Patient Engagement with Salesforce

The Challenges of Patient Engagement

Consumer attention spans have never been smaller, but the importance of healthcare has never been bigger. Here's the challenge, however. Hospitals often struggle to connect with patients. When patient engagement drops, it brings everything else down with it, including care plan adherence, health outcomes, and revenue opportunities.

It happens for a variety of reasons:

• Generic communications
• Wrong timing
• Lengthy Approvals
• Long gaps between communications

When engagement doesn't click, hospitals lose the chance to support patients on their health journeys. Ultimately, this means they're also losing out on earning loyalty and taking the reigns on driving positive health outcomes.

The Solution

Salesforce isn't just about one tool. It's a connected ecosystem. With platforms like Health Cloud, Marketing Cloud, Agentforce, and Einstein AI, Salesforce enables personalized patient engagement that delivers the right message, at the right time, on the right channel. Here's a breakdown.

Health Cloud

• Unifies patient information from EHRs, marketing tools, billing systems, and claims
• Uses EHR data to automate appointments, care plans, and care plan adherence
• Monitors gaps in care to reconnect with disengaged patients

Marketing Cloud

• Reaches out to patients based on their preferred channels, like email or text messages
• Segments patients based on clinical, demographic, and marketing data from Health Cloud
• Ensures that every message is personalized

Einstein AI

• Predicts which patients are most likely to engage
• Spots potential no-shows and triggers rescheduling workflows
• Recommends personalized outreach strategies

When Health Cloud, Marketing Cloud, and Einstein come together, they create a patient engagement engine that makes the human touch more powerful.

Key Features That Drive Success

1. Hyper-Personalized Outreach

AI makes it easy to treat every patient as an individual. Einstein analyzes data from Health Cloud, such as EHR records and social determinants, segmenting patients based on their health needs to deliver tailored outreach.

For example:

• Medication reminders when they're needed.
• Educational content specific to a patient's diagnosis or lifestyle.
• Post-treatment follow-ups that feel personal.

2. Real-Time Support Across Channels

Outreach doesn't occur in a single direction. It's bi-directional, and impressions are crucial when a patient attempts to engage with a hospital. Whether it's scheduling an appointment, resolving a billing concern, or accessing lab test results, positive engagement starts with support that is available.

Salesforce allows hospitals to offer patients consistent support experiences through the channels they prefer, like chatbots, phone, and email.

3. Re-Engagement

Disengagement will happen. When it does, it's vital to spot and correct it. With Einstein AI, hospitals are able to see disengagement patterns early.

For example:

• Triggering reminders for overdue check-ups.
• Offering surveys to understand barriers to engagement.
• Highlighting relevant new services to draw patients back into their care plan.

Engagement is about meeting patients where they are...and giving them a nudge they need to re-engage.

The Results

AI amplifies the human touch. Patient engagement with Salesforce delivers measurable results by plugging the gaps and scaling engagement.

• Better Health Outcomes
  Engaged patients adhere to care plans, leading to fewer complications.
• Higher Appointment Attendance
  Predictive AI makes minimizing no-shows easier and ensures patients get the necessary care.
• Operational Efficiency
  Automating repetitive tasks frees staff to focus on higher-value work.
• Improved Revenue
  Engaged patients stay loyal and in your network.
• Stronger Retention
  Patients are more likely to return when they feel supported and understood by their care providers.

The Bottom Line

Patient engagement isn't impossible, even in a world of packed inboxes and busy lives. With Salesforce's AI-powered toolset, hospitals have the tools to deliver a human touch at the right time, with the right message, on the right channel.