Healthcare Consumerism: Understanding the Person Behind the Patient

Transcription

1 Healthcare Consumerism: Understanding the Person Behind the Patient Session 169, Wednesday, February 22, 2017 Joshua Newman, MD, MSHS Chief Medical Officer, Salesforce

2 Today s Objectives Explain the components of implementing cloud, mobile, and social technology to personalize the patient experience Share how organizations are using analytics to capture insights for continuous engagement Discuss how to empower patients to stay connected in their care by engaging them with targeted health information on any device 2

3 Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include but are not limited to risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

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6 Customer Success across Healthcare & Life Sciences

7 Across Industries, We See a New Kind of Customer Retail Media & Communications Healthcare & Life Sciences Financial Services Manufacturing & Automotive Government Our best experience anywhere sets our expectation everywhere

8 Old Differentiators are being Eclipsed Customer Experience Product Experience Service Experience

9 Our Industry Leaders Recognize the Challenge But too many feel unprepared to meet it One of the biggest sea changes that we've seen is this focus on the individual, focus on the member, focus on the patient. Eric Murphy, Chief Growth Officer You need to develop a personal connection & provide personalized service to an individual that feels cared for. Rob Brown, Chief Marketing Officer We need to think about our patients more as customers -- they are consumers. Michael Blum, Associate Vice Chancellor West Monroe Partners

10 Care Today is Disconnected Med Device Pharmaceuticals Caregiver Nurse Patient Primary Care Physician Pharmacist Insurer

11 We Need to Unify Around the Patient Med Device Nurse Caregiver Pharmaceuticals Insurer Pharmacist Primary Care Physician

12 and Understand the Person Behind the Patient Food Literacy Employment Housing Transportation Community

13 CRM Reimagined for Healthcare Case Management Home Health Services Network Management Contact Center Serve Post-Acute Support Care Team Collaboration Physician Referrals Patient Engagement Patient Marketing Patient Services Acquire Engage

14 Engage across the Patient Journey Acquire Serve Engage Personalize the experience to build trust Provide ongoing services and follow-up to improve health Connect the ecosystem to coordinate intelligently

15 Engage across the Patient Journey Acquire Serve Engage Personalize the experience to build trust Provide ongoing services and follow-up to improve health Connect the ecosystem to coordinate intelligently

16 Weight Watchers Personalizes Healthy Living Real-time 1-to-1 connections across channels makes the journey relevant Engagement Member engages with the program online Mobile onboarding assessment Tracks food and activity Coaching SMS

17 Engage across the Patient Journey Acquire Serve Engage Personalize the experience to build trust Provide ongoing services and follow-up to improve health Connect the ecosystem to coordinate intelligently

18 Robert Van Tuyl Chief Innovation Officer

19 Easter Seals Bay Area Unifies the Care Ecosystem Expanding autism and disability services on a relationship management platform Bringing together caregivers and patients around health information and high-touch care. 3,600 practitioners Single platform for referrals, care, and case management Connecting patients, families, caregivers, providers, hospitals across the continuum of care

20 + 29% Salesforce Health Cloud Patient Care Management

21 Engage across the Patient Journey Acquire Serve Engage Personalize the experience to build trust Provide ongoing services and follow-up to improve health Connect the ecosystem to coordinate intelligently

22 Jitendra Barmecha MD, MPH, SFHM, FACP CIO, SVP of Information Technology & Clinical Engineering

23 SBH Health System is a Urban healthcare system reimagines patient relationships Manages Risk for 30K lives Capture social determinants to personalize engagement Scalable for additional programs e.g. DSRIP Patient Engagement Targeted Care Provider Management Care Collaboration

24 We are on the Journey Together Personalizing care relationships at scale Elevate patient satisfaction Reduce costs & utilization Improve population health Acquire Serve Engage

25 Connect to Your Patients in a Whole New Way The Salesforce Experience Booth 2675, Hall D

26 Questions? Joshua Newman, MD, MSHS Salesforce Chief Medical 26

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