Healthcare is an ever-evolving industry that demands precision, personalized care, and streamlined operations. With the growing need for digital transformation, organizations are turning to technology to enhance patient engagement, improve operational efficiency, and deliver superior care outcomes.
Salesforce Health Cloud is a purpose-built healthcare CRM (Customer Relationship Management) platform designed to bridge the gaps in traditional healthcare systems. By integrating clinical and non-clinical data, Health Cloud empowers providers, payers, and life sciences organizations to create meaningful patient experiences and optimize their workflows.
In this guide, we’ll explore everything you need to know about Salesforce Health Cloud, from its key capabilities and features to its implementation strategies and future trends.
What is Salesforce Health Cloud?
Salesforce Health Cloud is a unified healthcare platform that combines patient data from multiple systems, including EHRs (Electronic Health Records), payer systems, and wearable devices into a single comprehensive view. This centralized approach allows healthcare providers and organizations to:
- Deliver personalized care by understanding each patient’s unique health journey.
- Facilitate collaboration among care teams, including doctors, nurses, therapists, and administrative staff.
- Enable payers to enhance member engagement through targeted programs and proactive communication.
Unlike traditional healthcare systems, Salesforce Health Cloud focuses on fostering patient-provider relationships and improving care outcomes. It’s a scalable solution that adapts to the needs of small clinics, large hospitals, and everything in between.
Core Capabilities of Salesforce Health Cloud
1. Unified Data Model:
Health Cloud integrates data from multiple sources, such as legacy systems, EHRs, and third-party applications, into a standardized data model. This ensures healthcare organizations have a holistic view of their patients.
2. Care Team Collaboration:
Collaboration tools allow healthcare professionals to coordinate tasks, share patient insights, and streamline communication, ensuring continuity of care.
3. Care Journey Management:
Health Cloud provides tools for tracking patient progress across their care journey, from initial diagnosis to post-treatment follow-ups.
4. Payer-Specific Features:
Payers (insurance companies) can use Health Cloud to manage operational tasks such as benefits administration, claims processing, and member engagement.
The Salesforce Health Cloud Architecture
The Salesforce Health Cloud architecture is a cloud-based system that provides healthcare organizations with a single view of the patient’s medical history and makes it easier to coordinate care between different providers.
The Salesforce Health Cloud architecture consists of the following components:
- Salesforce Health Cloud: This core system manages patient care, offering features like appointment scheduling, care coordination, and patient engagement.
- Middleware: This layer integrates Salesforce Health Cloud with other systems, including electronic medical records (EMRs) and external scheduling systems.
- REST calls: are used for communication between different system components.
- HL7: A standard for exchanging healthcare data
Managing Appointments from Health Cloud requires identifying the source system’s time slot support; implementing the Health Cloud global interface; transforming the input request to fit the source electronic health records (EHR) system; routing the request to the EHR system; and getting the appointment information back.
The external appointment management system is commonly part of a larger Electronic Health Records (EHR) system. The integration between Health Cloud and the EHR via integration middleware software.
The Salesforce Provider data model provides the call to filter and show providers in the UI.
REST callouts from Health Cloud point to the source system of truth for appointment availability and booking.
Key Features of Salesforce Health Cloud
- Patient 360
Health Cloud’s Patient 360 feature offers a complete view of a patient’s medical history, medications, upcoming appointments, and lifestyle habits. By consolidating data from EHRs, wearable devices, and external systems, providers can make informed decisions and deliver more personalized care.
- Care Coordination
Health Cloud equips care teams with tools to create and monitor care plans, assign tasks, and track patient progress. This feature ensures seamless communication between different healthcare professionals involved in a patient’s treatment.
- Engagement Tools
Health Cloud supports personalized communication through various channels, including email, text, and phone. These tools can be used to send appointment reminders, follow-up alerts, and educational resources to patients.
- Health Cloud Console
The console is a centralized interface where care teams can access patient data and workflows. It includes role-based access to ensure data security while promoting efficient information sharing.
- Risk Stratification
With built-in analytics, Health Cloud helps identify high-risk patients who require immediate attention. This enables providers to prioritize resources effectively and design targeted outreach programs.
- HIPAA Compliance
Salesforce Health Cloud meets strict healthcare industry regulations, such as HIPAA, ensuring that patient data is secure and confidential.
