Bringing the Amazon experience to patients
“If you order a teddy bear from Amazon they treat it like it’s life or death that you get it on time,” Brad Bostic said. “But healthcare organizations – even when it is life or death – they treat you like a number.”
Bostic is the CEO of hc1, a company that offers “healthcare CRM” via the cloud to enable what he described as “a 360-degree view of all provider and patient details.”
That sounds akin to CRM stalwart Salesforce.com’s bold claim that it can enable “a panoramic view of the patient” by aggregating data from the various arrows in its software-as-a-service quiver, including marketing, sales, a community option that lets patients share data with caregivers and its freshest offering, the Wave analytics tool.
Now, hc1 is poised to announce Collaboration Center on April 2 — Healthcare IT News got an exclusive first look. The new piece of hc1’s Healthcare Relationship Cloud ties together secure collaboration, CRM, analytics, and campaign management into one cloud service the company claimed is HIPAA-compliant. Bostic said hc1 will be exhibiting at HIMSS15 alongside partners IBM Watson and Atlas.
Current hc1 customers include the Cleveland Clinic, Wake Forest Baptist Medical Center, St. Vincent’s Health Systems, Health East in Minneapolis.
Explaining its 360-degree view concept, hc1 pointed to the example of a hospital or ambulatory center using its hosted service, such that phlebotomists can receive secure messages from lab technicians, through hc1, alerting them to simple issues and speeding up the redraw process, which ideally improves the overall patient experience.
Another example: A biopsy extracted for testing on December 20 can take three or four weeks until doctors get the results, which means there is a patient who spent the entire time worrying about having cancer and concerned that those findings are sitting on someone’s desk and that person is just not calling.
The hc1 service enables patients to log-in and monitor those results – much the way a customer expecting a package can track its location and expected delivery date. The idea, Bostic said, is to treat patients like they are the most important customer.
“Imagine,” Bostic said, “the Amazon experience applied to that lab example.”