In our quest to create a true ecosystem of care in the health and life sciences industries, we established the importance of connecting data. But what good is great data when shared in small circles? To really build an ecosystem, we need to make sure data is available to the care teams that need it when they need it and where they need it.
This is why it is critical for providers, payers, and consumers to focus on fostering their network of health to deliver high-quality care and outcomes.
Value-based care demands sharing
If knowledge is power, a powerful network is built by sharing the best information, care advice, and value-based outcomes with those most in need.
We have reached a convergence of healthcare and technology that positions the industry for innovation. By focusing on quality outcomes, providers can facilitate more connected and coordinated care across a consumer’s entire treatment continuum.
By adapting treatment and referral methods and engaging in more collaborative service delivery models, providers are uniquely poised to both improve care and maintain a healthy revenue cycle. To do so, your network needs to be so much more than other providers in the same field, location, or practice. Leveraging an enterprise engagement platform like Salesforce — based on outcomes and maximizing in-network relationships of great referrals for physical therapy, occupational therapy, mental health professionals, drug companies, etc. — opens up opportunities for collaborative treatment, targeted care, and improved results. This also keeps the revenue within one network, rather than sending it out to other health systems.
If your consumers know you have their best interest at heart, they’re much more likely to stick with you through the years — and consumer networks, with their word-of-mouth referrals, can be just as important as provider networks. This fact is confirmed in a survey conducted by the Beryl Institute: “Data held strong that healthcare decisions for all groups are being driven by recommendations.”
Of course, this is all easier said than done, so let’s focus on how to do it.
Dive into data
Operational intelligence is critical to excel in value-based healthcare. It requires access to the right information at the right time with the right resources so you can go beyond historical reporting to conduct real-time analytics and predictive analytics. Real-time analytics allow providers to be proactive rather than reactive to consumer needs. Treatments and care can be adapted or scaled as needed when needed, instead of after the fact.
When it comes to engaging your consumer network, data around social determinants of health is key to collect. In other words, what are some social factors that can lead to successes or barriers toward better health and well-being? Social determinants such as socioeconomic status, education, neighborhoods, physical environment, employment, and social support can work as clues and guides when caring for consumers.
“Visibility across the broader healthcare ecosystem will help you understand what is happening to a [consumer] after they leave your office and before they come back, but it must be integrated into the existing care team workflow.”
– Shreyas Shah, SVP of Strategic Marketing, Change Healthcare
Once you’ve built visibility into both your processes and your consumers, it’s easier to share information with other providers and act on that knowledge throughout a consumer’s healthcare journey. Providers can set themselves and consumers up for success when sharing data along with referrals.
Know your community
Forge relationships with other providers who are experts in complementary procedures to build a network known for its value.
Reach out to team members, payers, and consumers to help them understand what you do, who you serve best, and how you add quality to care. Get involved in your community events at schools, senior and community centers, or annual street fairs. Position your practice as a leader in, and member of, your community.
People want to work with people they like. Engaging in your community helps connect your practice or facility to like-minded providers, making it possible to build out a connected care network of specialists. This provides the opportunity to increase word-of-mouth referrals, improve perception, and bring humanity back to the forefront of your business.
According to the Beryl Institute, 70% of consumers will share a positive experience with others and 76% will share a negative experience. With a negative experience, 46% of consumers don’t go back, whereas of those with a positive experience, 73% visit the same doctor again.
As an active member of your local and medical community, you establish a better understanding of the people you serve.
Know your consumers
Consumer insight helps to build out plans for care, but you also need to know your consumers as people. Get to know likes, dislikes, family members, social determinants, and more. Doing so ensures mutual trust and understanding during times of hardship in health.
If a potential consumer’s coverage isn’t in your network — try to refer them to someone in their network who can help. Reaching across lines is another way to build trust, and potential opportunities for other practitioners to return the favor.
Understanding the population you serve, aligning your capabilities accordingly, and engaging the consumer is critical to success in a model defined by cost, care, and outcome. Therefore it is important to focus not just on the physical well-being of the consumer, but the emotional and financial well-being, too.
When working to build out stronger consumer networks, it’s best to focus on:
- Identifying and retaining consumers
- Establishing proactive care processes
- Focusing on wellness
To enhance consumer experiences throughout their health journey:
- Identify and incorporate consumer goals
- Focus on continuity and coordination
- Improve coordination and transitions
- Avoid duplication of data
- Identify preferred communication channels for consumers and others participating in your network
- Improve access to care
By working to understand, anticipate, and respond to consumer needs, a well-rounded network can quickly become a pillar in your care ecosystem.
Silverline can help you on your journey to a better Salesforce ecosystem. Download the ebook to learn what our healthcare experts can bring to your Org.