Deliver and Sustain Home Health Care
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how caregivers use the Salesforce Caregiver App to execute visits and complete required steps.
- Explain how dispatchers and coordinators manage schedules, broadcast visits, and monitor capacity.
- Show how patients request changes, reschedule visits, or ask for more services through configured digital flows.
- Explain how dashboards, partner data, and Agentforce support continual monitoring and adjustments.
From Planning to Patient Care
In the previous unit, the intake team moved Charles’s referral through intake and authorization, confirmed the visit plan, and scheduled the first physical therapy visit. Now the work shifts from setting up care to delivering it in the home while staying compliant, responsive, and coordinated.
In this unit, you explore how Home Health supports execution across important roles and channels.
- Field clinicians use the Salesforce Caregiver App to view the day’s schedule, navigate to the patient’s home, and complete guided visit steps, including Electronic Visit Verification.
- Schedulers and dispatchers monitor calendars in real time, rebalance workloads, and broadcast open visits.
- Patients and caregivers use the patient portal to request reschedules or additional visits without relying on phone tag and unstructured notes.
- Cara, the care coordinator, uses dashboards, lists, and other tools to track progress, spot issues early, and adjust the plan if and when it needs a change.
Together, these capabilities turn a scheduled visit series into a coordinated care journey that can adapt to real-world changes without losing traceability.
Execute Visits in the Salesforce Caregiver App
Caregivers need a reliable way to manage visits, follow care plans, and capture documentation in the field. The Salesforce Caregiver App, powered by Field Service, provides a unified mobile experience to do just that, even offline.
Ahmed, a physical therapist at Cumulus, starts his day by opening the app on his phone. The schedule view shows all assigned appointments, including his first visit with Charles, and any open visits broadcasted by dispatchers.
Before a visit, Ahmed reviews important patient details, including alerts and selected clinical context, then taps Check In, which records arrival time and location for electronic visit verification (EVV).
During the visit, Ahmed follows the Home Visit Plan, a checklist tailored to the visit type. In Charles’s case, this includes mobility assessments, wound care, and patient education. Ahmed documents each step, adding notes and photos where needed.
Because the app works offline, Ahmed can complete the visit even without network access.
After finishing, he taps Check Out, logging end time and location for EVV and syncing data back to Agentforce Health.
If Charles appears to need extra support, Ahmed can create a task from the visit to alert the back office team to review and adjust the plan. For field staff, the Caregiver App becomes the single place to manage the day, follow configured steps, complete EVV, and document care, all without switching tools.
Monitor and Adjust Schedules in Real Time
Schedulers and dispatchers rely on real-time visibility to keep home health operations running smoothly. Home Health provides tools to monitor workloads, adjust assignments, and respond quickly to changes in the field.
Dispatchers can keep an eye on the day through the Field Service Gantt view.
From this view, they can see all visits for the day along with caregiver availability, travel windows, and alerts.
If a caregiver calls out, the dispatcher can broadcast the open visit. Caregivers such as Ahmed see these broadcasts in their mobile app and can accept them when they have capacity. When a visit is accepted, it is automatically added to the caregiver’s schedule and removed from the open list.
Dispatchers can also update assignments, rebalance workloads, and monitor visit status in real time, including check-ins, check-outs, and incomplete steps that might require follow-up. These updates sync to Agentforce Health so that care coordinators always work from the most recent information.
With these tools, scheduling becomes a dynamic process. Dispatchers can adapt to changes throughout the day while ensuring that patients receive timely, compliant care.
Monitor Ongoing Care in Home Health
Recovery and long-term care evolve over time, so coordinators need tools to track progress, identify issues early, and guide next steps. Coordinators such as Cara use the Home Health app to monitor patients across the full lifecycle of care.
Dashboards display visit volumes, service distribution, and authorization status.
Cara can quickly see which patients have active referrals, which have completed the start of care, and where delays might be forming. Tasks and list views help her focus on patients whose referrals, authorizations, or visits need attention.
Some organizations also connect partner solutions to bring remote monitoring data, such as vitals or activity summaries, directly into Agentforce Health. When such monitoring is enabled, coordinators review these insights alongside visit trends to identify when a patient might need additional outreach or a change in the care plan.
If a patient calls with questions or new needs, Cara opens their record during the conversation. An Agentforce assistant can summarize the call and capture the request as a structured note. Cara can then use the same quoting and budgeting tools introduced earlier to update the proposal and schedule additional visits as needed.
Coordinators get a unified, up-to-date view of each patient’s progress, supporting timely decisions without restarting the intake process.
Enable Patient Self-Service
Patients and families often need to adjust visit schedules to accommodate changing plans and priorities. Home Health supports this through preconfigured patient self-service capabilities built on Experience Cloud, thereby reducing unstructured phone calls and manual tracking.
Through the patient portal, individuals can view all relevant visit details in one place, including upcoming appointments, visit timing, and assigned care worker information. From the same portal, patients can take action when changes are needed.
For example, Charles receives a reminder about an upcoming visit. When a conflict arises, he logs in to his patient portal, opens the visit, and uses the built-in rescheduling option to propose a new time window and add a short comment. He can also use other such preconfigured options to cancel a visit or request an additional visit without calling the agency.
In Salesforce, Cara sees the request on Charles’s record. She reviews the details and launches a guided scheduling flow that suggests new time slots based on Charles’s preferences and Ahmed’s availability. When a visit is confirmed, it is updated on the Home Visits tab and Charles receives an appointment confirmation.
By using standardized self-service requests instead of free-text calls or emails, coordinators can track, prioritize, and resolve patient requests consistently. Patients gain more control and transparency over their care, while agencies reduce administrative overhead and keep scheduling accurate and auditable.
Wrap Up
In this unit, you saw how Home Health supports execution in the field and coordination over time. Caregivers, dispatchers, and coordinators use purpose-built tools, and all work from the same records to keep care responsive and on track.
Through this badge, you followed the full lifecycle of a home health journey, from intake through quoting, scheduling, field execution, and continuous care. At every step, Home Health helps teams move faster, stay compliant, and improve the experience for patients and caregivers alike.
To learn more about implementation and configuration, see the Resources section.