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Piedmont Healthcare + Salesforce | Putting Patients at the Center

12 Jun 2022 · 1 min

Watch on YouTube

0:54

A short customer-story video in which Piedmont Healthcare describes how the COVID-19 pandemic reshaped their operations. Piedmont, an 11-hospital integrated health system, activated a 1-800 COVID triage line staffed by nurses who handled thousands of calls; Salesforce and Health Cloud enabled rapid onboarding and integrated patient information (Customer360), supporting a patient-centered response that the speaker calls overwhelming but spectacular.

Questions this video answers

11 hospitals.

A 1-800 telephone line for COVID triage.

Nurses (call-center staffed nurses taking phone calls thousands a day).

Chapters

The pandemic in Piedmont fundamentally changed the landscape for us. When the first wave hit Georgia, we decided we needed to be a resource for the community. We are an 11 hospital integrated healthcare delivery system and we activated a 1-800-line to help with COVID triage. And we had nurses taking phone calls thousands a day. They don't usually answer phone calls in a call center type situation, so Salesforce allowed us to onboard them quickly. And Health Cloud allows for not only the day to day interactions with our call center agents, but most importantly, it's allowing us to integrate other information from across the health system. The customer360 really gets at the heart of what Piedmont is all about, which is putting the patient at the center. When I look back in our ability to respond to Covid, it was overwhelming, but it was spectacular.