Patients fall through the cracks
Between the app, the inbox, and the phone, handoffs depend on someone noticing. The patients who go quiet are exactly the ones the program exists to catch.
Care navigation · Surgical episode programs
Salesforce for care navigation and surgical episode programs.
Patient engagement operations that scale past spreadsheets and shared inboxes: patients message from the app or SMS, work routes to an available nurse, and leadership can finally see the program.
30 minutes. No PHI. Bring the channels your team juggles and where patients drop out today.
Salesforce PartnerHIPAA compliant
100,000+
patient messages managed
15,314
surgeries supported
51
users working in it daily
5.0
client rating
The operating problem
The program works. The operation behind it doesn't scale.
Care navigation lives or dies on staying close to the patient. These are the three failures that show up when the tooling is a shared inbox and a spreadsheet.
Nurses juggle channels blind
SMS in one tab, chat in another, phone on the desk. No routing, no visibility into who is handling what, and no way to know a message sat unanswered.
Leadership can't see the program
Engagement, response times, and team availability live in anecdotes. When the board asks how the program is performing, the answer is a spreadsheet built that morning.
Named proof · Goldfinch Health
Five years of patient engagement, running in production
Goldfinch Health guides patients through surgical episodes. Their engagement operation runs on a system GAT built where the clinical data already lived.
Goldfinch was paying a separate patient-messaging vendor that knew nothing about their patients. We advised against buying another point solution and built the messaging into Salesforce instead: nurses and patients talking in the same place the clinical record lives, with years of message history brought across so nothing was lost in the move.
Spanish-speaking patients read Spanish while nurses type English, without hiring a translator. Every look at a patient record is logged, so compliance always has an answer. Five years on, it carries 100,000+ patient messages and has supported 15,314 surgeries, built to HIPAA-compliant standards.
Real-time patient-nurse chatPresence-aware Omni-Channel routingBuilt-in translationAccess auditing
Read the chat architecture →
The stack we build
From patient message to a staffed, measured response
Five stages, one system. The patient keeps the app they know; the team behind it gets routing, context, and numbers.
01
Patient
Writes from the app or SMS, in their own language
02
Messaging record
Lands on the patient record where clinical context already lives
03
Omni-Channel routing
Presence-aware: work goes to a nurse who is actually available
04
Nurse console
Screen pop with the patient, history, and surgical episode in view
05
Analytics
Availability, engagement, and response times leadership can read
The same rail carries SMS, in-app chat, and callbacks, so adding a channel is a routing decision, not another system.
What we build
The working pieces of a patient engagement operation
Each piece ships on its own and compounds with the rest. Most programs start with messaging and routing, then add the rest as the operation grows.
Patient messaging & consent flows
Two-way patient messaging built into Salesforce, where the clinical record already lives, with consent and opt-out handled as first-class workflow, not an afterthought.
Omni-Channel routing & capacity design
Presence-aware routing that sends each message to an available nurse, with queues, capacity limits, and after-hours behavior designed around how your team actually staffs.
EHR & system integrations
Connect the program to the EHR and the systems around it so navigators work from current clinical context instead of copying it between tabs.
HIPAA access auditing
Every look at a patient record logged, so compliance always has an answer. Built to HIPAA-compliant standards under a BAA.
AI layer: translation & suggested replies
Spanish-speaking patients read Spanish while nurses type English. Suggested replies drafted from the record, always behind a human send button.
Research before the call
The architecture behind the operation
Use these to brief clinical operations, IT, or compliance before we map your program together.
Architecture
Real-time patient chat with Platform Events
The event-driven pattern behind a production patient-nurse chat: delivery, ordering, retries, and the operational guardrails around them.
Open resource →
Compliance architecture
HIPAA access auditing with Platform Events
How to log every access to patient data in Salesforce so an audit is a query, not a project.
Open resource →
Operating model
What is Salesforce Headless 360?
Why the patient's app stays the front door while Salesforce runs the operation behind it.
Open resource →
Running admissions instead of navigation? See the behavioral health integration practice, or step back to the broader healthcare operating model.
Care navigation questions
What program leaders ask before they build
- Are you HIPAA compliant, and will you sign a BAA?
- Yes. GAT is a HIPAA-compliant organization and signs BAAs. We build patient-facing systems to HIPAA-compliant standards: minimum-necessary access, controlled credentials, auditability on every path that touches patient data, and access logging so compliance always has an answer. Your overall compliance program stays yours to maintain; we make sure the engagement platform is never the weak link in it.
- What EHRs and systems do you integrate with?
- We have shipped production Salesforce integrations with AdvancedMD and Opus, and event-driven integrations with custom and vendor systems beyond those. The honest answer for any specific EHR depends on what its API exposes, which we verify during discovery before anything is scoped.
- Do we have to replace our patient app or EHR?
- No. The usual model keeps your patient app as the front door and the EHR as clinical truth, with Salesforce as the operating layer between them: messaging, routing, consoles, and analytics. Patients keep the experience they know while the team behind it gets a real operation.
- How long does a build like this take?
- Weeks per phase, not quarters. A typical sequence ships messaging first, routing and the nurse console second, and analytics third, so the team is working in the system while later phases land. The discovery call produces a phased recommendation with the first build defined.
- What does it cost?
- Scope drives price, and the phases keep each commitment small: you fund the next working piece, not a monolith. Book a discovery call and leave with a phased recommendation and a clear read on effort, whether or not we build it together.
GAT Solutions helped build the Salesforce system almost entirely from scratch, with thoughtful solution design, clear communication, and dependable delivery.
Care Navigation Discovery Call
Map the program before you buy another point solution.
- Discovery call readout
- A read on where patients fall through today's handoffs
- A routing and capacity model matched to your team
- A recommended first build: messaging, routing, or integration