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Tuesday, September 8, 2015

More "transformation" hype? Salesforce Health Cloud?

During my HealthInsight REC tenure ONC made us use Salesforce as a CRM tool via which they could monitor RECs' activity and progress. It was clunky and stiff, with a boring, pedestrian UI. We mounted our own redundant internal system using Microsoft CRM in order to capture and retain the hard-won business intel post-REC.

Now comes "Health Cloud." Snazzy UI at first blush, I have to say. Will it be "transformative"? I've been hearing endless exuberant exhortations about "transforming the healthcare system" since my first QIO tenure in 1993. What I continue to see looks like increasing "fragmentation," including chronic, persistent workflow travail at every turn.

From HuffPo this morning:
Salesforce Wants To Give Health Care 21st-Century Customer Service
Could this be the key to making health care more like every other service?

WASHINGTON -- Health care has long been stuck in the past when it comes to customer service, making it hard for patients and their doctors to communicate and share information. One prominent technology company aims to change that., the San Francisco-based firm that specializes in cloud-based customer relations systems for a variety of other industries, is rolling out a new product for big hospitals and medical practices that emphasizes patients' access to their health information and to their medical providers.

Salesforce Health Cloud pulls data from hospitals' and doctors' offices' electronic medical systems, connected medical devices like blood glucose meters used by diabetics, and even wearable fitness trackers into an interface that evokes familiar services like Facebook and Slack. An internal messaging system allows medical providers to communicate and share information, and lets patients and their family members join or initiate those conversations.

"We're so spoiled by everything else in the outside world that we come to health care and we're like, 'Ugh, this is terrible.' But that just means it's going to change," said Joshua Newman, a physician who is chief medical officer and general manager of Salesforce Healthcare and Life Sciences. "Every single other industry is moving to this."

Salesforce is trying to be the company that solves some of health care's most annoying problems and makes it act more like the rest of the economy, where customers have access to their own information and can engage with service providers in real time.

But it's merely the latest entrant into the field of health information technology, which has flourished but failed to achieve its promise of making health care match the level of service consumers expect from other sectors.... 
One dubious HuffPo commenter:

"Tell me what physician even has TIME to look at some "new and innovative" software..."

Yeah, like, say, Health IT glommed up with "Omics" data?

So, will this be The Real Deal, or just more marketing copywriter hyperbole? You can download some of their Health Cloud literature here.

apropos of "workflow," Dr. Jerome Carter has a fine new post up.
Workflows with Friends…

Clinical workflow has finally become a big deal. Everyone is talking about workflows these days. Workflow issues are widely recognized as underlying factors for a range of problems that impact clinical work and affect software design.   Consequently, ONC, AHRQ, and NIST have jumped into the fray with grant money dedicated specifically to clinical workflow research. Concurrent with the federal government’s interest in clinical workflow has been the rise in the business process management (BPM) community’s interest in automating healthcare processes. Of course, software vendors, informaticists, and clinicians have also staked out territory in the clinical workflow landscape...
Much more to come. I'm off shortly for my first dose of nine weeks of M-F prostate cancer Calypso IMRT this morning. I've named my tumor "The Donald."

Nuke The Donald.

More to come...

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