Helping others and improving patient health is the reason most healthcare professionals have chosen to enter the industry. However, patient health can often be at odds with the business of running a healthcare system. It is more important than ever for hospitals and clinics to create a personalized patient experience consistently.
Customer relationship management (CRM) software gives healthcare systems an opportunity to guide each patient on his or her own connected journey to increase patient trust, loyalty and lifetime value—here's how.
Increasing numbers of health systems and clinics have become inefficient during the patient intake process—it can be slow, data-entry-riddled and prone to mistyping, mis-filing or neglecting important tasks or information entirely. Using your CRM software to automate as much as possible during the intake process can reduce errors, keep records accurate and trigger automated workflows to prompt team members to follow up. This improves the ability to integrate or share information with your hospital or clinic’s medical record software, keeping data clean and freeing up humanpower and resources throughout the facilities.
Using a CRM can exponentially improve your overall patient experience by automating mundane and tedious intake processes. This creates a consistent data file on each patient, with personalized information and healthcare propensities. It will allow you to market with personalized content, send appointment reminders and communicate new treatment options. Patients will feel engaged, positive and respected. This will improve patient loyalty, which you can then leverage with referral requests and satisfaction surveys to continue optimizing your patient experience and improving your bottom line.
A good CRM system for healthcare will allow you to consolidate your clinical, financial and behavioral data that has been collected over time by your hospital or clinic. It may take some coordination with clinic management to import and establish communication among these systems. Having all of the available data at your fingertips within your CRM will open opportunity to create segmented populations based on care, conditions, procedures, etc. CRMs will also allow you to create and monitor multiple campaigns through multiple channels. This becomes important when evaluating your marketing efforts, identifying your most successful tactics and proving ROI.