Salesforce Health Cloud vs. Epic - What should you choose?

Published on
May 7, 2020

Business insider quotes," The global internet of medical things (IoMT) market is expected to swell to $158 billion valuations in 2022 up from about $41 billion in 2017."

The health care segment has been witnessing a disruption of sorts with digital health care applications handling patient care. From fixing appointments to updating diagnostic health records, follow up communication, and continued consultations, investment in robust health information technology is inevitable. The development of EHRs is a leap forward in the world of health care automation which has unified all arterial functions of patient care under a single application. While the use of EHRs is growing rapidly throughout America, what needs to be addressed is its contribution to the bigger picture.

Is it enough if such health care CRMs address the operational challenges of health care? What about the support required to make clinical decisions that look towards the future? How many such CRM applications align themselves with a fluid health care environment projected in the decades to come?

Also Read: Salesforce Health Cloud Integration with EHR

Invest in the Best Health Care CRM

Every dollar spent in health care investment needs to be justified with research to ensure that the right product is implemented. The following are some points that need to be carefully examined before choosing a CRM to achieve the maximum out of its implementation.

  • Is the user interface of the CRM intuitive and easy to navigate? This is important because users tend to access the program practically round the clock, so usability plays a significant role. Before choosing an application, test runs with staff are advised to ensure that workflow is effortless in the future.
  • Assurance of training and support from the vendor during the transition and post-implementation
  • How budget-friendly is the application under consideration? What is the initial and long term investment? Are there estimates of hardware requirements, training, and support resources? Return on investment needs to be calculated when considering the cost.
  • This is perhaps an essential point of consideration- Customization. Will the health care CRM adapt to an evolving workflow internally as well as to those practices that emerge?
  • Will the CRM meet the long-term objectives of the organization? The electronic records need to fit into the practice's strategic plan for growth and profitability. Now, this could be medication management, quality of care, and ultimately patient satisfaction.

A short note on EPIC

Epic is a cloud-based CRM solution that is a top-rated software built in-house to cater to several specialties. The software is used across a broad range of practices, from community hospitals to independent practices as well as in multi-specialty hospital groups and hospice care providers. While the platform offers a standard range of 'core' EHR features, one can add modules depending on specialty. It is an extensive patient portal, which is also available as a native app for both Android and iOS operating systems. Over and above what is mentioned, epic CRM features include numerous telehealth options – supports, video visits, and post-surgical follow-ups to facilitate better patient care. The application is packed with features that trace a patient journey right from the get-go, such as appointment, scheduling, consultation, lab integration, patient history, e-prescription, referrals, etc.


Now there are issues of the lack of interoperability, rigid structure, and control over software and data sharing. Transfer of data to other software systems has some costs associated with it. While Epic does customized installations for each client, it still limits Epic's capacity to communicate with out-of-network providers who use other EHRs.

Salesforce Health Cloud - Shift Focus from Patient Records to Patient Relationships.

Health Cloud was introduced as Salesforce's solution to handle patient relationship management and help streamline care coordination in the organization. This ever-evolving platform focuses on building an integrated environment to change the way providers manage patient care across his or her journey with the organization. Health Cloud actively assists in enhancing data exchanges and visibility for all stakeholders involved. Contact centers can access data within an EMR, and a customer service representative can service a patient with the best tools available on hand.

What is important to note is that Health Cloud licenses are an add-on to Salesforce Service Cloud capabilities. Therefore its implementations provide standard Service Cloud capabilities such as Omnichannel, knowledge, and live agent. This overrules conventional functionalities in an industry where EMR capabilities have long been the core focus for enhancements

Why invest in Salesforce Health Cloud?

Salesforce Health Cloud is perhaps the best health care CRM that allows doctors, patients, and all support staff that surround a patient to access critical data. Salesforce has dedicated many resources in the application to ensure that the Healthcare and Life Sciences industry vertical benefits substantially. Unlike many industries, the healthcare ecosystem is wholly focused on interoperability standards that benefit processes and systems in inpatient care. Hence many accelerators and tools developed in the Salesforce ecosystem are quick to market and accelerate growth in this industry faster than ever before.

The Future of Health Care – Salesforce Health Cloud Vs. Epic CRM

Getting back to how we started the discussion, the healthcare industry is undergoing significant transformation with the implementation of newer technology and the importance of preventive medicine. There are activity trackers and wearables, which are helping people monitor exercises and keep track of the outcome. Robust applications such as Salesforce Health Cloud integrate data from these wearables and health apps, thus adding a deeper level of insight into the positive actions undertaken.

The platform unifies cloud, social, and mobile technologies, opening up new channels of communication, and is transparent in creating a culture of mutual accountability between patients and healthcare providers in every step of heath care. A holistic view of each patient through care collaboration and connected experiences dictates the success rate of health care organizations. The necessity to engage and improve engagement defines personalization levels of inpatient care.

But this is just the beginning. With the demands of a more in-depth patient and provider collaboration on the horizon, the features and services of the Salesforce Health Cloud evolve for users such as health care providers, pharmaceutical companies, and medical devices. Most importantly, the application has the potential to positively impact the lives of patients by enabling them to take a more active role in the management of their health and wellness.

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