Salesforce Pushes for Seamless Care with New Playbook

Salesforce has introduced a new playbook aimed at streamlining connected care in the home. According to their survey, 90% of patients want automatic ER notification after an emergency room visit, but this rarely happens.

The traditional model of home health is organized around visits, with limited visibility between events. Salesforce illustrates the alternative by using a heart failure discharge as an example: a connected scale detects a three-pound gain and links that signal to the discharge plan, medication list, and care history.

An AI agent gathers context, and a nurse reviews the summary before booking a virtual consultation and coordinating medication. The system notifies the primary doctor without the patient making a single call.

Salesforce argues that scheduling failures and refill delays are clinical risks that drive avoidable emergency visits and duplicate testing, with significant business impacts such as rising call volumes, repeated staff work, and patients leaving when access becomes too hard.