Navigating the Era of Patient Relationship Management with Salesforce Health Cloud


Written by Jim Goldfinger, VP Client Value Networks & Strategic Alliances

As the world of healthcare has evolved over the past few years, we are seeing a dramatic shift in focus to the patient. Patients don’t necessarily need more medication, they need more support. We need to heighten our focus on healing, not just treating. Life Sciences and Healthcare companies need a technological platform to help manage these newer, more complex, and more personal relationships with patients. In my opinion, Salesforce Health Cloud, which is scheduled for release in February 2016, offers the capabilities to adapt to and embrace the growing industry trends.

Saying we want to “focus on healing, not just treating” is great, but what does that mean in real life? What changes are patients looking for and how can we evolve to meet these new expectations?

Improved care management starts with transparency among extended caregivers. For optimal care management, everyone in the patient’s ecosystem needs to become involved in the process. Within the context of industry security regulations, all members should be able to easily access patient information.

Systems of record are shifting into systems of engagement. Legacy health systems have traditionally lived in silos and have not been focused on the point of care, but on the processing of activities after the fact. The shift toward systems of engagement requires the collaboration of both healthcare payers and providers in the effort to store not just patient records, but patient relationships.

Wearable devices create new opportunities for proactive care management.
Not only do wearable devices aid in the current treatment process of patients, they can also prevent future health risks. Through the capture and use of data provided by the Internet of Things, patient relationship tools are allowing healthcare providers to proactively treat their patients. We can now take a step into precisely targeted and managed care that is personalized for each specific patient.

Cloud technologies open opportunities to share information across constituencies. Information is no longer only accessible from just one location. With cloud technologies, patients and members of their care teams make it infinitely easier to share and access health information no matter where they are.

The trends and realities above lead to an opportunity to leverage cloud solutions as a fully transparent system of engagement to help improve the care continuum by connecting the various systems of record and inputs in an agile, and easy to use/access platform. Following the considerable success that has had in creating a near monopoly for customer relationship management across all industries, their entrance into healthcare by virtue of the introduction of Health Cloud is “just what the doctor ordered.”

In our 15 years of working with both payers and providers, we at HighPoint Solutions have never seen a more innovative platform that encircles the entire patient ecosystem in the treatment process. Salesforce Health Cloud is going to be a major gamechanger, and we are very excited to be involved as healthcare embraces this new era. To us, it’s a perfect storm.

You can watch the demo here, and see for yourself!

For more information, contact Jim Goldfinger at

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