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Implementing Salesforce Care Response: How Truman Medical Centers Address Covid-19 Needs

Truman Medical Center (TMC) Health Sciences District was dedicated over four decades ago, in 1976. As the primary teaching hospital for the University of Missouri-Kansas City School of Medicine, TMC is the busiest Level One Trauma Center in Kansas City, MO.

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Last month, Salesforce announced that they would be giving away Health Cloud for free with a Care Response trial to help Healthcare organizations rapidly adapt to COVID-19. 

Here at Silverline, we quickly developed a solution to help out those in the healthcare industry being inundated with patient and employee questions. We mobilized a team of professionals and were immediately engaged in multiple conversations with customers. The first organization we were immediately asked to engage with was Truman Medical Centers in Kansas City, MO, to rapidly deploy the solution. Within three weeks of Salesforce’s announcement, Truman Medical Centers was actively leveraging the solution to manage inbound inquiries from patients and employees about COVID-19.

Meeting urgent medical center needs during a global pandemic

The solution, which was completely implemented in two weeks, required more than a few iterations to stay current. Protocol for managing potential Covid-19 patients was changing on a daily basis, so the Silverline team had to build and rebuild scripts four different times to accommodate changes in protocol and priorities. Once completed, the solution featured patient demographics, separate symptom assessment pathways for patients, and employees with multiple assessment dispositions and unique email follow-up messaging — all of which complied with CDC standards and mandates. Within one week, the Truman Medical Centers team logged nearly 275 calls.

HCCR Symptoms Dashboard Salesforce

Triage dashboard allows Healthcare Organizations to aggregate and report on data elements such as gender, age group, symptom severity, and disposition.

Truman Medical Centers is now equipped to handle the influx of patient calls and questions relating to Covid-19. They are pre-screening patients for Covid-19 before they arrive at the medical center. According to their website: “When calling with appointment reminders, staff ask patients if they are running a fever, experiencing a cough and experiencing shortness of breath. Patients also are being asked if they have had contact with anyone with Covid-19 or experiencing symptoms.”

Triage dashboard allows Healthcare Organizations

Once assessments are completed, patients automatically receive an email summarizing their assessment along with follow-up instructions.

According to Matt Gretczko, our SVP & GM of Healthcare and Life Sciences, while he personally gives credit to the adaptability and agility of the Salesforce platform as one of the best technology partners, he also expressed a huge thank you to their Healthcare Practice team members that both personally and professionally have reacted to this pandemic so quickly. We also want to thank Truman Medical Centers for their confidence in our services to help them through this difficult time.

Silverline is ready to help your healthcare organization get through this crisis

As the Coronavirus pandemic continues to shake our country and demolish our status quo, our team of Salesforce and healthcare industry experts are here to help medical centers like Truman Medical Centers continue to rise to the occasion. With a fully capable, remote workforce, we can get your Salesforce trial instance up and running quickly, while adhering to social distancing best practices.

Jim Rogers, Silverline‘s Senior Director of Healthcare and a registered nurse with a Bachelor of Science in Nursing, said, “My first priority is being a patient advocate. Having implemented and managed a 24/7 healthcare contact center, built on Salesforce, during the Ebola outbreak, I can share my experience and learnings with other healthcare organizations like Truman Medical Centers. I am grateful to be able to support our healthcare heroes who are on the frontlines of this fight.”

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