Technology in healthcare today
Digital initiatives are accelerating across the healthcare industry. Patient expectations and the push to value-based care are driving providers to transform many of their care delivery processes. Payers are under pressure to reduce costs and are increasingly experimenting with software-driven services in member and stakeholder engagement. Medtech is under pressure to wrap value-add digital processes around their products to ensure better clinical outcomes. Pharma continues to innovate in processes "beyond the pill" to support research and market success using a range of technologies from AI to CRM.
Successful innovation doesn’t always come easy
Healthcare has a long tradition of successful innovation with their products and services, but the need to augment this innovation with digital tools require a different set of skills and capabilities because software implementation in healthcare has its own challenges:
History of poorly designed user experiences
Technology implementations in providers, such as the introduction of electronic medical records, typically experienced significant delays and poor end-user experiences. Poorly designed user experiences have resulted in clinicians spending more than 25% of their time on their computers. This eats into the time with the patient and is a contributory factor in physician burnout. This prior experience with technology implementation has created significant pressure on technology teams to deliver great user experiences.
Contradiction between business models
Every organization is innovating in value-based models while the rest of their business is largely operating in the older volume-driven revenue model. This internal contradiction in business models carries over into systems implementation and results in a lack of agreement in how success is defined. When compared to traditional investments in people and product innovation, there's a much higher bar for success when it comes to technology solutions before there is organization-wide agreement for more investment.
For example, pharmaceutical companies understand that medication adherence is critical in achieving good clinical outcomes, but investing in digital tools to support this is still largely seen as a cost and not considered as a necessary step forward to create value. This can result in internal conflict in how projects are evaluated for ROI and can cut off funding too early in the innovation cycle.
System process changes can lead to poor outcomes
For the end customer, value comes from the people supporting them and the processes they execute. Changes to system processes can lead to unintentional behaviours in the employees or the patients and result in poor outcomes. It’s important that implementation teams constantly monitor these behavior changes so that learnings can be quickly incorporated into workflows before users lose confidence in the new system.
For example, when a new mobile application is introduced to the MedTech field service agent they may find themself having to navigate new clicks and processes before they can schedule their work. Finding that it’s easier to do this from the desktop, they begin to hold off all scheduling until getting to the office. This can delay responsiveness to customer requests.
Misaligned success criteria, faulty design, unintended quality issues, delays in resolving user concerns, and budget overruns are indicators of a lack of alignment between people, processes, and technologies. This is why robust DevOps processes are critical to successful software implementations with Health Cloud.
How DevOps will lead to a successful software implementation
What is DevOps? DevOps is a mindset, a culture, and a set of technical practices working in harmony to increase an organization’s ability to deliver technological value more quickly and with greater quality. Pairing DevOps with a powerful platform like Salesforce involves the introduction of specific tools and processes that will optimize value. When customers move along the DevOps maturity spectrum—shifting from a chaotic, reactive approach to a more proactive and eventually cognitive approach—they typically experience dramatic improvements in time to value (33% faster to be exact) and higher quality of the end-user experience (80% greater adoption). Additionally, organizations experience:
- Increase in employee engagement because team members are collaborating more effectively on creating value for the patients rather than fixing defects impacting patients (2.2x more likely to consider their organization a great place to work)
- More frequent deployments because there is just the right amount of automation with governance to ensure health care compliance (200x greater frequency).
- Lower change failure rate because defects are caught before they impact production and ultimately the patient experience (75% reduction in change failures).
Find an implementation partner with experience and expertise
Implementing successful, Salesforce-specific DevOps requires experience and expertise. It includes assessing the current state of the development lifecycle, documenting the associated ROI, and partnering with team members across the enterprise to implement improvements. With a successful implementation, your organization will get:
- Real-time visibility into program performance and ROI
- 46% more Salesforce ROI annually
- Salesforce capabilities into the hands of business users 10x faster
- Prevent critical errors by reducing manual tasks by 65%
Traction on Demand has combined its expertise in building sales, customer support, and marketing solutions in healthcare with a systematic approach to Salesforce implementations so that healthcare organizations and their clients achieve their goals while reducing cost and complexity. By introducing our proven Salesforce DevOps approach, we are able to help organizations optimize the potential of Salesforce Health Cloud.