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CASE STUDY - SALESFORCE - HEALTHCARE

Health Cloud and Service Cloud Implementation for a Hospital Network in the UK

Health Cloud and Service Cloud Implementation for a Hospital Network in the UK

The summary

Our client, a hospital network operating across multiple facilities in the UK and serving over 120,000 patients annually, needed one reliable patient record. Its teams worked across three disconnected systems. We implemented Health Cloud and Service Cloud, then connected the EHR system through compliant integrations so every department worked from the same information.

  • 0

    Faster referral processing

  • 0

    Duplicate patient records removed

  • Salesforce health cloud 4
  • Salesforce service cloud 4
  • Mulesoft 3

All Technologies Used

Hospital stats in salesforce CRM

The Challenge

Staff signed into several systems to complete a single task. Patient records existed in duplicate across the EHR system, the scheduling platform, and a legacy CRM, which produced conflicting clinical notes and missed follow-ups.

  • Patient data was split across three systems.

    Appointments, patient communications, and referrals each lived in a different place, so no department held a complete view of the person in front of them.

  • Duplicate records carried clinical risk.

    The same patient appeared more than once across the EHR, the scheduling tool, and the legacy CRM, which left clinical notes in conflict and follow-ups unactioned.

  • Two earlier integration attempts had stalled.

    Both ran into HL7 compliance gaps, which left the EHR system disconnected from the rest of the estate.

  • Clinical workflows could not be interrupted.

    Any connection between the EHR system and Salesforce had to reach live services without disturbing the way clinical teams already worked.

The Solution

We implemented Salesforce Health Cloud as the core patient record layer, with Service Cloud running the contact centre. Our team used MuleSoft to build HL7 and FHIR-compliant integrations that sync demographics, encounters, and care plans with the EHR system in real time. We configured care plan templates for the five highest-volume conditions, built custom Lightning Web Components for clinical task management, and opened referral status through an Experience Cloud portal.

  • Salesforce service cloud logo 3
  • LIghtning Web Components logo 4
  • Salesforce experience cloud 4
  • Salesforce apex 4
  • Mulesoft 4
  • Salesforce health cloud logo 4

All Technologies Used

The Outcome

  • Cut referral processing time by more than 55%bringing it down from 72 hours to under 32 hours.

  • Removed 90% of duplicate patient recordsthrough MuleSoft integration pipelines paired with end-to-end deduplication.

  • Onboarded 350 clinical staffonto the new platform and reached a 92% active usage rate.

  • Built compliance into the access layerwith role-based controls configured to NHS Digital security standards and all PHI access logged through Salesforce Shield.

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