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Technical May 11, 2023

How Salesforce Health Cloud Can Provide Better Patient and Provider Experiences


Healthcare systems increasingly depend upon a data-driven model to manage the patient experience. Historically, data has been collected and arranged across many disparate systems. As information is carried across those systems, it can result in data entry errors and inefficient workflows for providers and patients, which means missed opportunities to resolve gaps in patient care. Salesforce Health Cloud offers the opportunity to standardize data across multiple systems, providing a central data hub that improves the patient experience and provides true continuity of care.

Provide a System “Source of Truth”

Many hospital systems rely on separate Electronic Medical Records (EMRs), call centers, and Customer Relationship Management (CRM) software to manage the stages of the patient journey. These disparate systems force physicians and other providers to spend valuable time and attention tracking and replicating data across multiple sources and systems, which are vulnerable at each stage to bad data being introduced and carried over through human error.

Health Cloud allows these scattered information sources to be connected through secure Application Programming Interfaces (APIs) to create a holistic, 360-degree view of the patient. For example, when a diabetic patient who has fallen and injured their foot visits an Emergency Department (ED) within the same healthcare system, Health Cloud makes critical information available not only to the ED, but also to the patient’s Primary Care Physician (PCP) for follow-up. After the patient’s visit to the ED, the PCP is able to view the results of the visit in the patient’s record and can then assess the possible correlation between sudden loss of balance and the emergence of peripheral neuropathy or vestibular dysfunction. Patient care, in this example, continues more efficiently across providers, which can optimize outcomes for patients.

And the benefits of the Health Cloud system don’t stop there. In addition to improving patient outcomes, Health Cloud also saves the provider and facility time and resources, maximizing efficiency and accuracy, and providing leadership with a clear view of its organization and patient-base. The right people have access to the right information at the right time to provide well-considered insights, treatments, and preventative care for patients while also minimizing any frustration that results from inefficient workflows.

Create A Digital “Front Door” For the Patient

Health Cloud can also provide a more connected patient experience through customizable, interlinked, and secure online patient portals. Required intake forms can be populated in one easy-to-access site with alert automation built in to save time and alert respective parties of any issues or form completions. Patients have access to their personal medical history and the ability to be more directly involved in their own healthcare.

Specialized workflows and alerts can be displayed so that patients are made aware of any possible actions, such as the scheduling of follow-up appointments or medication renewals.

These portals can also allow access to telehealth appointments or nurse-on-call features, providing quick and convenient access to medical attention at the moment when patients most need it. By creating a centralized data system and digital front door, patients have better access to their healthcare and are empowered to make informed health decisions while establishing a deeper level of connection and trust with their healthcare providers.

Identify and Manage Gaps in Care While Maintaining the Patient’s Preference for Communication

With standardization data metrics and Health Cloud as an agreed-upon source of truth, analytics within Health Cloud can identify possible gaps in care and alert the proper population group. Providers are able to see potential gaps and proactively address issues to provide highly personalized patient care. Incoming information from EMRs can be analyzed and used to trigger workflow processes to update a patient’s record or send outbound reminders through API calls to connected marketing services. Targeted patient populations receive reminders and easy links to follow up on their care, whether it is for follow-up appointment scheduling, medication renewals, vaccination reminders, or other elements of patient care. A patient’s communication preferences can be stored directly within Health Cloud, so that all reminders are sent via a method that is approved by that patient.

Healthcare organizations benefit from having clear views of their data in order to best plan for the future, make proactive choices to guide those plans, and provide optimal experiences for both providers and patients. Patients are demanding a smarter, more connected experience that is tailored to their individualized needs while providers value systems that emphasize accuracy, ease of use, and maximized patient outcomes. Salesforce Health Cloud is key to meeting these expectations, connecting the many spokes of data together at a central hub – one that can drive the implementation of more efficient provider workflows and more fulfilling patient experiences.

Follow these links to learn more about CapTech’s Salesforce partnership and Healthcare services.