Achieved a 50% reduction in cycle time and an 86% reduction in defects by developing a custom care coordination app at SmileMD, streamlining patient referral and intake processes.
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Challenge Case day profitability was significantly hindered by high same-day cancellation rates, stemming from prolonged patient clearing lead times and an unacceptably high defect rate in the patient referral and intake process.
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Action To address these critical issues, we conducted a detailed root cause analysis workshop with care coordinators. This process allowed us to identify and analyze the common causes of defects. Leveraging these insights, we implemented Salesforce Health Cloud to optimize and standardize the patient referral and intake process.
Root Cause Analysis: Engaged care coordinators in comprehensive workshops to uncover and understand the root causes of delays and defects.Solution Implementation: Deployed Salesforce Health Cloud to automate and streamline the patient referral and intake process, reducing manual data entry and standardizing procedures.03
Results The implementation of Salesforce Health Cloud delivered remarkable improvements:
50% Reduction in Cycle Time: Streamlining the patient referral and intake process significantly shortened the time required to get patients into our platform, enhancing overall efficiency.86% Reduction in Defects: Standardizing processes and eliminating manual data entry drastically reduced defects, ensuring a smoother and more reliable workflow.These results not only improved case day profitability but also elevated the overall quality of care coordination, leading to better patient outcomes and increased operational effectiveness.
Questions How were defects reduced by 86% in care coordination? Defects were reduced by 86% by conducting root cause analysis workshops with care coordinators, then implementing Salesforce Health Cloud to automate and standardize the patient referral and intake process.
What impact did the care coordination app have on profitability? The app improved case day profitability by reducing same-day cancellation rates through a 50% reduction in patient clearing cycle time and 86% fewer defects in the referral process.
What technology powered the care coordination app? The care coordination app was built on Salesforce Health Cloud, leveraging its healthcare-specific workflows, FHIR data interoperability, and automation capabilities to streamline patient referral and intake.
How was user adoption driven among care coordinators? Adoption was driven by involving care coordinators directly in root cause analysis workshops, ensuring the app addressed their specific pain points, and building the solution around their existing workflows rather than imposing new processes.
How does the care coordination app integrate with the practice and provider apps? All three SmileMD apps — care coordination, practice, and provider — are built on Salesforce Health Cloud, sharing a unified data layer that enables seamless handoffs between patient referral, practice scheduling, and provider availability.
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