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Learning Objectives

After completing this unit, you’ll be able to:
  • Describe what Health Cloud helps a Care Coordinator do.
  • Describe the contents of a patient record in Health Cloud.

Bring It All Together with Health Cloud

April Guthman is the care coordinator for Bloomington Caregivers, a home health care agency in Bloomington, MN providing full-spectrum care for the elderly. The agency has about 3,000 clients living in their own homes throughout the Minneapolis-St. Paul region.

Bloomington Caregivers delivers outstanding patient care by developing strong, collaborative relationships with patients and caregivers. But it’s a lot of work! April has her hands full keeping track of critical patient records, care providers, insurance providers, and her clients’ health outcomes. The agency is adopting Salesforce Health Cloud to try to get a handle on the increasing complexity of care coordination as its client base grows. Care Coordinator April Guthman makes the connections between patients and the health          care system so that patients can get the care they need.

April’s caseload includes tasks that need attention, new patients who need onboarding, and communications with everyone surrounding her patients. It can be a fire hose of information, but Health Cloud provides a central console that brings it all together so she can work sensibly and efficiently. April has separate tabs in the console for individual patients and their related care plans, health history, and care teams, so she can work on multiple cases at the same time.

April knows that a rich store of information about her clients is in their electronic health records. Each of the doctors’ groups Bloomington Caregivers works with uses a different EHR provider, but that doesn’t slow April down, because Health Cloud shows her all the data from disparate sources in one easy-to-understand display.

Using the Health Cloud console, April can view the big picture of her caseload, including tasks that need attention, new patients, and communication about it all. She can care for multiple patients at the same time using separate tabs for care plans, care teams, and health history.

The Health Cloud Console brings together all the information April needs to coordinate       care for her patients.

April finds it handy to divide up Bloomington Caregivers patients into groups with similar conditions or criteria and then work with them in parallel. For example, she has 38 patients who need patient managers with special training in memory issues. This week, she’s going to send reminders to all 38 of those patients to get out for a brisk walk, because research shows that physical activity is a big contributor to quality of life for patients with dementia.

Set Up Patient Records

Harryette Randall is the office manager and Salesforce admin for Bloomington Caregivers. When Bloomington Caregivers takes in Elena Nieto as a new client, Harryette creates a patient record for Elena.

Bloomington Caregivers also uses Salesforce to manage its sales and customer service operations. There’s already a lead record for Elena in Salesforce, because Bloomington Caregivers purchased a list from a primary care organization and imported it into Salesforce. So Harryette can easily create Elena’s patient record from that lead record.

If there isn’t a lead record, Harryette can create a patient record for Elena using data imported from an electronic health records (EHR) system. You can get detailed instructions about bringing in EHR data in the Health Cloud Implementation Guide.

Harryette goes to the console and selects Leads. When she finds Elena’s name, she selects it and clicks Convert to Patient.

Harryette creates patient records from Leads.

It’s a few simple clicks for Harryette, but a lot is going on behind the scenes. When Harryette clicks Convert on the next screen, Health Cloud does all this to set up things:

  • Creates an individual record for Elena. An individual record brings together information about a patient from both the Account object and the Contact object, linked by the Individual ID.
  • Creates an account for Elena and assigns Elena the Patient role.
  • Creates a contact record for Elena. Her contact record is linked to her account through the Individual ID.
  • Creates a care plan (that is, a case with a CarePlan record type) so that the page layout for the care plan appears automatically. April Guthman, the care coordinator, is Elena’s patient manager, so April automatically becomes the owner of the case.
  • Adds the case that represents the care plan to the account record.
  • Creates a case team with Elena as the patient, and adds April to it.
  • Adds Elena’s account ID to her Patient record.

Elena’s new patient record in Health Cloud is the raw material that April uses to distill the best ways to support Elena’s care goals. It also helps April pick the right full-time patient manager for Elena. For now, Harryette points April to Elena’s patient card. This is a panel in the Health Cloud console that shows everything about Elena’s conditions, prescriptions, appointments, and contacts. It’s got subtabs that open up the patient’s care plan, health timeline, and care team.