In an effort to improve the communications among healthcare providers and their potential patients, more and more organizations are using customer relationship management (CRM) software much like other businesses who need to improve their operations.
At its core, a CRM strategy should enhance ongoing efforts to improve the flow of information to the patient’s team, be it transferring of records, answering billing questions to scheduling and even providing feedback on patient care; this, through patient portals and apps for mobile devices:
“Portals are patient-friendly versions of electronic health records. With the tight integration with EHR, providers can customize and personalize content to offer their patients only relevant materials…(mobile patient apps) equip patients with tools to control their health status daily by being at an individual’s fingertips”
For the patient, successful outcomes are more likely to occur when the patient portals, for example, are “patient friendly,” and reflect the proper management of a patient’s electronic health records (EHR). The digital version of a patient’s record (EHR) should not only be made available in real-time but also be protected with the latest security and compliance mandates.
CRM software should foster more “patient engagement” and a chance for the patient community to respond to surveys, for example, or provide a format for reviewing their patient care.
From the marketing side, healthcare entities are always looking at the “universe of potential patients” beyond their existing sphere of customers. CRM software can be used to capture data from social media sites, for example, in an effort to increase patient inflows, as noted in a healthcare reference website, Hospitals.Healthgrades.com:
“Effective CRM employs a systematic, data-based approach to personalized management of your patient population.”
Contact us to learn more about CRM’s capability in your organization.