Guide to Health Cloud

The healthcare industry is undergoing a rapid digital transformation, driven by the need for better efficiency, outcomes, and patient experiences. At the core of this shift is the concept of a health cloud, a specialised digital platform designed to connect every part of the healthcare ecosystem. This guide explores the power of this innovation, focusing specifically on how Salesforce Health Cloud is enabling providers, payers, and life sciences companies to deliver personalised, modern care. It represents the future of digital health.

• A health cloud is a secure digital tool that connects all a patient’s health information in one place, helping care teams work together more easily and improve the patient experience.
• Agentforce Health (formerly Salesforce Health Cloud) brings together a patient’s medical records, insurance details, and communication history to give doctors and staff a complete, clear picture of their health journey.
• By using this technology, healthcare organisations can automate routine tasks and save time on paperwork, allowing them to focus more on providing personalised, effective care to every patient.

A health cloud is a category of cloud computing service tailored specifically for the healthcare and life sciences sectors. It provides a secure, flexible platform for managing and connecting patient data, clinical information, administrative tasks, and patient communication.

The purpose of a health cloud is to break down the traditional data silos that often plague healthcare organisations, which are often created by disconnected electronic health records (EHRs), claims systems, and CRM tools. By unifying all this data, a health cloud enables a holistic, 360-degree view of the patient or member, fostering better care coordination and driving improved patient engagement. It is an essential component for any organisation committed to advancing digital health initiatives.

Salesforce Health Cloud, now known as Agentforce Health, is a specialised customer relationship management (CRM) system built on the trusted Agentforce 360 Platform (formerly Salesforce Platform), designed specifically for the healthcare industry. It extends the power of a standard CRM to manage the complex relationships, data, and workflows unique to modern healthcare.

Salesforce Health Cloud provides a single, secure platform for managing patient and member relationships across the entire care journey. It uses a flexible, industry-specific data model to connect disparate data sources—including EHRs, medical devices, and administrative systems—to present care teams with a complete, longitudinal view of the individual. This unified view empowers providers to offer personalised care and helps payers manage member services more effectively. It is the definitive healthcare CRM built for digital health transformation.

Implementing Salesforce Health Cloud delivers a wide array of benefits that help health organisations improve care quality, increase operational efficiency, and build stronger relationships with patients and members.

Salesforce Health Cloud serves as the single source of truth by consolidating fragmented patient data from numerous systems, such as EHRs and claims databases. This unification creates a comprehensive patient profile that includes clinical history, social determinants of health, and communication records. Care teams and service agents can instantly access the full picture of the patient, leading to faster, more informed decision-making and better care coordination.

Patients today expect personalised, proactive communication from their healthcare providers. Salesforce Health Cloud enables organisations to deliver high-touch experiences through preferred channels, such as secure messaging, email, or a patient portal. The platform allows organisations to segment patient populations and automate targeted outreach, providing relevant educational materials and appointment reminders. This proactive approach significantly boosts patient engagement and adherence to care plans.

The process of managing a patient’s journey across multiple settings — from physician offices to specialists and follow-up care to home health — can be complex and error-prone. Health Cloud offers collaborative tools that allow multidisciplinary care teams to work together seamlessly on a single platform. Care managers can design, assign, and track personalised care plans, ensuring smooth transitions and accountability across all touchpoints, which is crucial for effective connected care.

For both providers and payers, manual and disjointed processes can drain resources. Salesforce Health Cloud automates numerous administrative and clinical workflows, from processing prior authorisations to managing patient onboarding. This automation frees up clinical and administrative staff to focus more time on patient care and less on paperwork, significantly improving operational efficiency across the organisation.

Salesforce Health Cloud equips organisations with the tools to manage the health of large groups of people, not just individual patients. By analysing aggregated patient data, organisations can identify at-risk populations and deploy targeted intervention programmes. This focus on population health management helps organisations proactively address community needs, manage chronic conditions more effectively, and ultimately improve overall public health outcomes.

Health Cloud is an operating system for the patient journey, working across five key phases to transform data into personalised action.

1. Data Integration: Health Cloud securely connects to existing systems, such as EHRs, claims systems, and scheduling software, using standardised APIs and connectors to pull in various types of patient data.
2. Creation of Patient Profile: The platform organises and normalises the incoming data into a single, comprehensive patient record, known as the 360-degree patient view, which becomes the foundation for all interactions.
3. Care Plan Execution: Care managers use the platform to define evidence-based care plans, assign tasks to members of the care team, and track the patient's progress against goals, ensuring consistent care coordination.
4. Service and Engagement: Service agents and care teams use the unified view to deliver personalised support, respond quickly to inquiries, and deploy automated, tailored communication to drive patient engagement.
5. Analytics and Insight: Embedded analytics tools continuously process patient data, providing real-time dashboards to measure care plan effectiveness, identify service trends, and uncover gaps in care for ongoing quality improvement.

Salesforce Health Cloud is packed with features designed to address the specific needs of modern healthcare organisations.

• Care Programme Management: Tools that allow for the design, deployment, and oversight of specific programmes for chronic diseases or wellness initiatives, helping to structure connected care delivery.
• Intelligent Appointment Scheduling: An automated system that finds the best time and location for a patient’s visit based on provider availability, patient preference, and clinical need, streamlining the experience.
• Patient Service Centre: A centralised console for service agents that provides instant access to all patient history and interaction records, enabling fast, empathetic, and informed customer service.
• Referral Management: Features that automate the routing and tracking of patient referrals between internal and external providers, ensuring patients do not fall through the gaps in care coordination.
• Social Determinants of Health (SDOH) Tracker: The ability to capture and analyse non-clinical data—like transportation barriers or housing instability—that impacts health outcomes, informing more holistic and effective care plans.

Salesforce Health Cloud is a versatile platform used across various segments of the healthcare industry. Some use case examples include:

A hospital system uses Health Cloud to manage patients discharged. The platform automatically enrols these patients in a recovery programme. The care manager uses the system to monitor the patient’s adherence to medication, check in via a secure patient portal, and schedule follow-up appointments. If a patient misses a scheduled activity or if data from a connected device indicates a concerning trend, the system alerts the care manager immediately. This proactive care coordination reduces the rate of readmission and improves long-term patient outcomes.

A health insurance company leverages Health Cloud to streamline the complex process of member enrolment. The platform manages the entire workflow, from initial application to final approval. Customer service employees can use the 360-degree member view to quickly resolve eligibility questions and proactively send educational materials about plan benefits. By automating communication and providing personalised support, the company significantly improves the new member experience, boosting patient engagement and satisfaction.

Modern healthcare demands modern solutions. Organisations that thrive in the era of digital health are those that centralise their patient focus and connect their data. Agentforce Health (formerly Health Cloud) offers the secure, scalable, and intelligent platform necessary to transform your organisation’s operations, drive true connected care, and deliver the personalised experiences patients and members expect. Take the next step towards a more integrated and efficient future with a free trial.