Trying Your Patients? Discover the Key for Better Patient Management

What do consumers want from healthcare professionals? Beyond the basics (knowledge, capable practice, and availability), healthcare consumers want connected, relevant experiences. 

So how do current engagement efforts stack up? Just 40% of healthcare consumers say current communication efforts across the healthcare industry feel relevant to them, and more than half don’t know how to access their own comprehensive health record. 

Healthcare consumers want real-time communication across multiple channels, including through SMS/text and live chat, and 82% say it’s important to have access to their health information through personalized portals. One in five already uses portals to communicate directly with providers and insurers. 

The good news is that as technology advances, providers and insurers can improve experiences for everyone.

How can patient management technology help?

At its heart, patient management is any program, application, or initiative designed to facilitate better patient communication. Modern patient management software connects data across existing systems to keep everything organized and up to date. The end goal is to facilitate a better experience for healthcare consumers through reliable data and improved communication. 

This is customer relationship management (CRM) for the healthcare industry. Much like a CRM used in a sales function for marketing teams or even customer support, the best solutions are cloud-based and facilitate engaged one-to-one journeys.

Patient management software facilitates better communication by giving patients a voice. Patient surveys encourage honest feedback and demonstrate that providers are committed to improving and working together. Social media connectivity allows patients to evaluate providers, network with other patients, easily access relevant care information, and play a more active role in their own healthcare.

But these benefits only scratch the surface.

How does patient management technology enable providers?

Managing a single person’s healthcare is a high-stakes job with little room for error. As more patients are added to the mix, it becomes even more complex, especially when 83% say it’s important that providers know them personally beyond their health record. The right technology can help providers do the following things:

Improve record-keeping.

Part of fostering a one-on-one health journey is empowering patient engagement — and that includes record-keeping. Patient management software, when combined with existing electronic health records (EHRs), bridges the gap and makes it possible for providers and patients to have easy, direct access to patient data.

Collect real-time patient data.

Patient management software is also capable of collecting vital data from medical devices through IoT connectivity to more quickly and accurately analyze up-to-the-minute patient data.

Progress toward interoperability.

Patient management software can help solve the long-standing problem of interoperability in healthcare. Fewer than 30% of American hospitals are capable of interacting with other medical systems to find patient records, send them electronically and securely to other medical institutions, receive new patient data, and integrate that data into the patient’s EHR. It ensures seamless communication through standardization and compatibility with EHRs.

Make smarter decisions.

Further technological advances are poised to transform the patient relationship. Artificial intelligence (AI) offers predictive capabilities that help providers proactively address patient needs and deliver individualized care at scale. Healthcare consumers see AI as an enticing prospect in healthcare: 84% believe it will help with health-related reminders, such as care plan tasks and health goals.

What about for payers?

Fifty-two percent of consumers expect to find whatever they need from a company in three clicks or less — health insurance companies are no exception. Nearly all members want personalized interactions and access to easy-to-understand benefits and detailed cost and copayment information. But 59% still find themselves repeating information more than once and experiencing difficulty understanding out-of-network claims processes. 

Effective patient management software streamlines communications for payers through member portals. Members have access to relevant information without having to pick up the phone. Claims are quickly managed and statuses are available at the push of a button. Members can even review and compare available care providers.

When a phone call is necessary, service agents also benefit with direct access to automatically updated claims and health records, member preferences, and history. This allows agents to provide a level of personalized service that would otherwise not be possible.

Get started.

Today’s patients are educated, involved, and up to date with new technologies. They want a healthcare ecosystem that is just as up to date and healthcare professionals willing to work with them rather than simply working for them. 

Salesforce has incorporated its comprehensive CRM knowledge to create a patient management solution that revolutionizes how providers and insurers manage data with a single, unified view of every healthcare consumer.

Salesforce Health Cloud integrates across systems, platforms, and devices so that data is securely shared, transferred, and accessed by any authorized user anywhere in the world. 

To learn more, see how to bring providers and patients — and insurers and members — together like never before.


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