Updated: July 23, 2018

Using Telehealth Services In a Rural SettingThe number of ways that Salesforce Health Cloud can be extended is only limited by creativity and, in some cases, regulatory requirements.

Salesforce’s built-in design tools along with the many available ecosystem technologies allow for addressing a wide range of business requirements.

According to the Google Trends chart below, interest in the topic “telehealth” in the United States has risen steadily over the last five years (interest in Canada has shown a flatter trend).

Telehealth in Google Trends

Because one of the factors that telehealth solves for is distance, the relative interest in the topic for the same time period has tended to be in states with lower population densities.

Two exceptions in the table of top interest states below are Maryland and The District of Columbia, where topic interest may be driven by federal government initiatives. Another exception is Florida, where high interest may be due to low relative mobility on the part of residents.


State Relative Topic Interest (7/23/13 – 7/23/18) Population Density Rank
South Dakota 100 46
District of Columbia 97
Maryland 77 5
Maine 75 38
Nebraska 74 43
Mississippi 62 32
Vermont 61 31
New Hampshire 60 21
Florida 59 8
South Carolina 59 19
Delaware 58 6
Tennessee 57 20
New Mexico 56 45


Requirements Expressed by Health Cloud Customers

Based on the business requirements for several our Salesforce Health Cloud customers, our team proposed embedding video chat technology from TokBox inside Health Cloud.

Customer requirements included wellness coaching at a distance and addiction counseling at a distance. As with telemedicine, coaching and counseling at a distance provides multiple benefits:

  • Higher quality services
  • Reduced costs for the organization providing the services
  • Greater staff efficiency
  • No need for the person being coached or counseled to travel

The additional requirement was to make video chat an integrated experience within Health Cloud, so that coaches and counselors did not need to log into a disconnected application to provide telehealth services.

A video chat session can be invoked right from within a Salesforce contact record. The person being coached or counseled communicates from a mobile app that’s customized for each of our customers.

Additional Benefits to Embedded Telehealth Services

Additional benefits to embedding telehealth services within Salesforce Health Cloud are:

  • Shared access to information among coaches or counselors within an organization
  • Past telehealth sessions are automatically logged in the Salesforce Contact record
  • Past video sessions can optionally be archived for later review
  • Future sessions can be scheduled as Salesforce Activities
  • All data and communication is private within the secure Salesforce platform

As with any Salesforce-based solution, permissions dictate which users have access to what information.

Because of this, telehealth services can function as subset solution within a broader Health Cloud implementation.

Medical Device Manufacturer Use Case

Clinical teams at medical device manufacturers can leverage the same video chat technology within Health Cloud to train end users on proper device usage. The benefits to medtech companies include:

  • Closes the gap in relationships with a device’s end users
  • Results in higher adoption of a medical device, which improves outcomes
  • Allows for easily scaling end user training as the manufacturing business grows

As with coaching and counseling use cases, a medical device end user can access sessions via a mobile phone or tablet app.


Learn More About Telehealth Services For Salesforce Health Cloud

John RounsevilleIf your organization could benefit from secure video chat that is an integral part of your client or patient management system, call 866-960-1309 x1 or request a callback.