Healthcare CRM: How to Manage Patient Relationships 🧑‍⚕️

Inês Batata
Inês Batata Admin Posts: 3,155 COMMUNITY MANAGER
2500 Comments Second Anniversary 5 Likes First Answer
edited July 24 in Workflow Automation #1

The healthcare industry has a growing need to prioritize patient relationships and engagement. It is years behind the global standard when it comes to adopting effective digital communication channels to keep up with consumer-driven demand for a better customer experience. 

In a survey conducted by Surescripts, 55% of patients reported that their medical history was incomplete or entirely missing when they visited their doctor. Patients also reported that they were spending the majority of their visit filling out paperwork and note that they feel doctors who use a digital system are 70% more organized, 40% more innovative and 33% more competent.

Healthcare practices that have adopted software solutions to replace manual data entry and administrative tasks such as sending emails and scheduling feel 68% more relieved, 65% more confident and 55% more comfortable in their roles. 

How can the healthcare industry improve their customer experience? It starts by equipping employees, both physicians and staff, with the tools and information they need to close the expectation gap and elevate the customer journey, from scheduling and intake to all patient and staff communications and touchpoints.

Leslie Kelly Hall, Senior Vice President of Policy at Healthwise and the Informed Medical Decisions Foundation told Surescripts: 

“It’s clear that patients are willing and able to play a more active role in managing their care, and with improved access to technology and information sharing between doctors and patients, the entire healthcare system will benefit.”

 

Has a healthcare CRM helped you to improve your patient relationships and better organize your business? If so, how?

 

🔎 Click here for a more in depth look at how a healthcare CRM can help you strengthen your patient relationships and improve your operational efficiency. 

Comments

  • Ľubomír Kukuča
    edited October 2020 #2

    Agree with you, Inês
    The thing is, healthcare CRM usually has to integrate several government databases and systems. 
    This can be development pain sometimes close to impossible because of their conditions and rules. 
    Also, their API is usually in poor condition. 
    But after a successful fight with these issues, it sure would be great to have a Healthcare CRM like Pipedrive for patients. 

  • Mohamed AMER
    Mohamed AMER Posts: 3
    edited October 2020 #3

    Getting patients engaged with their healthcare provider is a bigger, even a major challenge IF the healthcare providers do not belong to the same organization. Patient profile appearing in front of the therapist or doctor play a major role today in ensuring the provider is well acquainted with the patient case, and also gives them the time to fill the real gaps they need to reach a more plausible diagnosis.

    A key component of Hosp Info Systems revolve about accumulating data in the patient file, however, there has been a recent realization about using digital platforms for patient "retention" if you want to call it that. Many hospitals invested in digital patient educational and patient communication channels. some establishments have built their own apps that automate and remind of appointment, communicate lab results, and so on.

    Having said so, understanding the patient journey, from the time he decides that he has an issue that needs some sort of management, to deciding to visit a doctor, till the follow-up after the therapeutic journey has ended (or not, such as in chronic conditions) is crucial for increasing the bond between HCP and patient.

    For example,  the investment in following-up of patient's compliance with the therapy regimen prescribed is left solely for the discretion of the patient, who usually uses third-party apps for that purpose, if they want to. it has been long proven that patient adherence to therapy is the most important factor in reaching a positive therapy outcome, so it is surprising to see that doctors and hospitals are not yet involved in following up with patients their adherence and compliance to therapy, especially in management of chronic diseases such as diabetes and hypertension.

    I think this is a gap in today's digitization today and would represent a step forward in accompanying the patient in his journey with his disease.

  • Inês Batata
    Inês Batata Admin Posts: 3,155 COMMUNITY MANAGER
    2500 Comments Second Anniversary 5 Likes First Answer
    edited October 2021 #4

    Absolutely, Ľubomír Kukuča and @Mohamed AMER !

    Healthcare systems are so complex in themselves and bring in such diversified data from so many different sources that they definitely demand special attention and time to be optimized for the best user experience bit both sides (professionals and patients). 

    Take a look at this interesting use case from a hospital in Denmark, I think you'll recognize yourselves in some of their struggles and possibly take some solution ideas from it too. Great to have you fire up the discussion here, this is exactly what the Community is for. 💪

  • Nebojsa Damjanovich
    edited February 24 #5

    Not, to mentioned that one of core feature of healthcare CRM is email marketing solution and (should be) email automation that Pipedrive don't have at this moment. Integration with other providers will be almost impossible - healtcare want's one solution bacause of law compliance.

    I work with major pharma companies in Hungary, AMA :-)

  • Inês Batata
    Inês Batata Admin Posts: 3,155 COMMUNITY MANAGER
    2500 Comments Second Anniversary 5 Likes First Answer
    edited October 2020 #6

    Not, to mentioned that one of core feature of healthcare CRM is email marketing solution and (should be) email automation that Pipedrive don't have at this moment. Integration with other providers will be almost impossible - healtcare want's one solution bacause of law compliance.

    I work with major pharma companies in Hungary, AMA :-)

    Thank you for your input @Nebojsa Damjanovich !

    We have an email automation that we've recently added (Mailigen), and we're working on some very interesting things to make it sync even better with Pipedrive. But it already does all the email automation tasks and automations you could dream of. 😉 Take a look here: 

    https://pipedrive.hubs.vidyard.com/watch/SLgFmNi4R3GVEXiSQE4KMx

     

    Hope that helps!