Modeling caregivers and other supporting people
Key Takeaway
Give a caregiver or other supporting person their own person account, like a patient, so their role can change later. Link that person account to the patient's person account with a Contact-Contact Relationship that carries a caregiver role.
Agentforce Health gives a 360-degree view of the patient or member. The view includes the people and organizations around them, such as their primary care physician, other care team members like physical therapists, family members, and even medical supply companies. For a caregiver or other supporting person, you make two design choices: which record represents the person, and how that record connects to the patient.
Why patients are person accounts
In the traditional Salesforce account-contact model, accounts represent organizations and contacts represent people. A contact exists only in relation to an account. The model suits a sales rep at a company, but most healthcare organizations don't think of patients or members as part of an organization.
A person account stores details that apply to human beings rather than organizations, such as first name, last name, title, address, and date of birth.
Always model patients or members as person accounts, with a single person account record for each patient or member. You can't fully use Agentforce Health functionality if patients and members are modeled any other way.