Frequently Asked Questions (FAQ)

These are the questions we hear a lot and you'll find the answers below. But if you have others, please don't hesitate to contact us - we're here to help.

Salesforce Health Cloud is our premier patient and member relationship platform that harnesses the power and security of the cloud, as well as social and mobile technologies, to deliver more personalized engagement. It accomplishes this by providing a complete view of the patient, smarter patient management, and a connected patient engagement experience.

With Health Cloud, care teams have easy access to clinical and non-clinical patient and member data including current health conditions and medications, appointment history, communication preferences, and data from the EHR and other systems. Teams are able to work smarter across entire patient and member groups to provide insightful care faster.

Is your organization ready to deliver a smarter, more connected, more personalized experience to patients and members anywhere and on any device?

Health Cloud is built on Service Cloud and was designed for a wide range of healthcare and life sciences use cases around managing 1-to-1 patient and member relationships. This all starts with our Developer Success Platform, providing the flexibility to quickly create and customize trusted business apps. With millions of apps built on the platform, we take care of infrastructure so you can focus on innovation. This platform is also what powers our complete CRM, the Customer Success Platform, which provides the tools needed to connect to customers across multiple business channels and devices.

We understand that great technology alone is not enough to guarantee success. Each and every Health Cloud customer has a robust ecosystem of partners to support your business as part of our Customer Success Services. From Salesforce Customer Success Managers to one of the million members in our success community, we have a team of people dedicated to your success.

Patients today demand and expect more from the healthcare industry, which is why it’s important to deliver more personalized experiences throughout the continuum of care. Health Cloud connects teams and health professionals in a single place to seamlessly collaborate, ask questions, get answers, and gain insights. In addition, it streamlines patient management with the goal of delivering more efficient and effective care from patient acquisition to retention, giving healthcare providers the ability to go beyond health records and build better patient relationships. The result? Better patient satisfaction.
In order to thrive in this new era of payment reform, payers must put in place patient-centric strategies to build deeper relationships. Health Cloud advances the ability of healthcare systems to drive stronger member relationships with out-of-the-box functionality. With it, organizations can manage the entire member journey from prospect to enrollment, provider selection, benefits administration, service, care support, billing, and more. Health Cloud also helps payers better manage chronic disease populations and engage directly with individuals regarding their care plans – improving adherence for better outcomes.
This industry shift towards the patient-centric care creates a big opportunity for life science companies to differentiate their products and get ahead of the competition. Every company is looking for ways to increase their initial adoption and continued adherence. With Health Cloud’s out-of-the-box capabilities, it’s never been easier for life sciences companies to engage patients and offer support services such as access to education, onboarding, and care coordination.
Health Cloud actually extends the value of Service Cloud by leveraging its powerful features to enable more personalized patient relationships. Gain instant access to complete patient profiles, detailed care plans, patient timelines, and care networks with no customization required. In addition, Health Cloud's clinical data model is based on HL7 FHIR standards and operates with open APIs for EHR data and device integration.
Health Cloud is designed to be the engagement, data aggregation, and collaboration solution that complements existing electronic health records and clinical systems. Integrating EHR data with Health Cloud can unlock a panoramic view of each patient for smarter, more personalized care.

We understand that integration with your EHR or any application that holds patient information is critical, so we take it seriously and work with you to get it right. One way to do this is by using a middleware to facilitate a direct EHR-to-Salesforce connection, or you can route through your enterprise data warehouse if data aggregation is needed. Once that pathway is established, you can exchange any data, in any direction, at any frequency.

One thing we have learned from our customers and AppExchange partners is how important it is to be precise with the purpose of the integration. What use case are you working to satisfy? What process are you seeking to automate? These are critical questions. By working with Salesforce to define your use case and understand our APIs as well as the API for your EHR, developing frictionless interfaces is doable.

Lastly, we are committed to helping you get more value out of your EHR data and as a result, they get more value out of Salesforce.

Absolutely. Our success is built on trust and it is at the core of everything we do. Our team goes the distance to ensure that customers’ data is safe and secure. We use a multi-layered approach to protect patient information, constantly monitoring and improving our application, systems, and processes to better protect the integrity and availability of all critical information.

For customers who need additional levels of security, compliance, and governance – such as those in healthcare – we offer Salesforce Shield, a premium set of integrated services built natively into the Salesforce platform.

There are a variety of ways to customize Health Cloud and we work with you to build a complete solution that addresses all your business needs. Plus, we ensure a level of scalability that promotes continued innovation.

Health Could Enterprise Edition is a comprehensive solution that delivers patient health timelines and profiles, a patient prioritization page, a care team collaboration network map, care plan customization and management, knowledge management, developer tools, and more. With Unlimited Edition, you’ll receive everything in the Enterprise Edition in addition to unlimited online training, 24/7 toll-free support, and over 100 admin services.*

*All per user products require an annual contract.

Still have questions? Let’s talk.

We look forward to answering your questions and explaining all the exciting ways Health Cloud can help your organization.