This YouTube clip opens by diagnosing the U.S. health care system as costly and underperforming, attributing the fundamental breakdown to poor coordination, collaboration, and communication among caregivers and patients. The speaker argues that technology—specifically customer relationship management (CRM)—can unify disparate data (EHR, claims, credit, environmental) to provide a 360° view of patients, improve engagement, build trust, lower total cost of care, and that Salesforce was chosen as the first step toward that platform.
Chapters
We have a health care system that costs too much and does too little. The industry and the country is going to demand that we do more faster for our patients and for our families. The fundamental breakdown in healthcare is coordination, collaboration and communication. It's not just the doctor or the nurse or the pharmacist or the social worker. The patient is an equal partner. What's remarkable is how poorly we connect patients and providers to actually practice as a team. It's dealing with a variety of technologies and having to look in various places for different pieces and parts of information around what a member may be experiencing. In many ways, your bank knows more about you and where you are than the healthcare system, which is crazy. We have to think differently about innovation and the application of technology. Technology's led the way in other industries. We've got to make sure that technology is seen as a real partner for health care. We need look for a new platform, which is where customer relationship management comes in. CRM is a great unifier that brings together this community of caregivers so there's complete fluidity of information sharing. The integration of EHR information, claims information, credit information, environmental information is all relevant to better patient outcomes. It equips our associates with a 360 degree view of what's going on with that member. And what that does is that builds trust. If we can leverage technology and bring people together so that patient relations are managed in a more intelligent and holistic way, we're not going to bend the cost curve, we're going to break it. If we meet them where their health is will result in overall lower total cost. And if you can lower cost, improve outcomes and make people happy, it's a pretty good business value proposition. We chose Salesforce because Salesforce was the first step and it was an important first step. We are leveraging Salesforce to make sure that patients are informed and they're engaged directly, empowering them, if you will, to help themselves heal.
