WV

INTEGRATING WITH

SALESFORCE
HEALTH CLOUD:
Deliver Personalized
Patient Experiences
 Introduction
Healthcare is undergoing a massive transformation. Regulation and
payment reform is shifting the focus away from volume of care to
delivering value-based care. The race to deliver value is driving an
increasingly interconnected health system as shared risk, deepened
partnerships, and the proliferation of non-traditional care teams begin to
take shape.

But as technology pushes healthcare and life sciences organizations

towards connectivity and easily accessed information, bridging the gap
data silos remains a pervasive challenge in the industry.

All of this raises a fundamental question:

How can healthcare and life sciences organizations meet rising patient
expectations and make the integration process as seamless as possible?

Meet Salesforce Health Cloud, which harnesses the power and security of
the cloud, as well as social and mobile technologies, to deliver a holistic
and real-time view of each patient’s health data and care plan. With
Health Cloud,caregivers have the information they need at their fingertips
to build stronger 1-to-1 relationships.

In this e-book, we’ll discuss the different use cases and approaches your
organization can take to integrate with Health Cloud.

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1
What is
Health Cloud?
Health Cloud is a patient relationship platform that
streamlines care coordination for patients with the
goal of putting every patient at the center of the care
system. It accomplishes this by providing a complete
view of the patient, smarter patient management,
and a connected patient engagement experience.
Within Health Cloud you can create rich, contextual patient profiles that
integrate patient data from the EHR, as well as third-party data from
medical devices and even wearables to measure sleep patterns and
activity levels. With a panoramic view of the patient, care teams have easy
access to clinical and non-clinical patient data, including current health
conditions and medications, appointment history, and communication
preferences. These complete patient profiles are available at the health
professional’s fingertips — meaning up-to-date patient data is easily
accessible and actionable from any device.

Health Cloud also enables care teams to work smarter across entire
patient groups to provide insightful care faster. The “Today” page boosts
productivity by displaying provider tasks organized by priority; the provider
can further organize and segment patients by category, such as those
with high blood pressure, and set tasks based on that patient group. You
can easily map out a patient’s entire personal and professional caregiver
network and connect and collaborate with different caregivers by using
secure and private messages within Health Cloud.

With Health Cloud, you can deliver the smarter, connected, personalized
experience your patients expect and deserve.

Watch the Health Cloud Demo

2
Getting Started
with Integration
At the center of the shifting healthcare landscape is
the increasingly urgent need to share information —
among different organization. This means there must
be integrated processes in place that marry clinical
and engagement data to truly reflect a complete view
of each individual patient.

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 To start evaluating the steps you need for system integration, you must first identify and
then develop the use case. In doing so, a well-designed use case will not only determine the
integration requirements, but also assist with scoping the integration. Let’s take a closer look at the
methodology of identifying and developing the use case.

Define the Use Case

1. Identify the use case
Your use case is the scenario or the process that you want to build into Salesforce. For example, you
can automate management of high-risk patients or collaborative care planning. Be sure to develop
the use case with input from a diverse team of business and clinical owners and IT specialists.

2. What data is needed?

Your use case will inform what data is needed to streamline each scenario. For example, if you’d like
to case manage condition-specific patients, you will need the problem, diagnosis or health issue
information for all patients.

3. Determine source systems

Once you have pinned down the data that coincides with your use case, you can determine
Identify the Integration Layers the source system needed for the integration, such as the EHR or the scheduling, laboratory, or
pharmacy information systems.

4. Determine directionality of the data

When assessing data directionality, consider the following questions:
• Will the data flow one way from the source system, or two ways between both systems?
• Is there a middleware provider brokering the integration?

5. Determine the timeliness of the data

When determining timeliness of the data, make sure to keep this question in mind: Is the data
you’re accessing needed in real time, such as to support scheduling. Or will a less time-sensitive
asynchronous exchange sufficiently meet the need?

Select the Approach

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Along with the previous five questions,
data governance introduces an additional
consideration: Will the data change once it
lands in the destination system, or will it be in a
“read only” format?

To ease integration efforts, look to see if the data required

is pulled from source systems for other purposes, e.g., feed to
a data warehouse, feed supporting a related integration. Here are
some additional questions that will help advance your integration:
• Who is responsible for integration in your organization?
• Do you have a preferred implementation partner?
• Do you have a published set of API’s or integration web services?

Once you’ve answered those questions, you’re ready to take a more

in-depth look at the different types of Health Cloud integrations that exist.

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3
Integrating with
Health Cloud
A typical healthcare organization uses a myriad of
applications, many — or most — of which are not
designed to work with one another out of the box.
However, in order to connect to your patients in the
personal,1-to-1 way they expect, integrating these
independent yet related apps is a necessity.
 So how does an integration work?
Each application can have data, business logic, presentation, and security
layers, all of which are possible opportunities for integration. Here are the
various integration options related to integrating with Health Cloud.

