In recent years, more healthcare organizations are embracing the concept of custom healthcare customer relationship management (CRM) platform development. This is primarily because healthcare CRM platforms can significantly improve the relationship between healthcare organizations and their patients.
Many healthcare specialists still believe that patient satisfaction is all about successful treatment and timely recovery. No, it’s not.
Patient satisfaction includes everything from the point the patient and their loved ones enter the doctor’s clinic or office. From a comfortable chair to a courteous front desk assistant, and from accurate diagnosis to successful treatment – everything is included. However, it can be overwhelming for healthcare organizations to manage every activity, and this is where healthcare CRM platforms come into the picture.
A healthcare CRM platform can be defined as a patient relationship management tool that is specifically designed for use by healthcare professionals and organizations. It knits a wide range of data sources together (provider credentials, patient, and consumer demographics, behavioral, social, financial, call center, website, etc.) to offer a 360-degree and holistic view of patient activities, preferences, expectations, and requirements.
In other words, a healthcare CRM platform acts as a routine task automation center, marketing platform, patient tracking system, patient records’ portal, and statistical analysis system to free up staff from performing repetitive tasks, focus on more strategic projects and core activities, reduce waiting times, improve satisfaction, and deliver consistent and exceptional customer experiences.
Let us explore the advantages of having a CRM in the healthcare industry.
Mailing & Marketing Campaigns
Healthcare organizations can improve their quality of care and service when they know what their patients need, who they are, and what they want. A CRM platform can help healthcare organizations easily track patient satisfaction as well as the likelihood of them referring the healthcare organizations to others. In addition to these advantages, it can also be used for filtering out contacts to access a targeted list of existing and potential patients who may have an interest in new products, services, or offers.
Reports, Metrics, and Dashboards
A powerful CRM platform such as Enquire CRM securely stores patient data in a communications module so that it can be easily accessed by authorized employees to track and schedule patient interactions and appointments.
It can also be used to support online medical portals for making record updates and new patient check-in less time-consuming for staff. The CRM’s reporting module can be customized to segment the patient population to track their behavior, preferences, past spending, health condition to understand and serve them better. It can also calculate important metrics like patient retention rate, type of health complication, length of stay, etc. These insights can then be used to generate customized reports to quickly measure and track progress over time.
Customer Management Processes
There are countless daily tasks and activities that must be successfully completed every day without fail for a healthcare organization’s internal processes to function smoothly. Compliance with regulations, patient notes by nurses and doctors, filling out forms, reporting, appointments, medications on hand and prescribed, etc. All specific tasks generally involve a certain sequence of actions that can be automated through a CRM.
The CRM’s task management module can be utilized to allow staff to add, edit, or share a task to an individual staff member, and track the priority, progress, deadline, and completion status of the task.
Improved Workflows and Task Automation
A powerful CRM like the Enquire CRM acts as a centralized tool and synchronized database for interactions between patients and staff. When a patient visits the doctor’s office or clinic, the front desk assistant can see of the patient’s data on a single dashboard that helps them to efficiently handle the needs of patients faster. CRMs provide rich functionality choices to automate repetitive tasks like patient notifications, appointment management, and payments. They can also be used to send reminders and notifications to patients and their loves ones about upcoming appointments.
Better Care Delivery
A bird’s eye view and data consolidation of all patient interactions mean healthcare organizations are more empowered than ever to understand patient needs, expectations, preferences, and behavior patterns. This helps them personalize their services to deliver exceptional and consistent customer experiences.
CRM platforms make it easier to retain existing and attract potential customers through newsletters, emails, social media, website, and other forms of communication. Furthermore, they can also help you track referrals and identify lucrative referral sources with precision marketing. For instance, a healthcare organization may send birthday greetings, personalized discounts, or a get well soon message to patients to nurture their connections with them.
Need help with healthcare CRM? Contact Enquire and schedule a demo now to find out how your healthcare organization can get more patients, referrals, and census without spending a fortune.