- AI-Powered Insights
Using Einstein AI, Health Cloud provides predictive analytics and personalized care recommendations, allowing providers to anticipate patient needs and optimize outcomes.
- Integration with Third-Party Systems
Health Cloud seamlessly integrates with various third-party systems, such as telehealth platforms, payer networks, and data exchange tools, creating a connected healthcare ecosystem.
Top Benefits of Salesforce Health Cloud
- Enhanced Patient Experience
Health Cloud streamlines the patient journey, from booking appointments to managing insurance claims. By enabling proactive and personalized communication, patients feel valued and supported.
- Improved Care Coordination
Care teams can collaborate more effectively, ensuring that patients receive comprehensive and timely care. This minimizes gaps in treatment and reduces the likelihood of errors.
- Data-Driven Decision Making
AI-powered insights help healthcare providers identify trends, predict outcomes, and make smarter, data-backed decisions.
- Scalability and Flexibility
Health Cloud is designed to scale with the organization, whether it’s a small clinic or a multi-location hospital. Its flexibility ensures it can adapt to the unique needs of any healthcare entity.
- Regulatory Compliance
By adhering to industry regulations, Health Cloud ensures that patient data remains secure, fostering trust between patients and providers.
Common Use Cases
- Patient Relationship Management
Providers can consolidate patient data into a single source of truth, allowing them to focus on delivering personalized care instead of administrative tasks.
- Chronic Care Management
Health Cloud enables care teams to coordinate long-term care for patients with chronic conditions, ensuring they receive consistent and effective treatment.
- Member Engagement for Payers
Payers can create tailored health programs, communicate proactively, and enhance member retention through a seamless experience.
- Clinical Trial Management
From participant recruitment to data analysis, Health Cloud simplifies the clinical trial process, ensuring compliance with regulatory standards.
- Telehealth Integration
Health Cloud supports telehealth initiatives by integrating virtual care tools, enabling remote monitoring, and expanding care access to underserved areas.
Implementation Considerations
Successfully implementing Salesforce Health Cloud requires a strategic approach that considers the unique needs and challenges of your organization. Below is an in-depth look at key considerations to ensure a seamless and impactful rollout:
- Assess Organizational Needs
Before implementing Health Cloud, it’s crucial to thoroughly evaluate your current systems and workflows. This includes:
- Identifying Pain Points: Determine challenges in patient data management, care coordination, or communication that need to be addressed.
- Setting Clear Objectives: Establish measurable goals for the implementation, such as improving patient satisfaction scores, reducing operational inefficiencies, or enhancing data security.
- Engaging Stakeholders: Involve care teams, administrators, and IT staff early in the process to ensure the solution aligns with their needs.
- Data Migration
Data migration is one of the most critical phases of Health Cloud implementation. It involves transferring data from existing systems into Health Cloud’s unified data model. Key steps include:
- Data Assessment: Audit existing data sources, such as EHRs, payer systems, and other third-party platforms, to understand their structure and quality.
- Mapping Data: Define how data from legacy systems will map to Health Cloud’s data architecture. This ensures consistency and usability.
- Cleansing Data: Remove duplicate, outdated, or inaccurate data to improve the reliability of the migrated information.
- Testing: Conduct thorough testing to validate that data has been accurately transferred and integrated into the new system.
- Customization
Salesforce Health Cloud is a flexible platform that can be customized to fit your organization’s specific needs. This includes:
- Tailoring Workflows: Modify default workflows to align with your operational processes, such as care coordination, patient outreach, or claims management.
- Creating Custom Features: Add custom fields, objects, or automation to address unique requirements, such as specialized reporting or integration with proprietary systems.
- Leveraging AppExchange: Utilize third-party applications from Salesforce’s AppExchange to enhance functionality without extensive development.
- Training and Adoption
Ensuring your team is equipped to use Health Cloud effectively is essential for successful implementation. Consider the following:
- Comprehensive Training Programs: Develop role-based training sessions to educate care teams, administrative staff, and IT professionals.
- Change Management: Address resistance to change by highlighting the benefits of Health Cloud and involving users in the implementation process.
- Ongoing Support: Provide access to resources, such as help desks or knowledge bases, to assist users as they adapt to the new system.
