KLAS Insights8 Jun 2022

KLAS Insights Episode 11 - Dalton Divakaran, Strategies on Driving Better Consumer Health Outcomes

Adam Cherrington and Dan Czech speak with the current Director and Industry Advisor for Global Healthcare at Salesforce, Dalton Divakaran, about the strategies being used to drive better outcomes for patient care. Divakaran stresses the importance of having open dialogue between organizations and Salesforce. By having open conversations, trust builds and allows for honest input on how to better understand patients’ needs. Czech poses the question of what is being done in other countries to enhance the healthcare experience with patients and what the key takeaways are. Divakaran says that access to healthcare is an obstacle to overcome. He explains how in countries like Spain where healthcare is essentially free, hospitals are constantly overwhelmed with large populations of patients needing care, and this causes stress and sometimes even bad experiences for patients. One of the solutions that Divakaran mentions is for healthcare organizations and leaders to be more proactive and open to feedback from their patients—this is the dialogue that matters and that will benefit everyone. Ultimately, prioritizing what matters to patients is the most important factor, and this should be the center focus for every organization.

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