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Designing a transformational solution for improved patient engagement in outpatient care

Key points:

6 months; 60 technical and functional requirements; a best-in-class solution approach for implementing the patient contact center transformation objectives

Client: A large regional physician-led health system

The client is a large regional physician-led system serving over 3 million patients, and comprised of approximately 30,000 employees, 10 hospital campuses, two research centers, and a health plan serving over 550,000 members

Improve patient engagement to deliver superior outpatient care:

As a part of a multi-year digital transformation program, the client was looking to implement a CRM system as a strategic business enabler for their patient contact center operations. The program’s goals were to improve patient experience and satisfaction and transform the patient and staff experience of delivering superior outpatient care.

The client engaged Damo Consulting to develop a strategy for implementing the patient contact center solution and transformation their patient engagement experience using the Salesforce enterprise CRM platform.

Developing a phased approach to implementing a stellar patient engagement strategy:

Over a six-month period, Damo Consulting’s digital transformation advisory practice experts worked with senior stakeholders in the client organization. They developed a phased approach for implementing the patient engagement strategy. Working closely with client stakeholders, our practice experts developed a set of business requirements for the proposed program. These included:

  • Optimizing access through scheduling and referral management,
  • automation of outbound outreach using multiple communication modalities such as SMS, voice, and text,
  • understanding reasons for patient calls and first call resolution,
  • communication oversight, and
  • escalation management.

Assessing integration with surrounding systems:

Delivering on this complex transformation program also required a robust technology strategy for integration with the core EHR platform, as well as other surrounding systems such as workforce management tools, knowledge management tools, and IVR systems. Architectural decisions included building an analytics program by leveraging an enterprise data warehouse for patient data as well as an API management strategy. In all, over sixty functional and technical requirements were identified and documented.

Identifying the implementation partners:

The final stage of the engagement was to identify implementation partners to execute the program using Salesforce CRM. By leveraging our DamoIntelTM market intelligence platform for technology providers, Damo Consulting identified a set of potential partners who were invited to respond to requests for proposals (RFP) to implement the requirements. Damo Consulting led the RFP process with a structured, objective and transparent process using a set of structured templates for inviting and evaluating bids. With the active participation of an extended group of stakeholders, Damo Consulting’s experts led the evaluation process through solution presentations/demos and internal discussions to assess the solution providers for implementing the program. The proposal responses were evaluated using automated scoring tools that presented an objective and transparent outcome of the evaluation to executive leadership for a final decision.

The strategy for implementation:

In this engagement, Damo Consulting was able to address a complex multi-faceted problem that required an understanding of healthcare operations, technology architecture, and CRM platforms. Our experts went through a rigorous internal process to identify the required components of the solution. By selecting a best-in-class platform and an implementation partner, we were able to ensure a high chance of success with the transformation in the patient contact center implementation.

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