WORK

Healthcare

Jennifer: Good afternoon, and welcome to our very last video featuring the hackathon team for the Vlocity health practice. Today, joining us is one member of the team technocrats, Sundaravel Jayam, who with his partner, Divya Ravichandran, put together a pretty massive project around creating a patient portal that will allow the client to get a 360-degree view of the patient, but even more importantly, creates a lot of empowerment and engagement for the patients itself.  

Jennifer: So, welcome.  

Jennifer: Thank you so much for joining us, Sundaravel.  

Jennifer: Can you just get us started by talking a little bit about the benefits of having a dynamic patient portal? 

Sundaravel: Yeah. Sure. Jennifer, thank you. 

Sundaravel: So, I'll go ahead and share my screen. Please let me know if you're in to see my screen.? 

Jennifer: Yep, you're good.  

Sundaravel: Okay, perfect. So, we can see this image, right? So, by seeing this image, you can get an idea, we have built a patient 360 portal which is used to track all the details which plays a key role in a healthcare organization.  

Sundaravel: So, you could see this healthcare portal- this patient 360 portal will be able to track, handle data like patient data, doctors’ data, staffs, medical data's, infrastructure details, anything. So, if you're running an organization, you have different data stored up on different platforms.  

Sundaravel: So, what we did is, so we build this patient 360-degree portal by using Salesforce and also use Salesforce Vlocity concepts, Vlocity OmniScripts and built this 360-degree portal. 

Jennifer: Perfect. That's awesome. And so now I realized this was an absolutely massive project. Can you share with us just a couple of the use cases? There were many that tackled, but just a few that you were focusing on for this particular project, knowing that you only had some weeks  to put it together.  

Sundaravel: Yeah, sure. So basically, in the healthcare organization, the main point and major part, is appointment scheduling. So, the physicians fill out the appointment scheduled with the patients. Traditionally the patient, will do an appointment scheduling through a phone call and then they will get the details of the doctors and then they will schedule an interview. But during the pandemic time, people prefer to do online consultation. 

Sundaravel: So, what we did is, by using the Vlocity OmniScript, we built some application form, which is used to handle both online and offline consultation. So, if you choose online consultation, you can choose a date for appointment based upon your convenience and based on the doctor availability. 

Sundaravel: And you could see the doctor qualifications and what is the doctor's experience and whether he is a Dermatologist or a dentist or whatever it is.  

Sundaravel: And once after you choose the doctor, since it is online you need to pay the health care organization. So, you can do an online payment. We have integrated the payment part also, and once everything is done, we'll send them a confirmation email to the patient as well as the physician regarding the appointment scheduling.  

Sundaravel: And when it comes to offline consultation, what we will do is we'll gather some basic details like if the patient has some health reports or lab reports, anything. And we'll get it saved in the Salesforce database and that can be used with health care providers. So, this could help the health care providers to know what is coming upfront. And this is one of the use cases. 

Sundaravel: And the other one is that we have built up digital knowledge platform -which means a portal in which you can access all the basic tips, like nutritional tips, what you need to follow and some basic medications, what you can take when you have a common cold or common fever. 

Sundaravel: And also, it provides a 360-degree view, which means all the data like appointment scheduling data, lab reports regarding that particular person will be stored in Salesforce and that patient can also be able to see those data in the portal.  

Sundaravel: So, these are all the few items which we built in this patient 360-degree portal. 

Jennifer: Yeah. So, I can see that there's just a huge amount of functionality and power that you can achieve through a portal like this, not just for providers, but for patients as well to get a full view of their own health profile. But in addition to that, you can build in functionalities as needed around things like appointment scheduling or rescheduling, if you need it, pinpointing physicians and providers who are in your network, if that's something that you have to pay attention to, and online checking lab results, all of these things can be fed through, into this one portal, including tele-health technology, online doctor visits, which is growing in popularity hugely. 

Jennifer: So that's pretty amazing. And, because it's a Salesforce platform, there's also a ton  more that you can do, including reaching out regularly to the patient with key knowledge or appointment reminders, confirmation of payment, things like that. What kind of technologies did you have to pull together to create this? 

Sundaravel: We used mainly technologies like Salesforce Vlocity OmniScript, like Flex Card, integration procedures, Data Raptors- so these are all the main core components, which also   used in the Vlocity OmniScript. And apart from that we have built the .Salesforce Community We have used Salesforce Community, which is none other than the patient portal and for the knowledge and a digital platform, we have enabled a knowledge and articles, which is out of box functionality from the Salesforce. For the medication delivery and ordering we have used the   docs- in integration, also successfully. We have integrated docs- in with the Vlocity OmniScript, which was very new to us and also, we used some other custom objects as well as some basic standard objects on the Salesforce. 

Jennifer: Cool. So now the big question, I think for both the IT teams that are working in these various organizations and in terms of getting to implementation faster, did you have to use a lot of custom code when you put this together?  

Sundaravel: No, we really didn't use any of the custom code. We just use only the standard out   of the box functionalities.  

Jennifer: All right. What additional benefits to the client did you notice, as you were pulling this?  

Sundaravel: So actually, as I said, the patients are able to schedule their appointment at any time and through any devices, they can access through mobile phone tablets or a laptop, anything. 

Sundaravel: And once after you schedule the interview, you can schedule the appointment. So, you'll be able to see all the data in the portal itself. So, you can have the soft copy as well. We have used the Vlocity PDF fraction, which means you'll be able to download that data and have a hard copy also. 

Sundaravel: And also, we can access it 24/7 and we can get all the data's stored in the Salesforce. So, which means if you have some external data as in the original system, you can just grab it and then you can add to here. So, this access center for all the data.  

Jennifer: That's pretty amazing. So, it really eliminates the way that healthcare works now, certainly stateside is you end up with a lot of data siloed in different applications. This kind of a portal really eliminates that by bringing data into one place for both patient and provider. So that's pretty powerful. And I think the other key point is something you pointed out because we're using Salesforce cloud technology and our team who have pretty vast experience in system integration and have a lot of people certified around Vlocity health and doing a lot of work in that direction, the portal can always be updated, correct? And it can always be customized? It doesn't have to be a one size fits all piece of software for our platform. It can be customized to the client's needs. 

Sundaravel: Yes, absolutely. We can be able to configure it like a configuration only. We didn't do any coding. So, we have used Vlocity OmniStudio OmniScripts concentrate. So, it is very quick, and we can be able to just configure; an administrator, can do all those things.  

Jennifer: That's pretty awesome. It makes it both scalable and fully customizable, which is key points. 

Jennifer: That's really, really great. And because we're using out of the box features, you get end up with a much faster time to value. So, this is a really great, powerful demonstration of what you can do with the right people and the right resources and the right technologies. So, I think that we're probably at a good stopping point. I want to thing on, and joining us, talking about what you've been doing and what you to be continuing to do in the future around Vlocity health and helping organizations just improve lives and give better care. So, it's really important work that you're doing. 

Jennifer: And I want to thank you again for joining us and for the work that you did in putting this portal together.  

Sundaravel: Yeah. Thank you, Jennifer.  

Jennifer: So as always for the viewers and listeners, if you have any questions at all, go ahead and put them into the comment section below, or you can shoot us an email and we will absolutely get you an answer. 

Jennifer: Thanks again for joining us. 

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