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Digital Transformation

New Salesforce Care from Anywhere Innovations Improve Patient Access and Deepen Relationships

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It’s no secret that COVID-19 accelerated the demand for an always-on, digitally enhanced healthcare system. Patients now expect care delivered in non-traditional settings including at home, at work, and even on-the-go. 

Healthcare and life sciences organizations need to meet their patients, members, and customers where they are to deliver the right care, at the right time, from anywhere.

This is exactly what Salesforce’s care from anywhere innovations are designed to do. These new technology innovations deliver stronger relationships across healthcare and life sciences organizations from anywhere. By tapping into these innovations, they can streamline operations and ultimately, drive better health outcomes.

“For years, the healthcare system has struggled to catch up with the innovation we were seeing across other industries. But the pandemic forced us to accelerate digital transformation and provide the healthcare system with digital-first and always-on patient-focused solutions,” said Kevin Riley, SVP and GM of Healthcare and Life Sciences at Salesforce. “These new care from anywhere innovations ensure that we continue this digital transformation in healthcare and empower providers, payers, care coordinators and pharmaceutical companies to deliver care for patients wherever they are.”

“These new care from anywhere innovations ensure that we continue this digital transformation in healthcare and empower providers, payers, care coordinators and pharmaceutical companies to deliver care for patients wherever they are.”

Kevin Riley, SVP and GM of Healthcare and Life Sciences at Salesforce

In addition to already available offerings supporting access to care, scheduling and assessments, patient and member outreach, care coordination, and patient services, Salesforce is also rolling out:

  • Remote Patient Exception Monitoring for Health Cloud, which surfaces data and insights from connected devices directly within a single dashboard to help providers and care coordinators create a personalized connection with patients to better monitor health conditions, all without ever having to step foot into a provider’s office. 
  • Intelligent Appointment Management for Health Cloud, which maximizes appointment scheduling efficiency by suggesting the right appointment for the patient at the right time–whether at home or in the office–to help reduce no-shows, administrative costs and time spent on calls with a scheduler.
  • Medication Management for Health Cloud, which helps health systems, pharmacies, small practices, retail outlets, and others manage medication lists, regardless of where care is accessed.
  • HIPAA Compliance for Salesforce Maps, B2C Commerce, and Salesforce Order Management, which enables in-home patient care companies to safeguard patient health information while helping to increase their efficiency in the field and offer personalized care.

Remote Patient Exception Monitoring for Health Cloud offers real-time care from anywhere

In the past, patient and provider visits had to be conducted in the office so patients’ vital signs and related data could be collected in person. However, with connected devices, remote monitoring in healthcare is simplified because the collection of patient reported outcomes and data can be recorded without having to step foot into your doctor’s office.

With Remote Patient Exception Monitoring for Health Cloud, care coordinators can personalize target metrics for each patient, making it easier to identify healthcare gaps. Additionally, care coordinators can access charts that show patients’ vital signs and other health metrics such as heart rate, blood glucose levels, and weight to track patient health. For example, if a patient is pre-diabetic and their A1C levels are high, providers can set up a journey with the patient to monitor their A1C levels through a connected device, and engage with them in real-time if it gets too high again.

 Remote Patient Exception Monitoring allows patients to use mobile medical devices and technology to gather patient-generated health data and send it to healthcare professionals.

Intelligent Appointment Management for Health Cloud helps minimize appointment no shows and reduce administrative costs

Before the pandemic, missed appointments and no shows accounted for more than $150 billion dollars in lost revenue in the United States each year. This is caused in part because schedulers have to navigate through multiple electronic health record systems to locate appointment availability, which often is not the most convenient slot for the patient.

Intelligent Appointment Management for Health Cloud helps patients schedule appointments through the channel of their choice: agent-assisted or self-service. With this new functionality, the self-service option provides the patient with the option to independently schedule their own appointment via their laptop, desktop or mobile device. With the call center option, schedulers can simply select the desired visit type and available appointment slots are returned in real-time for the patient to choose from. Pre-visit questionnaires can be added and customized by appointment type to meet the needs of any practice and help streamline the check-in process for patients.

New self-scheduling capabilities in Intelligent Appointment Management helps empower patients to easily schedule their own appointments from anywhere 

Medication Management for Health Cloud offers a single view of patient prescriptions

Every year in the United States, medication non-adherence is responsible for $290 billion in otherwise-avoidable medical spending. Today, many clinicians and healthcare organizations still manage their medication reviews manually and across disparate systems, making tracking patient medication use, interactions, and outcomes more difficult to monitor and measure.

Medication Management for Health Cloud provides a single, consolidated list of a patient’s medications in one place to help coordinate care.  With the Patient Medications Manager tool, pharmacists, technicians and other healthcare providers can view and manage details of all the medications a patient is currently taking or has taken in the past. 

Additionally, Medication Management for Health Cloud integrates with RxNorm, which includes identifiers for medications and provides a normalized naming system for generic and branded drugs in the United States. RxNorm also provides tools that link names to many of the drug vocabularies commonly used in pharmacy management software programs.

With the Medication Listing Page, Manage medication lists and histories to improve a patient’s health outcomes and lower the risk of adverse drug events.

Expanded HIPAA compliance safeguards patient health information

Salesforce Maps helps patient outreach, sales, or service operations teams plan territories and efficient routes, streamlining administrative work caused by mapping, and helping reduce drive times for representatives in the field. 

Salesforce Maps helps ensure healthcare and in-home patient care companies can safeguard the privacy and security of protected patient health information while building optimized schedules and routes based on constraints like skill sets needed or fixed appointment times. Home health aides, for example, now have an easy, secure way to plan their visits, stay on top of business processes, and keep track of important details and sensitive patient data on the go while improving care.

Aides can securely access and update patient information on the road in order to prepare for appointments and capture any post-appointment notes.

With Salesforce B2C Commerce and Salesforce Order Management, companies can set up an ecommerce store that is agile, scalable, and provides a personalized shopping experience. With B2C Commerce and Order Management becoming confirmed as HIPAA-compliant, companies can handle patient data while maintaining speed and shipping orders from anywhere including retail health locations, pharmacies, distribution centers and anywhere else inventory is available. 

In addition, when placing an order — for medicine, personal care, or home health products — customers can shop with confidence knowing their personal identification data is private and secure through use of Salesforce Order Management, allowing businesses to set permissions around certain pieces of patient information on a need to know basis, such as names or billing. For example, if a company has a call center and a patient calls in, they can provide their name to the representative without having to share the items in the order, allowing their product information to remain confidential. 

Care from anywhere innovations bring a digital-first mindset to healthcare

The healthcare system has irreversibly changed and care from anywhere is about enhancing the future of health. One that is digital-first, patient-focused, and always-on. With these new innovations, we’re powering the path to making care accessible at your fingertips–whether that’s digitally, in the field, or at a retail pharmacy. 

More Information

  • To learn how Salesforce customers are implementing care from anywhere innovations, find more information HERE.
  • To learn more about Salesforce Maps for patient care, find more information HERE.
  • To learn more about how Salesforce customers are innovating from anywhere, find more information HERE.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit, or call 1-800-NO-SOFTWARE.


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