Revolutionising Patient Engagement For Private Healthcare

Delivering Intelligent Salesforce Solutions for the Health & Life Sciences Sector

Platform

Salesforce Health Cloud, Experience Cloud, Sales Cloud, Marketing Cloud, CRM Analytics, Field Service Lightning

Location

London, UK

Industry

Healthcare & Life Sciences

Project

End-to-end Salesforce implementation and integration to streamline care coordination, enhance patient engagement, and drive operational transformation

Company Profile

This client is a growing healthcare provider in the UK specialising in personalised care plans, chronic disease management, and health education programs. With a patient-first philosophy and expanding reach, they operate multiple care centres, partner with clinical networks, and deliver home-based support to thousands of patients. Their vision is to provide coordinated, technology-enabled care across diverse channels while maintaining a human touch in every interaction.

The Challenge

The organisation faced growing demand for scalable, responsive, and personalised healthcare services. Their rapid expansion strained legacy systems that were not built to handle the volume or complexity of modern patient needs. Critical challenges included:

Patient data scattered across multiple platforms (EMRs, appointment tools, CRM systems)
Manual scheduling and follow-ups resulting in delayed interventions
Lack of real-time visibility into patient engagement and treatment plans
Limited ability to personalise communication based on patient history or health conditions
Disconnected teams managing care coordination, field service, and patient support

Their goal was to transition from a reactive, fragmented model to a proactive, patient-centric digital ecosystem.

The Objective

The healthcare provider sought a unified Salesforce-powered solution to:

Centralise patient records and care plans with Salesforce Health Cloud
Enable secure and seamless digital communication via Experience Cloud
Automate patient journeys and educational outreach with Marketing Cloud
Optimise field operations for home visits with Field Service Lightning
Deliver predictive insights using Einstein Analytics
Strengthen coordination across care teams through a single interface

They needed a partner with deep industry knowledge, technical expertise, and the agility to support ongoing innovation. Logic Mount was brought on board to lead this digital transformation.

The Logic Mount Solutions

Logic Mount engaged with the organisation through a strategic phased approach, beginning with a deep-dive discovery phase: interviewing clinicians, admin teams, field staff, and leadership to understand workflows, compliance needs, and patient journeys. Our approach combined Salesforce’s native health tools with custom integrations and configurations tailored to real-world operations.

Salesforce Health Cloud Integration: We unified patient data including appointment history, care plans, clinical notes, and social determinants of health. Custom patient timelines allowed providers to see a 360-degree view in real-time, enabling proactive care delivery.
Experience Cloud Portals: We built secure, role-based portals for patients and caregivers. These portals allowed for appointment scheduling, secure messaging, access to educational resources, and real-time updates on care progress. Visualforce was used for advanced UI customisation based on patient conditions.
Marketing Cloud Automation: Logic Mount designed personalised patient journeys, with automation for appointment reminders, health tips, and wellness programs. Journeys adapted based on patient behavior, using email, SMS, and mobile push notifications to stay connected.
Field Service Lightning for Home Care: We deployed Field Service Lightning to optimise clinician scheduling, route planning, and case tracking for in-home services. Mobile functionality allowed field staff to update patient records on-site, improving continuity of care.
Einstein Analytics: Predictive models were activated to identify patients at risk of missing appointments or non-compliance with care plans. These insights informed outreach strategies and care team assignments.
Custom Salesforce Integrations: Using APEX, middleware, and HL7/FHIR standards, we integrated with Electronic Medical Record (EMR) systems, lab systems, and telehealth platforms. Two-way sync ensured accuracy and reduced data entry duplication.
Revenue Cloud and Billing Workflow: We configured Salesforce Revenue Cloud to manage insurance authorizations, billing cycles, and payment tracking. Logic Mount built logic-driven workflows to route claims and minimise revenue leakage.
Training and Ongoing Support: Logic Mount developed tailored training modules for clinical and administrative teams. Our enablement sessions focused on change management, ensuring high user adoption and continuous feedback.

The Stages

Our delivery followed the Logic Mount Agile Delivery Framework, which ensures fast value delivery through sprint-based collaboration and constant stakeholder engagement.

Discovery & Planning

We conducted workshops with clinicians, data officers, and programme leads to identify pain points and capture operational goals. Patient personas and service blueprints were developed to ensure our solutions aligned with real-world care delivery.

