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Measuring Patient Engagement with Salesforce

Aug 04, 2021 Six Consulting

Healthcare’s shift to value-based has forced providers to refocus on patient experience. That experience, which encompasses end-to-end interactions across the care spectrum, influences how much a patient participates in their own care.

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Healthcare’s shift to value-based has forced providers to refocus on patient experience. That experience, which encompasses end-to-end interactions across the care spectrum, influences how much a patient participates in their own care. If the experience is good, participation will be higher than if that experience is poor.

We refer to that participation as patient engagement. HIMSS notes that “A patient’s greater engagement in healthcare contributes to improved health outcomes.” In other words, higher patient engagement results in healthier patients.

Of course, understanding engagement can be a challenge. How do you know if engagement is going up or down? How do you know what’s working and what isn’t?


Measuring Patient Engagement with Salesforce

We all recognize that measurement is key to improvement. This is true for patient engagement as well. The good news is that Salesforce’s Health Cloud offers several features that facilitate measurement and data analysis.

Measure Patient Satisfaction

Patient engagement is part of a three-legged stool that also includes the patient experience and patient satisfaction. All three of these elements rise together.

Therefore, the higher a patient’s satisfaction, the higher the engagement is likely to be. That means that measuring satisfaction can give us a window into engagement.

There are several healthcare standards for measuring satisfaction, including the Consumer Assessment of Healthcare Processes & Services (CAHPS). Providers using Salesforce’s Health Cloud have a means of gauging patient satisfaction using the platform’s Assessments feature.

Leveraging Health Cloud Assessments, a satisfaction survey can be sent to a patient immediately after any encounter, including appointments, check-ins, and even communication touchpoints like phone calls.

Salesforce can also help automate the process, thanks to the variety of features available as part of the platform, like Marketing Cloud, and integrations with various other legacy healthcare information systems across the provider’s ecosystem.


Measure Connections and Touchpoints

Engaged patients are more likely to schedule visits, ask questions, and track activities and behavior changes discussed with a clinician. Therefore, quantifying these touchpoints can point to how engaged a patient is.

Collecting contact information provides more opportunities for communication and connection. Preferred methods of communication can be leveraged to send reminders and office updates and share important health information and news with patients. These communication points can be easily measured through Salesforce, where reporting allows providers and support staff to see open and unsubscribe rates across communication channels.

At higher levels of engagement, patients may be willing to use monitoring devices or connect their own health devices to a patient portal. This information can then be shared directly with the provider and gives important and comprehensive data to which the provider might not otherwise have access.


Measure How Well Patients Follow Care Plans

When a patient is engaged, they are likely to actively follow the care plan prescribed by their provider. However, medical information can be overwhelming, and too much information at once can cause a patient to disengage instead of increasing their participation.

Health Cloud includes the ability for users to map out care plans within the platform. This walks patients through increased activities and can even automate portions of the process to keep patients on track.

Meeting the requirements of the various care path milestones is a measurable, tangible way to identify how engaged the patient is in their own care. Care plans offer an even more significant advantage, however - should a patient veer off of the care plan, clinicians and support staff can be alerted on the patient dashboard, providing the opportunity to re-engage them. So, not only can you measure continued engagement, you can recognize the efforts that are successful at re-engagement.


Leverage a Dashboard to View the Data

Lastly, having a wealth of data regarding patient engagement is exciting but ultimately useless if you can’t parse the data or make it actionable.

Using a dashboard within Salesforce can make engagement data easily digestible and monitoring goals and KPIs simple. Individual engagement data can be displayed at the patient level, while aggregate data communicating overall patient satisfaction and engagement at the practice or clinic level can be displayed as well.

Plus, dashboard data in Salesforce can be comprehensive and holistic. Again, because Salesforce integrates well with the other legacy healthcare data systems across a provider’s ecosystem, these dashboards can report on far more data than just what is generated within Health Cloud. By bringing this data into a single windowpane, a provider can understand engagement and satisfaction and use predictive analysis to anticipate where it might be headed.



Patient engagement is a critical measure that can indicate potential healthcare outcomes. When we measure engagement, it’s possible to intervene to help a patient today and gain insight into the direction engagement - and therefore outcomes - is headed. Changes and improvements can be made mid-stream to keep patients from falling through the cracks and to improve their overall experiences.

Are you looking for a more straightforward and comprehensive means of measuring and viewing patient engagement? Salesforce’s Health Cloud could be the system that brings it all together for you. Find out more by contacting Six Consulting, where our Salesforce Health Cloud experts can discuss your business’s needs and how you can more easily meet your goals.


“Patient engagement is a critical measure that can indicate potential healthcare outcomes.”

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