Design checklist for Patient Service Center
How have you configured Patient Service Center?
- Complete the post-deployment configurations for healthcare solutions powered by Dynamics 365.
- Configure automatic chats using Microsoft Azure Health Bot.
- Configure customer feedback using Dynamics 365 Customer Voice.
- Configure the productivity pane to display agent tools including knowledge search, agent scripts, and smart-assist cards directly in Patient Service Center.
- Configure Customer Insights to help you build a deeper understanding of your patient.
- Configure integration with Microsoft Teams for healthcare organizations.
- Configure secure messaging for healthcare organizations to control chat and channel messaging.
- Set up and configure a patient access portal using Microsoft Power Pages.
- Set up Azure capabilities, such as Azure Health Data Services and Azure Health Bot, to enhance your Patient service center scenario.
- Configure Azure bots to escalate and end conversations
- Review the overview of Data integration toolkit to learn more about using Azure Health Data Services.
- Configure your own branding for healthcare solutions.
How have you extended Patient Service Center?
- As part of your test strategy, validate the extensions to ensure they don’t negatively impact the user experience, responsiveness, performance, and how the solution behaves across different devices and platforms.
- Ensure the extensions honor security, privacy, and compliance requirements. Ensure extensions are scalable, tested for high volume, and capable of handling peaks.
- Align extensions with application lifecycle management (ALM) automated processes so you can build and deploy them efficiently and rapidly.
- Ensure code and customizations follow only the documented supported techniques. Don’t use deprecated features and techniques.
- Use team templates in Teams to make sure that all your teams you are creating are using predefined settings, channels and pre-installed apps.
- Extend the Clinical timeline control to display custom entities in unified patient view.
How have you set your reporting and analytics strategy for Patient Service Center?
- Take advantage of the default reporting and intelligence capabilities from Dynamics 365 Customer Service and Omnichannel for Customer Service embedded within the Patient Service Center application.
- Map out your organizational data estate to develop a holistic view of different data sources, the type of data they hold, and the schema used.
- Define your analytics strategy and the tools to support it. Ensure your approach meets current and future reporting requirements while considering the data volumes and different sources of data.
- Align to Common Data Model to take advantage of the standardized business applications schema for better interoperability across systems.
- Understand the security implications when exporting data from the app to external analytical data stores. Plan for how to protect and secure your data. Provide data access only to those who truly need it.
- Align the reporting and analytics to your broader master data management strategy.
- Use modern data and business intelligence platforms such as Azure Synapse Analytics and Power BI to build enterprise data solutions.
How have you secured your applications?
- Identity and define your shared responsibility and customer responsibilities.
- Configure Microsoft Pureview for data governance and inventory discovery.
- Be sure to set up the business unit structure properly to segment access to data and the user interface based on user responsibilities or sub-organization internal boundaries.
- Use non-default roles with caution and ensure backend processes don't fail due to privilege issues. For more information about user role segmentation, go to set up user roles and access management.
- Configure auditing, logging, and monitoring for services in use of Patient Service Center wherever business requires. You should evaluate the performance and storage cost implications of unnecessary logging.
How have you considered privacy and compliance in your design?
- Identify regulatory requirements in countries/regions where operations exist.
- Review compliance in Microsoft Cloud for Healthcare and validate the alignment with the compliance offerings planned for Patient outreach.
- Review data privacy. For license terms for Microsoft Cloud for Healthcare, Azure and Microsoft Power Platform, go to Online Service Terms and Microsoft Privacy Statement.