Navigating the complexities of item management, substitutions, and additions in the healthcare supply chain carries many risks. Not only is patient safety at stake, but manual processes lead to regulatory and compliance concerns as well.
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It’s clear the manual processes, undefined workflows, disparate communication, and poor reporting that define item management aren’t compatible with organizations looking to grow revenue.But there’s a better way.
Ensuring medical items are stocked for upcoming or ad-hoc patient operations and services, Automating Follow-Up Review
Case queue management, automated follow-up for reviews, and triggered communications
Centralized workflows, robust reporting, automated communication, and regulatory compliance
To start, we recommend using Salesforce Service Cloud as the primary automation and declarative engine. Service Cloud's versatility, scalability, and configurable object model helps us create the communication, reporting, and workflow engines needed.
At the highest level, this use case aims to solve the challenges of three personas – supply chain teams need to ensure items are stocked for operations, finance teams need to analyze cost on patient benefit, and clinical teams need to conduct safety reviews in order to ensure patient safety.
Configuring Service Cloud for item management starts with creating personas, permissions, and roles for the key stakeholders. These include:
Service Cloud's case object allows us to group every inventory request into unified data points. This means that we configure queues for item additions and substitutions.
We configure roles that route each case to a team member based on whether the request is an addition or substitution. This means that specific tasks are routed to the best team member to handle it, given that each request may require oversight from members of the value analysis team (VAT). Item specific documentation can be attached to each request in order to provide additional context for factual, quick decisions.
We empower committee members with a chat function on each case. This allows all stakeholders to quickly ask clarifying questions, voice concerns, or add context to requests.
Item reviews are crucial for measuring patient benefit and ROI. In order to ensure items are reviewed at the right time, we configure a workflow that automatically schedules follow-ups with the VAT or any other necessary stakeholders. This process ensures that reviews don't slip through the cracks, and ensures regulatory compliance.
In order to enable supply chain, clinical, and financial leadership with the right data to drive better decisions, we configure a standard dashboard that contains:
This dashboards helps assess the item management process, and empowers leaders eliminate roadblocks to maximizing patient safety, compliance, and inventory health.
Holistically, this system enables Service Cloud to act as an item management platform to accelerate revenue, make processes more efficient, and ensure KPIs are being met.
Ensure requests, approvals, and communications are consistently handled across key stakeholders
Measure health outcomes, ROI, and efficiency with robust dashboards that highlight the most important KPIs
Retain all of your most important data in a centralized record-of-truth