CRM: Citizen Relationship Management.

After ten years of healthtech experience, at Being Guided we are delivering Social Care Cloud. This enables health and social care professionals to communicate with citizens as patients, families, friends and volunteers with a seamless CRM: Citizen Relationship Management system. This is built on the world-class Salesforce Lightning Platform. Here, the citizen becomes the customer placed at the centre of all communications.

Social Care Cloud moves beyond existing data and system silos to provide a seamless flow from hospital discharge through timely provision and funding of social care, together with related community and volunteering services. Think of this as: People, Process and Platform.

People

With citizens viewed as Customers, the Social Care Cloud delivers on the world's leading CRM technology provided by Salesforce. This is putting People first and enabling patients, families and a wider community of non-profit and community organisations to be at the centre of what matters most: the health and well-being of citizens.

Process

Each Citizen Record in the Salesforce-powered Social Care Cloud is shared through citizen consent, and carefully controlling which stakeholders may edit or view different field-level data. This is a flexible, yet secure Framework. This is where our Process - Design Thinking - enables a wider participation in the continuous improvement of citizen health and social care outcomes.

Platform

Platform is a combination of Salesforce Lightning Platform Objects (Modules) for Professional Users and Salesforce Lightning Experience Cloud for Citizen and Community Users. With UK G-Cloud 13 Pricing, this becomes a highly-affordable combination of Annual Subscription Fees and Fixed-Price, Fixed-Time Professional Services.

The Salesforce Lightning Platform and Lightning Experience Cloud act as a foundation for rapidly-customising the features of Social Care Cloud. Social Care Platform may be integrated with a broad range of Electronic Health Record (EHR) or Social Care Case Management systems to provide appropriate insights into the holistic view of each citizen and their post-hospital care and wellbeing.

The first screenshot below is a Discharge Plan, focused on better enabling the discharge process between hospital nurse, local government social care assessor, private care agency manager and any combination of citizens or community workers, with full patient consent. This allows the hospital discharge process to go faster, thereby reducing bed-blocking and increasing patient experience.

The second screenshot below is a Finance Plan, where local government adviser, private care agency manager, patient and family members can better collaborate around the funding of post-hospital care at home - or in a care home. This eliminates bureaucracy and delays in agreeing who should pay for post-hospital care and how much.

The third screenshot below is a Citizen Plan, where post-hospital care, which may include any combination of care agency or community worker engagement, and where patients can give consent to healthcare professionals, family members, friends or other trusted individuals the ability to collaborate safely in the development and monitoring of care.