Client Overview
A hospital network operating across multiple facilities in the UK and serving over 120,000 patients annually reached out to ProvidusCRM.
Their teams managed appointments, patient communications, and referrals across three disconnected systems, which included a separate scheduling tool and a legacy CRM. They required a single source of truth for each patient, reducing handoff errors between departments and improving response times.
The Challenge
Their staff would log into different systems to perform a single task. Patient records were found to be duplicated across the EHR system, the scheduling platform, and a legacy CRM. This was causing conflicting clinical notes and several missed follow-ups.
Their team did attempt two integrations previously. However, they got stalled due to HL7 compliance gaps. They wanted to connect their EHR system with Salesforce without causing any disruptions in their current clinical workflows.
Our team implemented Salesforce Health Cloud as the core patient record layer, with Service Cloud enabling the contact centre. We used MuleSoft to build HL7 and FHIR-compliant integrations between the client’s EHR system and Salesforce. This allowed for better, real-time syncing of demographics, encounters, and care plans.
We configured care plan templates for the five highest-volume conditions and built custom Lightning components for clinical task management. An Experience Cloud portal gave visibility into referral status.
Role-based access controls were configured to NHS Digital security standards, and all PHI access is logged through Salesforce Shield.
The Impact
- Improved Process Efficiency: We managed to reduce the overall referral processing time by over 55%, from 72 hours to less than 32 hours.
- Better Data Accuracy: We removed 90% of duplicate patient records with MuleSoft integration pipelines paired with end-to-end data deduplication.
- Seamless Platform Adoption: We helped their staff adopt the new, improved platform, with 350 clinical staff onboarded within 8 weeks, achieving a 92% active usage rate.
