Salesforce’s COVID-19 Response Plan: How it works

Salesforce is extending its Health Cloud offering—free of charge—to qualified healthcare providers and hospitals to help handle the influx of patients requiring quality care at this time. It’s called the COVID-19 Response Plan, and we wanted to share some insights into this incredible technology. With information straight from Salesforce, we’ll show you how this cloud-based service can alleviate the immense workload placed on our healthcare workers, as well as ensure personalized care is provided to anyone suffering with the virus. 


How healthcare workers and patients can benefit

The coronavirus outbreak already has and will continue to flood healthcare organizations with customer calls, concerns, and cases—all of which need to be dutifully managed and organized. Salesforce has long had industry-tailored solutions for the healthcare industry, and these solutions are more relevant than ever as we prepare for more patient influxes. Salesforce has identified three key solution areas that Salesforce for healthcare addresses: social listening/patient journeys, emergency response contact center, and ongoing care and relationship with the patients. The Patient Contact Center is what the Response Plan focuses on.


What the plan offers

With the COVID-19 Response Plan from Salesforce, your organization will get six months of secure CRM functionality with the Patient Contact Center, including Health Cloud licenses, Shield, customer communities, MyTrailhead, and best-in-class support from Salesforce. The package is already set up to support COVID-19 cases and assessments through a call center.


How it works

Here’s a quick screenshot overview providing you with a look at how the Response Plan package can manage your patients, their cases, and health surveys as we tackle higher and higher numbers of patient assessments during this crisis:


11. The Response Plan provides the “Care Response Console” within Salesforce, seen above. 


22. From this console, you can create new person accounts for every patient, call, and assessment in your call center database. 


33. Here’s a look at an example person account object within the Care Response Console in Salesforce. Personal information, contact information, and related activity are all associated with the account. 


44. You can launch a survey assessment to evaluate the health of person accounts in your Salesforce instance. 


55. Once complete, the assessment will be logged as a case object under the patient’s person account. Multiple cases can be created as need demands. 


66. Here’s a look at the information included in the recorded assessment. Key questions like recent travel and symptoms are easily found for future reference and logged for record-keeping. 


Learn more about Health Cloud, the free Response Plan package, and how these solutions can improve stress over workplace processes at such a critical time. Most of all, let’s continue to combat COVID-19. Whether self-isolating, social distancing, or on the medical frontlines, we’re conquering this together!

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