

� Determine your source systems. This will include your EHR or other system of record, scheduling tools, revenue cycle management platforms, etc.

• Knowing what data you want to use will help you determine the source system.

� Identify the directionality of data. Will data flow one way from the source or two ways between both systems? Is there middleware?

� Determine timeliness of data. Your use case will determine this. For instance, if it’s for scheduling, data will be needed in real time.

� Determine access points. Information security and privacy will be one of the biggest hurdles in implementing Health Cloud. It can make you vulnerable to exposing important data, particularly if appropriate permissions and accesses are not outlined prior. (Tip: Be ruthless and extremely selective about who has access.)

� Establish who will be responsible for the integration.

• Are you using a system integrator or consultant? If so, be sure you structure the scope of work terms to ensure you’re protected with regards to the delivery of dependencies and timeline.

• Are all stakeholders (business owners, leadership team, data stewards, IT system owners, etc.) aligned and ready to commit resources?

Identify the use case. Prior to investing the time, money and resources in a Health Cloud implementation, identify and understand your use cases. This will enable your system architects to determine the amount and structure of data that will need to be migrated from your current EHR or system of record.

Starting with one use case is also a good way to test Health Cloud and ensure it’s the right investment. To do this:

3.

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To further consider your organization’s technical capability

to integrate with Health Cloud you’ll want to identify

your pre-existing data endpoints as this can limit the data

available to the end user.

How will the data within your EHR or system of record will get to Salesforce? To facilitate the flow of data, it is helpful to have an HL7 dstu 2.x (Health Level Seven) interface engine in place (or support for HL7 messaging in your middleware platform), which is standard for exchanging healthcare data. HL7 is the precursor to the new FHIR standard and is more likely to be supported across common source systems (EHR, revenue cycle management, patient management, etc.). Health Cloud does support HL7 integration via partners –– it doesn’t come standard.

Additionally, many data exchanges are constructed in a point-to-point integration architecture, which is not ideal as more systems are implemented. If you do plan to add additional systems or grow through acquisitions strategies (which tends to introduce new EHRs and patient relationship management tools), a point-to-point integration architecture will often necessitate a redesign at some point. Thus, you may want to consider an enterprise service bus (ESB) or other middleware strategy to facilitate the data exchange.

Finally, be sure you have the technical team to support the integration. They should be able to understand the existing infrastructure –– current web services, applications, and flow of data to make the implementation a success.

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SECTION IV

ConclusionSalesforce Health Cloud

Salesforce Service Cloud

If you have any questions about Health Cloud or how to expand the capabilities

of Salesforce, MST Solutions is here to help. Contact us at, 855-350-6787.

As a departing note, many organizations currently using Salesforce often ask if they can achieve the same results with Service Cloud. And certainly, there is a lot you can do with Service Cloud alone, particularly if gaining a 360-degree view of the patient and delivering a more personalized experience are priority. Where Health Cloud differs is with the ability to develop care team networks, patient profiles and health timelines, as well as intelligent task management, which is known as the “Today Page.” This makes it easy for anyone on the patient’s care team to get a comprehensive snapshot of the patient in a single page view. A few other features that fall outside of Service Cloud, include:• Collaboration across the care team• Build and manage concurrent care plans• Advanced patient segmentation• Risk stratification (via Einstein Analytics)• Mobile patient and care coordinate communication• Patient and clinical data modeling• HL7 and EHR integration (via partners)

Health Cloud is a powerful tool in orchestrating and enhancing the patient relationship and overall experience. But with any new system integration, there is a lot to consider prior to making the investment in the integration. You’ll want to be sure you have the right architecture, security and team in place to navigate the integration and ensure you maximize its capabilities.

• Service console

• Case management

• Case escalation rules & queues

• Case capture: web & email

• Case auto-assignment

• Case email-auto response

• Case milestone tracker

• Task & activity management

• Service contracts & entitlements

• Knowledge base

• CTI integration

• Omni-channel routing

• Omni-channel supervisor

• Order Management

• Asset Management

• Customizable reports & dashboards

• Chatter collaboration

• Salesforce mobile

• Custom profiles & page layouts

• Google apps integration

• AppExchange integration

• Lightning App Builder

• Unlimited customer applications

Complete Patient View

• Health Timeline

• Patient Profile

• Care Team Network

Care Team Productivity

• Intelligent Task Management (Today

Page)

• Care Team Collaboration

• Concurrent Care Plans

• Care Plan Customization &

Management

• Advanced Patient Segmentation and

Lists

• Risk Stratification (Einstein Analytics)

• Lead to Patient Conversion

• Health Cloud Empower: Mobile

Components

• for Care Team and Patients

• Lightning Experience

• Householding Map

• Assessments (Survey Functionality)

• Field Service Lightning Integration

Clinical Data Management

• Individual Patient Model

• Clinical Data Model

• HL7 v2 ADT Adapter

• EHR integration*

• HL7 integration*

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