Salesforce based Patient Management Information System for health services.
Business Requirement:
The client is based in the USA and is a county that is involved in health and human services. The county needed a Client Management Information System to help them manage their clients more efficiently. The system needed to have several modules for client management, including referrals, intake, family/relationships, interactions, service management, and discharge. It also needed to have modules for provider management, including provider enrolment, staff management, staff training, and service management. The system also needed to have two-way live sync integration with the county’s master databases for both clients and providers. To ensure proper maintenance of the system, the county wanted to have both an admin and a super user who could work in system mode. The county also has a large user base in terms of providers, and the requirement was to hide sensitive information from all users and make it only visible to a small group of users.
Solution:
Salesforce was the platform of choice for the county due to its immense configuration and customization power. Below is the step-by-step development that was done to provide the desired solution:
To improve the client management process, a Community (Digital Experience site) was set up where each provider staff and county staff can log in and see the real-time data. This acted as a microsite for each provider and the county. Admin and super user profiles were also created to allow for internal login to the Salesforce platform. An Information Referral Tool (IRT) was developed to create referral records, which could be created for an individual, an individual within a family, or the family. The IRT also can create new clients or search for and update existing clients in the county’s client master database. An Interaction module was developed to record various types of interactions, such as emails, visits, phone calls, text messages, or letters. The Service Management and Service Selection module was created through which the staff could easily manage the different aspects of the services being provided by them. This allowed staff with appropriate eligibility to assign services to referrals or clients directly.
Integration was established between the county’s client master database and Salesforce to keep the client database in sync. The system could search for and update existing clients with unique information from the native system and create new clients if desired. Another integration was set up between Salesforce and the county’s provider master database, allowing the system to fetch updated lists of providers, their services, and their statuses.
An Intake module was developed to gather detailed information about referrals, including a questionnaire module that could update referrals and related fields based on answers to dynamic questions. A Service Execution system with a calendar was developed to schedule services based on staff availability and accommodate holidays. A Discharge module was also created to assess completed services, assess the referral itself, and discharge the referral from services. In addition, a Document Management module and an assessment module that could conduct assessments on virtually any object and update field values based on responses were developed.
Result:
- County workers can create referrals from the existing client base or new clients.
- Referral family details and relationships can be created and managed.
- Intake can be done on created referrals to gather detailed information and update field values based on a questionnaire which is driven by the program and other parameters.
- Service selection and assignment can be done both at the referral and client levels.
- Service scheduling and worker assignment can be done for the service execution.
- Once services have been delivered, referrals can be discharged from the CMIS system.
- Documents can be uploaded and managed at referral, services assigned, and client levels.
- Interactions can be recorded on referrals, clients, and services assigned.
- Providers and their respective services can be fetched from the provider’s database.
Technology Stack:
Full Salesforce tech stack was utilized which includes:
- Apex.
- Lightning Web Components and JavaScript.
- SOQL.
- Digital Experience was heavily used.
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