SECURITY INTEGRATION USER INTERFACE BUSINESS LOGIC DATA INTEGRATION

As you develop on the Salesforce INTEGRATION INTEGRATION Integrating applications at
platform, it is important to consider Combine the user interfaces Business logic often spans the data layer is a common
security at every step of the process (UI) of two or more apps multiple application systems. scenario. For example, multiple
— from design and development to to create composite apps. Extending related business apps written in different
testing and QA. With Salesforce, this requires logic from one app to another programming languages can all
little-to-no rework of the UI helps to implement complete use an open API and manage
With Security Integration, you
of each individual app. This end-to-end business related data in one shared
can integrate authentication
approach provides your users processes. Salesforce database. Health Cloud supports
mechanisms across applications to
a single point of entry into supports the extension of a range of APIs, including, SOAP,
improve the user experience and
multiple applications related business logic that originates REST, Streaming, Bulk Data
minimize user administration. To
to Health Cloud. from outside the platform Transfer, etc. Learn more.
make this work, client applications
(inbound logic integration)
must log in using valid credentials
and from within the platform
for an organization and are subject
itself (outbound logic
to the same security protections
integration). Learn more.
that are used in the Salesforce user
interface.

To help you along the way,

Salesforce Security is constantly
developing and updating tools
and resources for you to use.
Learn more.
4
Case Study:

For the last 16 years, Salesforce has served a vast

array of healthcare companies, including large health
systems to clinical research institutions. In this
section, we’ll talk about how UCSF is transforming
breast cancer screening and treatment with EHR
integration through a middleware partner.

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 UCSF integrates with EHR to improve breast
cancer care and outcomes
Breast cancer study: Administrater risk surveys for mammogram
patients, generate a risk score and share with the primary care
physician through the patient record. Allow the study to capture
data, analyze it, and apply it to the real world much more rapidly
than before.
Athena project
The UCSF Athena project is a UC-wide collaboration of medical
Risk data
centers designed to change the way they screen, prevent, treat, Triggers
analyzed;
and manage the care of breast cancer. The Athena breast cancer participation
scores
screening trial looks at how we can transform breast cancer in the study Manages all aspects
generated;
care by looking at a woman’s individual risk factors and tailoring starting with of study;
formatted into
treatments based on those risks and needs. Data is at the core administering Enables rapid use
document to
of the Athena study and Salesforce enables Athena to conduct risk surveys of analyzed data
inform core
the trial for 100,000 women in a completely different way by
plans
capturing the data, analyzing it, and applying it to real-world
treatment fast. Open
HL7
Source
The UCSF team uses a bi-directional interface with its EHR. UCSF Orchestrate HL7
Interface
pulls ADT messages from its EHR via opensource into Salesforce, messages Interface

which trigger risk surveys to be administered to patients through & interface

SF. Upon completion, the survey produces a risk score that is
included in a letter to the referring physician and sent back to
the EHR.
Patient and EHR
System of record for Risk analysis
As a result of this integration, UCSF can now conduct a trial of appointment
patient’s medical added to the
a 100k woman, capture that data, analyze it, and apply it to the information
information patient record
real world rapidly.
5
Salesforce Extends
the EHR for a Unified
Patient View
Salesforce Health Cloud does more than just
streamline and integrate with your existing systems;
Health Cloud empowers healthcare professionals to
create stronger 1-to-1 relationships with their patients.

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With Health Cloud, real-time EHR, and device insight, healthcare
professionals can better understand the entire patient story, including
health history, current care plans and collaborate on treatment. This
allows providers and care teams to engage with patients at a deeper level.
Effective and timely patient relationship management can result in better
care and clinical outcomes.

In addition to patient relationship management, Salesforce Health Cloud

elevates the collaboration and communication experience within the care
team network. Everyone within the network can assign tasks, collaborate,
and send secure messages on any device. Effective collaboration tools can
lead to increased productivity across care teams, which gives them more
time to focus on providing quality care. Health systems can also strengthen
their referral networks and increase patient volume through effective
engagement. With real-time data in Health Cloud, healthcare is a team
sport delivered among internal, external, traditional and nontraditional
providers as well as patients.

Patients are no longer content taking a backseat — they want to be driving

their own care and making the choices about how they engage with
providers. Health Cloud encourages the patient to be an active partner
in their own care and unifies patient interactions, including the sharing of
educational content, appointment reminders, resources such as support
groups, as well as digital, convenient mobile messaging — just as the
today’s patient prefers.

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Conclusion
To succeed in an evolving healthcare industry, providers must build
personalized, engaging relationships with each patient. Integrating
your EHR data with Health Cloud can unlock a panoramic view of each
patient and utilize these complete patient views in a smarter, more
personalized way.
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