How Field Service and Salesforce Service Cloud are Transforming the Healthcare Industry and Revolutionizing Patient Care

Improving patient care and efficiency in healthcare with Salesforce Service Cloud and Field Service.

One of the main pain points in the healthcare industry is managing to provide good quality care while keeping costs at a reasonable level. Patients are complaining that it’s difficult for them to communicate with their healthcare providers and even the simplest task, of scheduling an appointment, is difficult to complete on average, it takes patients 6x longer than it takes them to make a restaurant reservation and 3.5x longer than it takes them to buy something online. (See here).

With Salesforce Service Cloud, it is possible to enable and enhance Patient Engagement, by offering a patient portal and access to mobile apps, for tracking progress, making appointments, and communicating with the healthcare provider.

Another facet of the quality of care healthcare organizations offers to their patients, has to do with the ability to reduce and prevent as many medical errors as possible.

One of the main benefits of using the Salesforce platform is its concept of Customer 360, where all patient information is stored in one place, and available to all the different people involved in the patient journey. This enables, for example, both a nurse in the ER Triage, where the patient typically starts their journey in a hospital and the Operating Room Anaesthesiologist, once identifying the patient, to immediately get access to all of their medical history, allergies and other important medical information. Another pain point in the healthcare industry is the need to cope with medical providers’ shortage. The situation requires healthcare providers need to be creative, in addressing this shortage.

Usage of the Salesforce platform can help address this issue in multiple ways, including:

  • Ensuring that healthcare resources are utilized in the most efficient way – by providing tools for managing the schedules of doctors, nurses, and other medical professionals, as well as the schedule of critical equipment (e.g., MRI machines or Dialysis machines) and other assets (e.g., Operating Rooms).

  • Automating as many flows and tasks as possible, especially those that are repetitive administrative ones, allowing medical professionals to focus on patient care.

  • Putting all relevant patient information at the fingertips of all medical professionals, at the time they need it, and offering them guidelines and insights they may use for offering personalized service to patients. This helps even novice employees, with minimal training, provide an excellent service experience to the patient.

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