“With Health Cloud, our care teams finally operate from a single view. Referrals move faster, risks surface earlier, and patient follow-up is consistent.”
Case Study: Salesforce Health Cloud Implementation for a US Based Healthcare Company
Clinical Program Lead: Priyanka Gawalier
Salesforce Health Cloud | EHR | Care Management
“Connecting clinicians, care coordinators, and patients with a single source of truth—securely and at scale.”
1. Client Context & Objectives
A multi-site US healthcare provider faced fragmented patient data across EHR, billing, contact center, and outreach tools. Care teams struggled with incomplete histories, slow intake, and manual referral tracking. The objective: implement Salesforce Health Cloud to establish a Patient 360, streamline care coordination, integrate with the EHR (HL7/FHIR), and enable secure, consent-aware engagement—aligned to HIPAA and internal governance.
2. Implementation Approach
We delivered an end-to-end blueprint:
Patient 360 & Data Model: Health Cloud person accounts, care plans, problems/goals/interventions, and program enrollment.
EHR Integration (HL7/FHIR): Bi-directional sync for demographics, encounters, meds, allergies, labs, and care gaps.
Identity & Consent: Deterministic matching, consent capture, and PHI access controls; audit trails and field-level security.
Care Coordination: Referrals intake, triage, tasks/alerts, and multidisciplinary rounds in one workspace.
Engagement: Proactive reminders (appointments, meds, screenings) with preference & language handling.
Analytics: KPI dashboards for care-gap closure, readmission risk, and referral SLAs.
Care teams collaborate on a shared care plan and timeline with real-time alerts.
Why Health Cloud: Clinical data structures, EHR connectors, and care plan objects accelerated delivery. We embedded HIPAA-ready governance (audit, least-privilege access, encryption) from day one to minimise risk and speed adoption.
3. Key Use Cases Delivered
1) Digital Intake & Triage: Online forms feed Health Cloud, auto-create encounters and tasks for nurse review.
2) Referral Management: Centralised referral queue with SLA timers, task routing, and closed-loop updates back to EHR.
3) Care Gap Closure: Data Cloud-calculated insights + FHIR data trigger reminders for screenings and chronic care plans.
4) Service-to-Care Coordination: Contact center dispositions auto-initiate care plans and follow-ups.
5) Medication Adherence: Risk cohorts get outreach journeys; non-adherence triggers outreach tasks and educational content.
4. Outcomes & Impact
• Intake efficiency: 35% faster new-patient intake and eligibility checks.
• Referral SLAs: 48% improvement in referral-to-appointment scheduling time.
• Care gap closure: +22% completion for targeted screenings within 90 days.
• Readmission risk: 12% reduction in 30-day readmissions across pilot cohorts.
• Data quality: 40% reduction in duplicates; improved PHI governance and audit readiness.
• Experience: Higher patient satisfaction from consistent reminders and fewer handoffs.
Next step for your organisation: Start with a 6–8 week Health Cloud pilot—EHR integration for 3–4 data objects, digital intake, and a referral SLA dashboard. We’ll bring the accelerators; you bring the priority cohorts.