Improve Patient and Program Outcomes

Learning Objectives

After completing this unit, you’ll be able to:

• Explain the importance of outcome management in improving care program success.
  
• Define and measure program outcomes using key data model objects.
  
• Describe how Patient-Reported Outcome Measures (PROMs) and Patient Engagement Analytics improve program success.
  
• Explain how Generative AI Outcome Summaries support personalized care and program adjustments.
  

Elevate Program and Patient Success

Patient services programs are designed to support treatment adherence, reduce financial barriers, and improve health outcomes—but without a structured way to measure success, organizations struggle to:

• Track whether patients are staying on therapy or dropping off.
  
• Gather meaningful feedback on how support programs affect daily life.
  
• Identify patients at risk of disengaging before they stop treatment.
  
• Evaluate which parts of a program are effective and where improvements are needed.
  

Without a clear view of program performance, teams rely on incomplete data, making it difficult to refine strategies or demonstrate impact.

Cumulus Pharma has helped Lisa Green start her diabetes treatment, but long-term success requires more than just getting patients on therapy. How do they know if the Diabetes Management Program is working? Are patients staying engaged? Are they seeing real health improvements?

With PSP for Life Sciences Cloud, life science organizations can:

• Define and measure program success with structured goals and real-time tracking.
  
• Capture patient-reported outcomes (PROMs) to understand how support programs affect daily life.
  
• Use engagement analytics to prevent drop-offs and keep patients on therapy.
  
• Use AI-powered insights to generate real-time summaries and adjust strategies effectively.
  

In this unit, learn how Cumulus uses PSP to evaluate and improve its Diabetes Management Program.

Model Program Outcome Management

Cumulus Pharma’s Diabetes Management Program is designed to help patients like Lisa stay on treatment, but measuring success requires structured tracking and clear performance indicators. PSP for Life Sciences Cloud gives you an outcome management model that connects program goals with real-world results. Use the model to equip care teams to monitor impact and make timely, informed adjustments.

Program Outcome Framework

At the core of outcome management are objects that define program goals and link them to measurable indicators.

This table describes the objects and their relationships.

By structuring outcomes this way, program impact is both measurable and actionable, giving care teams clear performance benchmarks.

Program Outcome Result Framework

To evaluate progress, PSP captures both program-level and patient-specific data, providing real-time insights into overall success and individual adherence trends.

This table describes these tracking objects and their relationships.

With structured data capturing both individual and aggregate results, Carla Brown, the program lead at Cumulus Pharma, can easily track progress and identify areas for intervention.

Use Patient and Program Outcome Management

Let’s follow Carla as she works to track and improve the success of the Diabetes Management Program.

Define the Outcomes

Carla starts by setting clear, measurable goals for the program. One of the key short-term outcomes she defines is “Improved Quality of Life”. She specifies what to measure—self-reported improvements in quality of life—along with how to measure it, using patient assessments and program engagement data. She also defines the timeframe for evaluation, setting quarterly check-ins to track progress.

She creates Outcome Activities to link this goal to program execution and assigns Indicator Definitions to track progress against set metrics.

With these definitions in place, patients, care teams, and program administrators all have a shared understanding of what success looks like.

Capture Patient Insights

To gather real-world feedback, Carla sets up a Quality of Life Assessment using patient-reported outcome measures (PROMs). Lisa uses the assessment from her patient portals to report on how the program is impacting her daily life.

Three months into her treatment, Lisa completes her assessment, noting significant improvements in managing her diabetes. These PROMs provide direct patient feedback, allowing Carla to adjust support strategies as needed.

For more details, see Assessments and Surveys in Life Sciences Cloud in Salesforce Help.

Monitor Program and Patient Engagement

Carla uses Engagement Analytics Dashboards to monitor program health, patient engagement levels, and adherence trends. The dashboard provides a real-time view of program performance and patient adherence, those at risk of disengagement, and drop-off trends that require intervention.

For participants showing signs of reduced engagement, Carla triggers automated reminders or personalized outreach to keep them involved.

For more details, see Patient Support Programs Console App in Salesforce Help.

Generate Outcome Summaries

To gain deeper insights, Carla generates Agentforce-powered outcome summaries, which provide:

• Patient-level summaries, offering a detailed view of Lisa’s progress, adherence trends, and support needs.
  
• Program-level summaries, delivering a high-level assessment of program performance, successes, and areas for optimization.
  

Here’s a summary for Lisa’s participation in the Diabetes Management Program

Carla uses the automated reports to share insights with stakeholders, refine program strategies, and keep the Diabetes Management Program on target.

For more details, see Generate Program Outcome Summary and Generate Patient Outcome Summary in Salesforce Help.

With structured tracking, patient insights, and AI analytics, PSP keeps your patient services data-driven and adaptable.

With real-time data models, intelligent automation, and proactive engagement strategies, Cumulus Pharma can confidently measure success and refine programs, all for the good of patients.

Transform Patient Services at Scale

Nice work! You’ve just completed a journey through the capabilities of Patient Services Programs (PSP) for Life Sciences Cloud. Let’s recap what you’ve learned.

Seamless Enrollment and Onboarding

PSP enables fast, patient-friendly intake by automating referrals, digitizing document workflows, and guiding users through tailored enrollment paths. Every patient starts their care journey with clarity and ease.

Care Benefits Verification

Intelligent workflows and real-time payer integrations keep insurance verification accurate and timely. PSP removes bottlenecks and highlights the right next steps—whether for first-time verifications or recurring treatments.

Financial Assistance Management

PSP matches patients with copay, patient-assistance, and quick-start programs through prebuilt rules and intelligent recommendations—streamlining disbursements and eliminating administrative hurdles that delay access to care.

Outcome and Program Performance Tracking

With structured outcome models, patient-reported measures (PROMs), engagement analytics, and generative AI summaries, organizations can monitor what’s working and where to improve—both at the patient and program level.

By unifying these capabilities, Life Sciences Cloud turns fragmented, manual processes into a single, intelligent workflow that centers care around each patient’s real-life needs. Pharmaceutical companies like Cumulus gain agility and insight, while patients like Lisa enjoy clarity, affordability, and ongoing support.

Explore the Resources section for additional tools and implementation support to bring these solutions to life in your organization!

Resources

• Salesforce Help: Patient Program Outcome Management
• Salesforce Help: Indicator Result Calculation Flow