Virtual Care

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.

Virtual Care requires the use of Intelligent Appointment Management. Setup requirements include setting up Provider Search, creating profiles for appointment schedulers, creating relevant records, and configuring a back-end scheduling system. For details, see Intelligent Appointment Management.

1. Get Your Org Ready for Virtual Care
   Before you set up Virtual Care, enable and configure the required supporting features.
2. 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.
3. Virtual Care Availability by Country
   Virtual Care is available in specific countries.
4. Enable Video Calls
   Enable Video Calls so that you can set up video appointments.
5. Connect Amazon to Salesforce
   Create a connected app to connect Amazon to Salesforce. A connected app is a framework that enables an external application to integrate with Salesforce using APIs and standard protocols such as OAuth.
6. 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. You must work with your AWS admin to complete the integration.
7. AWS Region Setting Guidelines for Health Cloud
   Virtual Care includes the ability to select multiple regions to meet your relevant security, data storage, and governmental requirements. We recommend using the provided region suggestions.
8. 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.
9. Add Video Appointment Types
   To differentiate video calls from other types of service appointments, add Video picklist values to the Default Appointment Type Picklist.
10. Configure Video Visits
    Now that you have connected the AWS account to Salesforce, 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.
11. 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.
12. 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.
13. 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.
14. Create a Flow for Appointment Emails with Calendar Invites in Virtual Care
    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.
15. Virtual Care Self Service
    Make Video Visits even more convenient for patients by creating an Experience Cloud site with self-scheduling. Provide an intuitive video platform, automated appointment notifications, and easy access links for authenticated and guest users.