What is a Healthcare CRM?
A healthcare CRM (Customer Relationship Management) is a software tool that allows healthcare providers to find, guide, and keep patients throughout their care journey. It aggregates, normalizes, and hydrates patient data, including personal information, medical history, and communication preferences to help healthcare providers with patient relationship management and interactions to provide data-driven personalized services. A healthcare CRM can help healthcare professionals provide clinically contextualized holistic, patient-centered, value-based care.
How can I use a healthcare CRM to drive patient engagement and loyalty?
A healthcare CRM can transform patient engagement and loyalty by providing the right message, with the right data, to the right person, at the right time. Through contextual insights from longitudinal patient views, healthcare CRM software can help provide a health 1:1 journey with reminders for appointments and follow-up care, deliver personalized communication, relevant health information, and educational resources, and offer incentives or rewards for patient loyalty.
By using a healthcare-contextualized CRM, organizations can accelerate their digital maturity, experience a 20% increase in patient retention, drive a 15% improvement in care outcomes, and boost patient satisfaction by 30%.
What should I consider before implementing a healthcare CRM?
Through data accessibility and interoperability enabled by a data platform, healthcare organizations can develop integrated strategies that have the scope to go from illness to wellness and stay with consumers for life. Health systems need to assess the maturity of their healthcare CRM system and gauge the specific needs and goals of their organization, such as improving patient engagement and enhancing care coordination. Then, evaluate the features and capabilities of different CRM systems while ensuring that the system complies with relevant regulations, such as HIPAA, and that patient data is protected.
How can a healthcare CRM demonstrate marketing ROI?
Marketers need to focus on deploying omnichannel campaigns where the key focus will be on the consumer journey. This will help providers acquire consumers through precision-targeted touchpoints, and measure campaign effectiveness and ROI across a vast array of KPIs. A healthcare CRM can demonstrate marketing ROI by tracking and analyzing key performance metrics, such as patient acquisition cost, conversion rates, patient lifetime value, and return on investment for marketing campaigns.
Why opt for provider-centric healthcare CRM instead of using traditional CRM solutions?
Traditional CRMs are not designed with the clinical context in mind, limiting their ability to effectively address the needs of healthcare organizations and their patients. These limitations can encompass a lack of compliance with regulatory requirements, inadequate patient engagement tools, poor or no integration with clinical systems, insufficient data analytics, and costly customization options.
To address these challenges, healthcare organizations are turning to patient-centric “built for healthcare” CRMs, specifically designed for healthcare, to enhance patient engagement, manage care journeys, and achieve improved outcomes.
What should I look for in a healthcare CRM vendor?
To meet the true requirements of a healthcare CRM, a solution must provide a patient-centric data model, workflows, and analytics to find, guide, and keep patients for life by putting the patient at the center. CRM systems must also provide an access center that integrates with any and all EHRs, healthcare-specific workflows, and support for the entire clinical journey.
