Layla Care improves care coordination with personalized services.

Nearly all of us need a little help with our mental health at some point in our lives. But sometimes, it can be hard to find the right assistance.

Layla Care is on a mission to empower people to take control of their mental health by connecting people to the most suitable therapist or group, in a warm and dependable way. The organization works with 350-plus therapists (and growing) across four Canadian provinces. To date, it has connected 15,000 patients and facilitated 100,000 sessions. 

Headquartered in Toronto, Layla Care has embraced an innovative technology-powered approach, which enables it to be efficient, consistent, and patient-centric. Its 30-plus employees mainly work remotely, with the office acting as a collaboration hub. In addition to patient-centricity, the company’s values and culture are based around being responsive and dependable, adopting a growth mindset, promoting diversity, and working together as a single team in a supportive environment. 

To address clinical capacity constraints, efficiency and innovation are key.

One of the challenges facing Layla Care is clinical capacity constraints. “To help as many people as possible, we need to be efficient and innovative,” explained Samer Abughannam, Co-founder and CEO.

With numerous stakeholders, including patients and therapists, as well as internal teams, Layla Care needs centralized information, data transparency, and standardized workflows to deliver on all these goals. This is where Salesforce comes in.

A standardized intake process and centralized data ensure a seamless patient journey.

Service Cloud supports Layla Care’s employees, so they can ensure a seamless patient journey. The Salesforce platform helps the organization to coordinate the intake process and securely store patient information.

Reaching out for help can be hard, so it’s important that patients have a friendly and dependable experience.  Standardized workflows in Salesforce ensure that every client experiences an effective onboarding process. And with Salesforce automating processes, Layla Care’s employees can focus on their patients. “We want every client to know that they are important,” explained Taylor McAllister, Clinical Product Manager. “We need to be organized, and with Salesforce we can ensure we capture the right information at the right time.”

As any healthcare organization, Layla Care has to capture and store sensitive client data. With Salesforce, Layla Care can ensure client and therapist information is securely stored in compliance with industry regulations. “It’s impossible to underplay the importance of the security aspect when it comes to our data,” commented Abughannam. “Salesforce helps us ensure all our information is protected and compliant.”

Layla Care’s care coordinators are experienced professionals with a background in mental health. They are responsible for making the vital connections between patients and the best-suited therapist based on a complex array of factors. Their recommendations to clients are assisted by a proprietary Layla algorithm. “Our clinical and digital experts worked together to create a unique algorithm within the platform that supports care coordinators in their decision-making,” explained McAllister. 

One of their core values is taking a proactive, growth-driven mindset, which means Layla Care is continuously evaluating and improving its processes. Salesforce provides the reports and data analytics that help them do this. “Salesforce reports help us identify where we can streamline processes or improve patient experiences,” commented McAllister. 

Access to innovation helps create better experiences for patients, therapists, and employees.

Salesforce helps Layla Care put improvements into practice to enhance business processes. “Salesforce’s adaptability, scalability, modularity, and access to new innovations means we can experiment faster and at lower cost,” explained Abughannam. “The platform helps us align our work to our values, enabling us to provide better experiences for our patients, therapists, and employees.”