Virtual Care | Health Cloud Administration

Transportation barriers, geographic barriers, mobility barriers, and limited appointment availability are significant obstacles to obtaining healthcare. Increase access to care by enabling Virtual Care between consumers and healthcare providers. Make Video Visits even more convenient for patients by providing self-service scheduling, automated appointment notifications, and easy access links to the video platform.

Get Your Org Ready for Virtual Care
Before you set up Virtual Care, enable and configure the required supporting features.
Create Links to Display a Provider’s Virtual Care Appointments
In the EHR data model, providers are linked to their appointments through the Individual object. Create links to the Individual object for each provider to generate a list of their appointments in the My Appointments component. This step is only required if you’re using the EHR data model.
Amazon Account Requirements
Virtual Care uses Amazon EventBridge API Destinations to connect events from Amazon Chime SDK to Salesforce Platform Events. Use your own Amazon Account to set up Virtual Care.
Virtual Care Availability by Country
Virtual Care is available in specific countries.
Enable Video Calls
Enable Video Calls as your first step in setting up Virtual Care.
Connect Amazon to Salesforce
Create a connected app—a framework that enables an external application to integrate with Salesforce using APIs and standard protocols such as OAuth—to connect Amazon to Salesforce.
Configure External Video Service
Virtual Care integrates with Amazon Web Services (AWS) Chime SDK to offer your users an easy-to-use, feature-rich video platform.
Create a Named Credential for Virtual Care
Create a named credential to specify the URL of an AWS Chime callout endpoint and its required authentication parameters. Then specify the named credential as a callout endpoint to let Salesforce handle all authentication to AWS Chime.
Add Video Appointment Types
To differentiate video calls from other types of appointments, add Video picklist values to the Default Appointment Type Picklist.
AWS Region Setting Guidelines for Health Cloud
Virtual calls configuration now includes the ability to select multiple regions to meet your relevant security, data storage, and governmental requirements. We recommend using the provided region suggestions for the Winter ‘23 release of Health Cloud Virtual Care.
Configure Video Visits
Now that you have the AWS account setup and connection to Salesforce done you can configure the Video Visit utility. Input the appointment types that use the video feature, choose a transcription type, and provide the storage place for transcripts.
Enable Transcription of Video Visits
Video Calls use Amazon Transcribe or Amazon Transcribe Medical to provide real-time audio transcriptions. Displaying the transcribed text captions in the video interface improves accessibility.
Add the Video Call Component to the App Utility Bar
Make it easy for your users to join a video call by adding the video call component to the Salesforce utility bar.
Add Users to a Multi-Participant Call
Coordinate patient care among providers or discuss care with a patient’s family members by allowing up to eight participants into a virtual call. To include Salesforce users, simply add them to service appointments. To add guest users, share the emailed meeting link.
Create a Flow to Add a Calendar File to an Appointment Email
Create a custom record-triggered flow to call an invocable action that adds a calendar file (.ics) to an appointment email. The attendance rate for Virtual Care appointments improves when a calendar invite is included in the appointment email.
Check Patient Location for Appointments
Check that a patient’s location at the time of a virtual appointment matches with a care provider license jurisdiction.
Virtual Care Self Service
Make Video Visits even more convenient for patients by creating an Experience site with self-scheduling. Provide an intuitive video platform, automated appointment notifications, and easy access links for authenticated and guest users.