Narayana Health Partners with Salesforce to Improve Patient Relationship Management

The partnership addresses challenges such as navigating between multiple applications and manual data sharing, offering a comprehensive 360-degree patient view, and enabling data-driven decision-making.

Leading healthcare provider Narayana Health has joined forces with Salesforce, the top AI CRM provider to revolutionize patient experiences and drive operational efficiency. Through this collaboration, Narayana Health aims to streamline operations and enhance patient experiences by leveraging the salesforce service cloud for patient relationship management and the unified feedback management system (UFMS). The partnership addresses challenges such as navigating between multiple applications and manual data sharing, offering a comprehensive 360-degree patient view, and enabling data-driven decision-making. Highlighting the hospital’s impetus on technology integration, Kumar K V, group CIO, Narayana Health, said, "At Narayana Health, we believe in harnessing the power of technology to bridge healthcare gaps and provide superior services. This collaboration aligns with our commitment to offering high-quality healthcare at scale, and we look forward to further advancements in patient-centric services.” Sharing plans, Kumar noted that the healthcare provider is looking to expand geographical coverage and further extend the reach of healthcare services to positively impact the lives of more patients across India.

How will Salesforce’s CRM help Narayana Health Improve Operational Workflow?

Founded in 2000 by Dr Devi Prasad Shetty, Narayana Health operates a network of 18 hospitals and three heart centers across India. Reportedly, the hospital network caters to more than 2.6 million patients each year. Salesforce's suite facilitates improved information flow between departments, reducing call times, enhancing collaboration, and streamlining complaint handling, resulting in a more seamless patient journey. Sharing thoughts, Arun Parameswaran, MD, Sales, Salesforce India, said, “This collaboration signifies our relentless commitment to not only meet but surpass the ever-evolving needs of both patients and healthcare providers. Together, we aim to create a healthcare ecosystem that prioritizes patient-centricity and operational excellence."  Narayana Health is also utilizing Salesforce Marketing Cloud for targeted preventive wellness campaigns. Headquartered in Bengaluru, the hospital network is also actively working on incorporating Data + AI-powered interventions in various use cases.

Who will Implement the Project?

The project will be implemented by Persistent which has expertise in both Salesforce and the healthcare industry. Persistent also has had over 18 years of strategic partnership with Salesforce. Talking about the partnership, Jayati Chatterjee, VP, Persistent Systems, said, “We are already seeing a decrease in incoming call handling times by about 20%.’’ She noted that the Unified Patient Feedback Management System is witnessing increased adoption, leading to a reduction in resolution times by 85% in the last quarter alone. “We remain committed to enhancing patient experience and health outcomes using cutting-edge technology platforms like Salesforce," Chatterjee added.

Narayana Health’s IT Initiatives

In the past few years, Narayana Health has rolled out several IT initiatives to enhance patient care, operational efficiency, and healthcare quality across its network. Narayana Health invested in the development of Athma, a new-age hospital management and electronic medical record system. This system fosters seamless communication, ensures coordinated care, and optimizes resources through open-source technologies. The healthcare service provider introduced digital tools to automate data capture and enable nurses to efficiently manage tasks such as handovers and orders. These tools streamline processes, improve efficiency, and allow healthcare professionals to focus more on patient care. It also forged strategic partnerships with leading technology providers such as Amazon Web Services (AWS) and others to upgrade infrastructure, optimize costs, ensure robust security, and privacy measures, and elevate the quality of clinical care. It has also partnered with Microsoft to use data analytics and AI in healthcare delivery by implementing real-time data analytics and predictive insights across its operations.