- Continuous Optimization
Health Cloud implementation is not a one-time effort—it requires regular evaluation and updates to stay effective. Steps include:
- Monitoring Performance: Use Salesforce’s built-in analytics to track key metrics, such as user adoption rates, patient engagement levels, and operational efficiencies.
- Gathering Feedback: Collect feedback from users to identify pain points or feature requests.
- Iterative Improvements: Implement incremental changes to optimize workflows, enhance user experience, and achieve better outcomes.
Setup Process
- Enable Health Cloud Features
- Activate Health Cloud by working with your Salesforce account representative.
- Configure Core Objects
- Set up key objects such as Care Plans, Care Teams, Tasks, and Patient Data Records.
- Data Integration
- Use tools like Salesforce Connect, MuleSoft, or APIs to sync data from EHRs, insurance platforms, and other systems.
- Security Setup
- Implement role-based access controls to ensure data privacy.
- Use Salesforce Shield for encryption and auditing capabilities.
- Workflow Automation
- Automate repetitive processes like appointment reminders, follow-ups, and care plan updates using Flow Builder or Process Builder.
- Reporting and Analytics
- Create dashboards and reports using Health Cloud Analytics to monitor patient trends and system performance.
Future Trends In Salesforce Health Cloud
As healthcare technology continues to evolve, Salesforce Health Cloud is poised to incorporate cutting-edge innovations to meet the demands of the future. Below are some key trends that are shaping its trajectory:
- AI and Machine Learning
Artificial intelligence and machine learning are revolutionizing how healthcare organizations predict patient needs and deliver care:
- Predictive Analytics: AI-powered tools analyze historical and real-time data to identify at-risk patients, enabling early intervention and preventive care.
- Personalized Recommendations: Machine learning algorithms create tailored care plans by analyzing patient preferences, medical histories, and lifestyle habits.
- Operational Efficiency: AI can automate routine tasks, such as scheduling follow-ups, sending reminders, or triaging inquiries, freeing up care teams to focus on critical tasks.
- Wearable Device Integration
The integration of wearable devices and Internet of Things (IoT) technology into Health Cloud is transforming patient monitoring and engagement:
- Real-Time Health Tracking: Devices like fitness trackers, smartwatches, and medical wearables provide real-time data on vital signs, physical activity, and sleep patterns.
- Proactive Alerts: Wearables can trigger alerts for care teams when a patient’s readings fall outside of safe parameters, enabling timely intervention.
- Improved Patient Engagement: Patients can take a more active role in their health management by accessing their data and insights through Health Cloud’s patient portals.
- Expanded Telehealth Features
Telehealth has become a cornerstone of modern healthcare, and Health Cloud is evolving to meet the growing demand for virtual care solutions:
- Integrated Virtual Visits: Providers can seamlessly access patient medical histories, care plans, and telehealth appointment notes within Health Cloud during virtual consultations.
- Remote Monitoring: Telehealth platforms combined with wearable devices enable continuous patient monitoring, especially for chronic conditions or post-surgical recovery.
- Broadening Access: Advanced telehealth tools help healthcare organizations reach underserved populations, including those in rural areas or with mobility challenges.
- Enhanced Virtual Collaboration: Care teams can collaborate remotely through shared dashboards and communication tools, ensuring a unified approach to patient care.
By preparing for implementation with a clear strategy and staying ahead of future trends, healthcare organizations can maximize the benefits of Salesforce Health Cloud and deliver superior care experiences.
Salesforce Health Cloud Pricing Overview
Salesforce Health Cloud offers various pricing models tailored to the specific needs of different organizations:
Enterprise – $325 USD per user per month
Priced at $325 USD per user per month, this model provides comprehensive functionality for healthcare organizations. It includes patient management, care coordination, and personalized patient engagement.
Unlimited – $500 USD per user per month
At $500 USD per user per month, the Unlimited model not only includes all the features of the Enterprise model but also offers advanced capabilities such as analytics, customization options, and expanded data storage.
Check here for a detailed comparison
Conclusion
Salesforce Health Cloud is more than just a healthcare CRM—it’s a transformative platform that empowers organizations to focus on patient outcomes, streamline operations, and adapt to the rapidly evolving healthcare landscape.
By investing in Salesforce Health Cloud, organizations can enhance patient satisfaction, improve operational efficiency, and drive long-term success. Ready to modernize your healthcare operations? Contact our Salesforce experts to learn how Health Cloud can address your unique needs.
