The growing need to access information about patients to offer personalized solutions have put healthcare organizations to implement a CRM solution.
CRM in Healthcare Industry:
Healthcare is one of the fastest growing industries in the world and the market is projected to reach USD 390.7 billion by 2024 from USD 187.6 billion in 2019, at a CAGR of 15.8% during the forecast period. While the U.S. spends more money on healthcare than other developed countries, it ranks the lowest in the effectiveness of its healthcare system. The reason being – growing volume of patient data, increase in technological know-how, and demand for quick and efficient healthcare processes and systems are driving the demand for having a Customer Relationship Management system (CRM) for effective management and to create a better patient experience.
But what is the need for CRM in a healthcare industry? Isn’t the role of CRM to help sales people build a pipeline to convert deals faster? Let’s quickly get into the details of it.
What is Healthcare CRM?
The growing need to access more information about patients in an attempt to offer personalized solutions have put healthcare organizations on a chase for implementing a CRM solution. But the intent of having a CRM remains neutral across organizations, that is to retain patients and to attract new ones.
Some of the key information a healthcare CRM records are
- Medical records
- Patient history
- Tests reports
What companies can use Healthcare CRM software?
- Primary care physicians
- Health Clinics
- Pharma companies
- Emergency depts.
Despite having the scope for better utilization of healthcare CRM, it is often misinterpreted that CRM is typically used for sales conversions and other marketing activities. But, healthcare CRM is more focused on enhancing the patient experience at a broader level customized for different verticals across the healthcare industry.
Here’s a quick look at how a healthcare-specific CRM differs from traditional CRM systems:
- Healthcare CRM systems are built to work within a healthcare organization’s unique structure whereas the generic CRM systems require significant customization to meet the needs of healthcare organizations.
- Healthcare CRM systems automatically unify and harmonize data from Laboratory Information Systems (LIS), billing, supply, courier, payer and other sources while the generic CRM systems expect significant manual entry of tasks and opportunities on the part of healthcare workers.
- Healthcare CRM systems in the United States are designed to be HIPAA compliant, with secure collaboration to support healthcare requirements.
Today, we’ll explore some of the benefits of developing a healthcare CRM software for your clinic or hospital.
5 Benefits of Healthcare CRM
Personalized care – Personalized service has become ubiquitous in every industry. According to a statista report, 90% of U.S. consumers find personalization very or somewhat appealing.
A healthcare CRM, gives a holistic view of patient information and insights on the current medical state, previous visit information and medical prescriptions that can help the doctor to read the condition of the patient to provide accurate treatment on-time.
Enhanced patient communication – Healthcare CRM is playing a pivotal role in communicating the right message to the right patient at the right time. All of that without any human intervention. The new age digital technology has made the healthcare workers life easy by allowing them to focus on better in-person experience.
The CRM has information on the best communication methods for every patient in its system. It can be a phone call, text message, email or a push notification. The system sends reminders to all the patients with relevant information. For instance, a quarterly health check-up that is due and a follow-up communication about the doctor’s availability.
Security and HIPAA compliance – Health Insurance Portability and Accountability Act (HIPAA) primary goal is to ensure the security of the patients’ sensitive information. The Dynamics 365 healthcare CRM is HIPAA compliant and all your patient information is safe on the cloud. Features such as data encryption and multi-factor authentication strengths your data security.
Reduce administrative mistakes – It is wrecking to see 60% of the patients in a survey conducted have had to retake tests because the initial results were lost. Having a healthcare CRM can zero in on the loss of such critical data as most of the process in the CRM is automated and the need for human intervention is minimal.
Insights on patients for better marketing campaigns – All of that patient information and the need for securing it from external threats boils down to this one activity. Marketing campaigns.
In the ever-competitive healthcare industry, it is important to deliver exceptional customer service. And how can one achieve that? With the power of patient information, you can develop campaigns that offer relevant information to your patients to build trust and to drive more visits/referrals. Patient segmentation can be a huge differentiator as it can save a lot of time. The more refined your patient information, the better success of your marketing campaigns to communicate the right message.
How to select a robust Healthcare system?
While choosing a CRM system, it is important for your healthcare organization to understand what the forthcoming CRM is going to achieve for your organization.
It is recommended that an industry-specific CRM offers more depth to your healthcare organization and touches every developmental corner of healthcare sector.
Microsoft Dynamics 365 for healthcare industry helps organizations build patient centric model and enable the system to enhance the overall patient experience. It helps organizations build after-care relationships with patients that strengthens trust which lead to customer retention.
For all that to happen, you need an implementation partner well versed with customization, the one who understands the organization’s requirements at a higher level. Every healthcare sector chose to go with the implementation of patient-centric dedicated CRM software for automating the diagnosis and treatment procedures only with the help of certified experts.
At DemandDynamics, our certified team of experts will help you automate day-to-day in-clinic tasks of healthcare practices with the help of Dynamics 365 for healthcare. For more information on CRM implementation, talk to our experts now and explore possibilities!