Architecture & Integration Mapping

Our architects built a comprehensive data and system flow plan. We identified key integration points across third-party platforms, ensuring scalability and data integrity across departments.

Platform Configuration

From intake and triage to follow-up care, custom objects and processes were created to reflect real patient workflows. Lead assignment, task management, and alert systems were automated based on specific care triggers.

Development & Customisation

We utilised Apex, Visualforce, and Lightning Web Components to build custom pages and workflows that supported clinicians in their day-to-day tasks without adding complexity.

Testing & Iteration

A combination of sandbox testing, user demos, and QA sessions allowed us to refine the system. Stakeholders provided feedback in real-time, ensuring that functionality aligned with expectations.

Go-Live & Training

The final solution was rolled out with minimal disruption, thanks to phased deployments and role-based training modules. A dedicated support team from Logic Mount remained on hand to guide adoption.

Ongoing Optimisation

Our engagement with the organisation remains active. We continue to enhance the platform with new features, data sources, and automation improvements based on evolving needs.

The Result

Our Salesforce-powered solution did not just digitise their operations; it redefined their approach to patient care.

The Core Outcomes:

40% improvement in care team coordination: Unified data and workflows reduced delays and duplications.
30% increase in appointment adherence: Automated reminders and predictive engagement improved outcomes.
Real-time clinical visibility: Admins and providers now access accurate patient data with a single login.
Faster billing and revenue collection: Streamlined workflows decreased claim processing time by 25%.
Higher patient satisfaction: Personalised communication and easier access to care services improved trust.
Scalable foundation: New services and clinics are onboarded in days, not weeks.

This transformation is ongoing. As new health challenges emerge, the platform adapts—driven by Logic Mount’s continuous support, optimisation, and innovation.

"

"Logic Mount has become an extension of our team. They understood both the technical complexity and the human importance of our work. Thanks to them, we are now more empowered and provide care that is efficient, empathetic and proactive."

"

—

— Head of Clinical Operations

Ready to Deliver Smarter Care?

Logic Mount empowers healthcare organisations to build intelligent Salesforce ecosystems improve outcomes, enhance compliance, and empower teams. Contact us today and let’s build your future of care, together.

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"Logic Mount has been a reliable development partner, helping us customise and optimise our Salesforce environment to better support our internal workflows. Ash and his team are responsive, knowledgeable and consistently delivering high quality work on time. I cannot recommend highly enough."

Tyler Scott, Product Director

"Working with Logic Mount has been a game changer for our CRM. They helped us streamline complex integrations and improve system performance across our internal dev teams. Their developers are fast, detail oriented and easy to work with. They really understand the demands of a growing solar business like ours."

Brian Turner, Head of Solutions

"Logic Mount brought the technical expertise we needed to scale our Salesforce platform. They completly customised our CRM to our needs. Their team delivered effective solutions that aligned with our sales and customer support KPI's. Their responsiveness and reliability make them a dream partner."

Rachel Kim, CRM Operations Lead

"Logic Mount has been instrumental in tailoring Salesforce to fit the specific needs of our brands. Their team understood the sensitivity and complexity of our workflows and delivered solutions that improved both patient engagement and internal efficiency. Professional, reliable and easy to work with."

Zakir Hussien, Head of Digital Performance

Revolutionising Patient Engagement For Private Healthcare

Platform

Location

Industry

Project

Company Profile

The Challenge

The Objective

The Logic Mount Solutions

The Stages

The Result

The Core Outcomes:

"

"Logic Mount has become an extension of our team. They understood both the technical complexity and the human importance of our work. Thanks to them, we are now more empowered and provide care that is efficient, empathetic and proactive."

"

—

— Head of Clinical Operations

Ready to Deliver Smarter Care?

"Logic Mount has been a reliable development partner, helping us customise and optimise our Salesforce environment to better support our internal workflows. Ash and his team are responsive, knowledgeable and consistently delivering high quality work on time. I cannot recommend highly enough."

"Logic Mount brought the technical expertise we needed to scale our Salesforce platform. They completly customised our CRM to our needs. Their team delivered effective solutions that aligned with our sales and customer support KPI's. Their responsiveness and reliability make them a dream partner."

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