Mental Health Patient Portal Built with Experience Cloud

Solving the Use Case

Overview

With the right configuration, Salesforce Experience Cloud and Marketing Cloud can be configured to give mental health patients a powerful portal to schedule appointments, manage care, securely interact with their psychologist, and more.

Solving this use case begins with defining internal and external users by setting personas, permissions, and roles in Experience Cloud. These roles are created to fulfill the needs of care delivery and patients. These include:

• Psychologists
• Psychiatrists
• Therapists
• Patients
• Portal Administrator

Roles and permissions will vary by type of clinic and the services they offer.

Security Configuration

Because the portal contains PHI, we configure a variety of platform, application, network, and infrastructure controls for security and compliance.

Platform
Salesforce Shield provides platform encryption, event monitoring, and field audit trails

Application Services
Single Sign On, Two-factor authentication, user roles and permissions, and field security

Network Services
Encryption, threat detection, firewalls, and IP restrictions

Infrastructure Services
Backup, disaster recovery, third-party certifications, and audits

Behavioral Health Data Model

Behavioral health clinics have unique challenges when recruiting patients or delivering care. As a result, the object model will vary for each model. For the most basic implementation of a mental health portal, we create a data structure to represent the relationships between patients, care plans, appointments, and care teams.

The simplest object model looks like this:

• Patient Object
  Stores and displays data related to each individual patient. This could include demographics, eligibility details, outcomes, clinical data, or information collected during registration. Patient type corresponds to the three major types of treatment settings, including hospital inpatient, residential, and outpatient.
• Care Plan
  Stores and displays data related to personalized treatment plans. This usually includes top-level treatment goals, the milestones achieved along the way, and the tasks that need to be completed. On the portal, this helps a patient visualize progress and key next-steps in improving mental health.
• Care Team
  Stores and displays data related to care team members. Depending on the complexity of care, this could be a single psychologist, or a team of therapists, primary care providers, and social workers. On the portal, this gives patients quick access to their entire care team.
• Appointments
  Stores and displays data related to a variety of appointment types. Typically, these high-level categories include pre-assessments, assessments, therapy, and medication review.

By creating object relationships, we create a robust self-service functions in the patient facing portal. Features of the portal include:

• Appointment Scheduling
• Secure Messaging
• Medication Management
• Support Groups
• Top-Level Goals and Milestones
• Billing and Insurance Management
• Telehealth Integration

These portal features allow full mental health care management, leading to increased patient satisfaction and better mental health outcomes.