At-home care is proven to reduce readmissions, free hospital beds, and lower care costs. However, its complexity presents new infrastructure and process challenges. In response, our client reimagined how at-home care with Salesforce could streamline program development, enhance care operations, and scale services across multiple providers.
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At-home healthcare is complex. Hospitals have the human resources needed to provide care, but operational gaps prevent them from delivering it in the comfort of a patient's home.
This is where our client sought to build the industry's first scalable at-home care platform.
They needed a way to tie together the processes related to enrollment, care team assignment, monitoring, engagement, and analytics – and scale those home-care capabilities to multiple hospitals and health systems.
EHRs provide a great database of patient information. However, our client needed a platform to use this data to assess eligibility, onboard, and coordinate care. Point solutions wouldn't cut it, so our client sought a partner to build a custom solution on the scalability of Salesforce.
Building a scalable platform to help multiple providers overcome operational obstacles to providing at-home care
Health Cloud, Experience Cloud, and Mulesoft
Reduced cost of care, increased hospital capacity, less readmissions, and better care team alignment
On paper, at-home care is one of the most effective ways to improve health outcomes and lower healthcare costs. As a result, many providers are seeking ways to offer primary, palliative, and acute care in the home. However, while hospitals have talented clinical staff, they lack the technology and process to:
Our client recognized these challenges and sought to solve them with the industry's first scalable at-home care platform. But first, they needed a healthcare-focused partner with the chops to help them build it.
Along with the healthcare experts at Penrod, our client envisioned a platform that would help providers use their EHR data to find eligible patients for at-home care. Once assessed, the platform would allow providers to plug their clinical teams into automated referral management, patient onboarding, and care coordination processes.
Penrod proposed that Health Cloud's and Experience Cloud's flexibility made Salesforce the perfect foundation for a scalable at-home platform.
The first step was using patient data to coordinate at-home care as seamlessly as possible. After all, patient data lives in the EHR at most providers. However, EHRs aren't known for flexibility or engagement. Thanks to the power of Mulesoft, Penrod integrated EHR patient and scheduling data into Health Cloud and Experience Cloud. The platform accesses the correct data at the right time and puts data in the at-home caregiver's hands, demonstrating the power of connecting an EHR with CRM platforms.
Thanks to Health Cloud's declarative workflows and scalable infrastructure, the platform is built with rapid adoption in mind...multiple hospitals can be plugged into into the referral, onboarding, care delivery, and off-boarding capabilities, empowering them with at-home care capabilities.
AI models evaluate emergency room, inpatient, or clinic patients for at-home care eligibility based on multiple data points. If approved, Mulesoft triggers guided workflows in Health Cloud that empower our client’s liaisons to work with the family or patient to plan the transition to at-home care.
If patients are deemed a fit, Health Cloud runs benefits verification to ensure a patient is eligible for at-home care. If eligible, care managers develop a care plan and assign the best community partners for a patient's care needs. Schedules are created by cross-referencing patient and care team availability from EHR schedules, preventing scheduling issues.
Automated workflows help providers run home assessments, activate remote monitoring devices, and assign care teams.
Care can be coordinated over various channels, including SMS, phone, or web conferencing. Care goals are centrally stored on the patient record, allowing care teams to focus on improving patient health outcomes. Additional data from monitoring devices like heart rate, blood pressure, and oxygen levels help care teams make real-time decisions for intervention.
Discharge workflows set patients up for success and help automate manual processes like device collection.
A provider portal gives physicians access to scheduling, home assessment tools, and care team roles. Additionally, patient data from the EHR gives in-home care teams the right amount of data in the field to provide better patient experiences.
Our client's platform also improves patient experiences. Each patient is given access to a portal to access their care plans, see progress, provide feedback, and monitor health information from their devices.
With the help of Penrod, our client helps providers offer at-home care to suitable patients across referral management, onboarding, care delivery, and off-boarding.
Built on the scalability of Health Cloud, Experience Cloud, and Mulesoft, the platform integrates patient data to identify eligibility, coordinate care, and enhance patient engagement, all while reducing costs and increasing hospital capacity.
As the healthcare landscape continues to evolve, our client's platform will help more providers embrace the future of at-home care.
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