Steps for a successful Health Cloud deployment
Salesforce Health Cloud, offered as part of Salesforce Industries, is a patient-first healthcare CRM.
It enables collaboration between patients and healthcare providers by providing a 360-degree patient view. Salesforce Health Cloud empowers you to go beyond health records and build meaningful relationships with patients.
Health Cloud not only unlocks data from legacy systems of record and EHRs, but it also gives healthcare professionals the tools they need to collaborate more efficiently, understand patients more deeply, and build 1-to-1 relationships across entire care journeys.
This article is primarily focused on providing tips for a successful Health cloud deployment. If you are thinking of using Health Cloud or are in the process of deploying Salesforce Health Cloud, then this article provides some tips and best practices to make the transition to Health cloud seamless.
Health Cloud Structure
Let’s start the discussion with the structure of the Salesforce Health Cloud.
Health Cloud is built on top of the Salesforce platform which gives access to all of Salesforce's powerful foundational capabilities. Further, it is built as an extension of the Sales and Service cloud so it builds on top of the feature set of those clouds.
Built on the Salesforce platform, some Health cloud objects, API’s are other capabilities are built directly into Salesforce. However, as Health cloud is built as an extension of Sales and Service clouds, it also expands and enhances some Salesforce objects (like Cases, leads, and campaigns)
Best practices from the Healthcare industry and life sciences are offered as a managed package that can be directly installed into your Salesforce org. Multiple optional add-on unmanaged packages are also offered for more specific purposes like a patient referral system or care management.
The set of additional health cloud packages are depicted below
- To summarise, Health Cloud is:
- Natively built on Salesforce platform and extends and enhances Sales and Service Cloud.
- A “Managed package” bringing in all best practices of the health care industry.
- Set of option add-on unmanaged packages to cater to specific health care use cases
With Health Cloud, Salesforce now provides a broad standardised functionality useful for the healthcare industry.
Health Cloud Org Setup
Let's now discuss how to set up a Health Cloud org to prepare for implementation.
- A typical Health cloud setup involves the following steps
- Enabling required features.
- Install the Health Cloud Managed Package.
- Assign the Health Cloud Permission Set License.
- Configure the Managed package to leverage Person Accounts.
Let's discuss each step in more detail
1. Enabling required features
A successful Health Cloud setup requires enabling and configuring some essential features.
The first org feature to enable is Person Accounts. Person accounts store information about individual people by combining certain account and contact fields into a single record.
Person Accounts are considered a best practice to represent Patients and members.
Person Account feature needs to be turned on for your Org by Support. You can either ask your Salesforce representative to enable them or log a case with Salesforce.
A care provider is modeled as a Person Account in Salesforce. This setting ensures a care provider can be related with its organisation's Primary account and the patient or member.
From Setup, in the Quick Find box, enter Account Settings, and then select Account Settings
This feature creates your own subdomain for your Salesforce org. Having your own subdomain will help you better manage login and authentication and customise the login experience for care providers and patients.
From Setup, in the Quick Find box, enter My Domain, and then select My Domain.
Chatter allows Health Cloud users to exchange messages with other professionals. A Chatter message can be in the form of a post for a specific patient or it can be a question to the care coordinator’s team related to the procedure.
From Setup, in the Quick Find box, enter Chatter and then select & Enable Chatter Settings.
Since we are dealing with Patient records, it is essential to enable this setting.
From Setup, in the Quick Find box, enter Data Protection and Privacy, and then select Data Protection and Privacy. Select the checkbox for “Make data protection details available in records”
2. Install the Health Cloud Managed Package
After enabling the required org features, we are now ready to install the Health Cloud Managed Package.
You can get a link to the Health Cloud Managed package for your Salesforce Representative or can install them in your org from here
3. Assign the Health Cloud Permission Set License
Your Salesforce Administrator can now begin assigning licenses to Users.
The following licenses are available and a Salesforce Administrator needs to carefully assign licenses to Users based on the requirement
Health Cloud CRM License
Provides access to the Salesforce platform and access to the platform’s capabilities.
Health Cloud PSL
Provides access to core Health Cloud and Health Cloud managed package.
Health Cloud Platform PSL
Provides access to core (non-package) Health Cloud capabilities.
All three licenses work together. Users not assigned all three licenses will not able to utilise all of the Health Cloud platform capabilities.
4. Configure the Managed package to leverage Person Accounts
The final step is to configure the managed package to leverage Person Accounts. The Health Cloud manage package does not come pre-configured with Person account support and therefore needs to be separately enabled.
Please refer to the Health Cloud Implementation Guide to complete this step.