Healthcare organizations are under increasing pressure to deliver exceptional patient experiences while navigating complex operational challenges. In today’s data-driven world, achieving a comprehensive, 360-degree view of the patient is no longer a luxury, but a necessity. In a recent webinar, we brought together industry leaders including Ed Marx, former CIO of the Cleveland Clinic, and Dr. Dipul Patadia, Head of Health System Strategy and Innovation at Salesforce, to explore the critical steps towards realizing a true “Customer 360” vision and unlock its transformative potential.
The 360-Degree Puzzle: Why Achieving a Holistic View of Customers is So Elusive
One of the key challenges highlighted was the sheer complexity of assembling a complete patient picture. As Ed Marx, former CIO of the Cleveland Clinic, aptly pointed out, “The EHR is just a fraction of the entire 360 view. If you want to know someone, you want to know the person.” Beyond clinical data, a true 360-degree view must encompass a wide range of factors, including:
- Social determinants of health: Socioeconomic factors, environmental conditions, and access to resources significantly impact health outcomes.
- Lifestyle factors: Diet, exercise, smoking habits, and other lifestyle choices play a crucial role in overall health.
- Consumer preferences: Understanding individual preferences for communication, appointment scheduling, and care delivery models is essential for personalized experiences.
- Behavioral data: Insights into patient engagement, adherence to treatment plans, and utilization patterns can inform proactive interventions.
The Power of Insights: Driving Optimal Care, Efficiency, and Improved Outcomes
By bringing together all these disparate pieces of data, and enriching the data you do have about a patient, you’re able to truly personalize their experience and improve their care. A comprehensive patient view empowers healthcare organizations to:
- Personalize care: Tailor treatment plans to individual needs and preferences, improving patient satisfaction and adherence.
- Proactively identify and address health risks: Leverage predictive analytics to identify patients at high risk for certain conditions and proactively intervene.
- Optimize resource allocation: Streamline operations, reduce inefficiencies, and improve resource utilization.
- Enhance communication and engagement: Foster stronger patient-provider relationships through improved communication channels and personalized outreach.
- Improve population health: Identify and address health disparities within specific communities and populations.
2025 Priorities: Consumer Experience and Digital Engagement
The webinar emphasized the critical importance of prioritizing consumer experience and digital engagement in 2025. As Dr. Dipul Patadia, Head of Health System Strategy and Innovation at Salesforce, highlighted, “The pace of change in healthcare is accelerating, driven by advancements in technology and increasing consumer demands.”
Our speakers pointed out several key priorities for healthcare organizations in 2025 from their vantage points, including:
- Seamless digital experiences: Providing patients with convenient access to care through online appointment scheduling, telehealth consultations, and secure messaging platforms.
- Personalized communication: Tailoring communication channels and messages to individual patient preferences.
- Data-driven decision making: Leveraging data analytics to identify areas for improvement in care delivery and operational efficiency.
- Empowering patients through self-service options: Providing patients with tools and resources to manage their own health and engage in their care.
The Identity Foundation: The Indispensable Role of Data Management
We also heard throughout the webinar about the critical role of robust and accurate identity data management in achieving a true 360-degree view of the patient. To support all the key 2025 initiatives outlined above, healthcare organizations must address the basic foundation of their data to schieve goals, including:
- Addressing data silos: Breaking down data silos between different systems and departments is crucial for a unified view of the patient.
- Ensuring data quality and accuracy: Maintaining clean and accurate data is essential for reliable insights and effective decision-making.
- Prioritizing data security and privacy: Implementing robust security measures to protect patient data and comply with relevant regulations.
Interested in hearing more? Watch the on-demand webinar here.
