Social Care Cloud

The right CRM: Citizen Relationship Management.


Ian H Smith

After ten years of healthtech innovation at Being Guided we are now delivering Social Care Cloud. This enables health and social care professionals to better communicate with patients, families, friends, carers and volunteers. The right CRM: Citizen Relationship Management.

Social Care Cloud is built on the world-class, secure Salesforce Lightning Platform. Here, the citizen becomes the customer placed at the centre of all health and social care communications. This includes the option to integrate with Electronic Health Records and Social Care Case Records.

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Social Care Cloud sits alongside existing health data and system silos to provide a seamless flow from hospital discharge through timely provision and funding of social care, together with related post-hospital community and volunteering services. This includes social prescribing and more holistic view of health and wellbeing as a whole.

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As illustrated above, Social Care Cloud enables Patients, Families, Carers and Volunteers to co-create and update a Social Care Plan. These Plans can be integrated with Electronic Health Records but this is not hard-wired to its initial implementations.

Social Care Cloud is a simple, affordable platform. Think of this in terms of People, Process, and Platform - as set-out below.


With citizens viewed as Customers, the Social Care Cloud delivers on the world's leading CRM technology provided by Salesforce. This is putting People first and enabling Patients, Families and a wider community of non-profit and community organisations to be at the centre of what matters most: the health and well-being of Citizens.

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Each Citizen Record (and related Volunteer or Carer Record) is updated by Patients or nominated Family/Friends via simple set of Web Forms, avoiding the need for software licences and making this highly afforadale at scale. All data is shared through Citizen Consent, and carefully controlling which stakeholders may edit or view different field-level content.

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Platform is a combination of Salesforce Lightning Platform Objects (Modules) for Professional Users and Web Forms for Citizen Users (Patients, Families, Carers and Volunteers). As illustrated above, our Web Form 'Upserting' feature allows non-licensed Users to update Salesforce Records.

The first screenshot below is of a Discharge Plan, enablling Discharge Nurse, Carer, Patient and Family to collaborate around a plan for post-hospital care - at home, in a care home - or with an intermediary 'step-down' community care.

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The second screenshot below is of a Finance Plan, where local government adviser, Carer, Patient and Family Users can better collaborate around the funding of post-hospital care at home - or in a care home. This eliminates bureaucracy and delays in agreeing who should pay for post-hospital care and how much.

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The third screenshot below is of a Citizen Plan, where post-hospital care, which may include any combination of care agency or community worker engagement, and where Patients can give consent to healthcare professionals, Families and Friends as trusted individuals with the ability to collaborate safely in the development and monitoring of care.

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Social Care Cloud may be integrated with a broad range of Electronic Health Record or Social Care Case Record systems to provide appropriate insights into the holistic view of each Citizen and their post-hospital care and wellbeing.