Patients are People First – True CRM Becoming Real in Healthcare

As I look across the healthcare landscape, I’m encouraged by the number of light bulbs going off in executives’ heads as they realize that patients deserve to be treated as customers. But then, that “a-ha” moment fades as those same executives realize their EMR systems are not sufficiently robust to capture and disseminate demographic and preferential information on their valuable patients.

Imagine how much easier it would be for billing, scheduling and customer service staff if they had pertinent, personalized information on each patient/customer. Calling Mrs. Johnson to schedule her MRI scan without knowing anything beyond name, number and type of scan puts Mrs. Johnson in the awkward position of trying to personalize the experience herself. Will she remember to tell the scheduler she’s allergic to contrast dye? What if her husband recently changed jobs, and now she has a different type of insurance? What if transportation issues frequently cause her to miss appointments?

Now imagine the scenario where the scheduler has demographic and preferential information about Mrs. Johnson readily available. The scheduler already has spoken to Mrs. Johnson’s physician about the dye allergy, and a prescription has been called in for medication she should take before the scan. Mr. Johnson has been to see a physician since the job change, and information about the new insurance also populated Mrs. Johnson’s record. And the scheduler already knows about the transportation issue and has a plan of action to discuss with Mrs. Johnson.  Just one example …

Give Health360 Engagement Center a Try

Bringing the elements of a customer relationship management (CRM) system to healthcare accomplishes two important goals. First, it shifts the discussion about patients into a discussion about consumers—a small but important distinction in an age where patients increasingly have choices as to where and how they receive healthcare. Second, it helps health systems bring together information from disparate systems to create a Golden Record, a 360-degree view of the patient/customer.

Sound intriguing? Now you can experience this first hand and have an opportunity to “test drive” the Tribridge Health360 Engagement Center solution to explore what a patient Golden Record might look like. You can find a free 30-day trial version of Engagement Center on Microsoft AppSource.

Unlike other CRM products, Health360 has been built from the ground up specifically for the healthcare industry. Our clients are continually finding new and innovative ways to use the product to create deeper, meaningful relationships with their patients/consumers that increase loyalty and revenue while reducing the incidence of no-shows for appointments.

The solution contains dozens of visual cues so staff can tailor their interactions based on customer preferences. It could be language difficulties or a family situation, for example. It also can flag your concierge patients who are accustomed to a higher level of service.

We’re hearing about innovative uses of Health360 Engagement Center nearly every day. We’re also seeing more and more inquiries from health systems that are trying to better understand how to engage patients in more meaningful ways.

Not only do consumers have more choices, but providers increasingly are on the financial hook for the health and wellbeing of their patient populations. Understanding patients better—understanding them as individuals—is the key to providing better, more personalized care.

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