Sometimes effective treatment is just not enough to build strong relationships with patients. Most clinics today think about how to attract a new patient, and only then what to do with the database of old clients. This is where medical CRM comes to the rescue – an indispensable assistant in the field of patient relationship management. Let’s look at how you can combine medical care and marketing methods to attract customers on one platform.
Is It Worth Using Cloud PRM?
This question often raises doubts among clinic providers:
Is cloud storage secure?
At the same time, the vast majority of them use cloud services in their daily lives and post sensitive information about their health, property or finances there. Of course, the system or application you are working with must be secure. Let’s take a look at the advantages of cloud healthcare CRM software compared to stationary ones.
Cloud-based patient management tools allow:
- Do your job from anywhere in the world
- Get access to information in minutes without having to download or install anything
- Affordable price with monthly payment
- No need to store data on your own servers
- Patient data is stored in encrypted form, which eliminates the possibility of their loss or dissemination.
Choosing The Right Tool For Improving Patient Journey
The general rules of customer relationship management are not applicable to the field of patient care due to restrictions in legislation. However, we may use the following tools to our advantage:
- SMS and emails
- Phone calls
- Electronic health records (EHR)
- Receiving regular feedback
All these tools are aimed at solving completely different tasks. However, for the clinic to work effectively, they must be used together.
For example, EHR allows to:
- Keep medical records
- Collect patient information
- Identify groups of patients according to certain demographics
- Generate electronic recipes
- Use the ICD-10 database search
To study at what stages and why potential patients refuse appointments, track the results of each patient engagement channel using tags.
If you use SMS and email services in your clinic, you can set up automatic notifications and appointment reminders directly from the patient’s card. This will greatly simplify the work of your administrators.
Clinicians can apply color-coded labels to the electronic patient record. For example:
- “Additional tests”
- “Examination every six months”
- “Discount on the service”.
With the help of such tags, administrators will perform appointment scheduling and check-ins, be able to remind the patient when he needs to take tests, come for a follow-up, or offer a discount on an additional service. Another way of putting it is to make the workflow easier to handle.
Tags can be useful for exchanging information between healthcare providers treating one patient. For example, you can mark his reactions to various manipulations in the system functionality.
A practice manager can set any kind of labels, with the help of which he will be able to make special segmented reports on selected positions. For example, you can select all the patients who came back last month or according to the current promotion. You can then decide which promotions really work and which ones need to be changed.
All these patient relationship management system tools invariably improve the attitude towards your clinic. Imagine that a patient receives an SMS message with a birthday greeting and a special offer. This is a service that he has wanted to sign up for for a long time, but never did.
With a well-built CRM solution, improving patient communication will result in them being happy to come to your clinic and recommending it to others.
Building a Patient-Centered Approach Using PRM System
When choosing practice management software with a CRM built into it, pay attention to how much this solution allows you to automate the process of communication with the patient. In addition, it allows you to collect the maximum amount of data about his preferences. Marketing automation is a key process of tracking patient experience.
Below we will provide ways to collect and segment information about your clients, which will be a core element in building a patient-oriented approach to the work of the clinic.
#1. Learn more about your patients
Track the actions of visitors on your clinic’s website real-time: which pages they read, what they are interested in, how long they have been on it. It is enough for your CRM to integrate with Google Analytics. It is also helpful to be able to book an online appointment with the right doctor directly from the website. So that you can correctly track the conversion from a regular visitor to a patient and draw conclusions about how attractive and understandable your content is to the audience.
What can you learn from this data:
- How much of your website and mobile app are filled with information useful to the patient
- At what stage the patient leaves the page or why he does not want to complete the online booking process
- Your healthcare organization’s target audience.
#2. Make your clinic more accessible
Make sure that the patient can contact you in any way convenient to him and get a competent answer. You can use:
- Live chat, even if it’s a chatbot, not a human
- Option to request a callback when patients can leave their phone number
- Social media pages
- An online appointment form for services or to a specific doctor.
#3. Collect patient data for medical and business reporting
As much information as possible about patients and their retention activities should be collected. The ability to filter information by the necessary parameters will give you an accurate understanding of how the work with patients in your clinic is progressing. This will help you understand who your patient is and how effective your business as a whole is.
#4. Always keep your patients up to date with treatment
These days, the patient is determined to fully participate in the medical practice. Therefore, you must learn how to clearly explain all the options and nuances of treatment to him. He wants to be told what manipulations will be carried out with him and why, when the results of the examinations will be, and what to do after them. It is very critical that the patient leaves your clinic confident that he is receiving decent treatment. There is nothing more frustrating than leaving the care provider even more upset and confused than before the visit.
Healthcare professionals should listen carefully and discuss possible treatment approaches with their patients. If the patient was initially involved in making the decision, then he is much more likely to adhere to your recommendations.
Make sure that your patients are satisfied with the healthcare service by using the following tips:
- Remind registrars to interview patients regularly after visiting the clinic
- Send documents, test results, and so on to patients by email
- Use automatic SMS reception reminders
- Use online consultations if the patient cannot come to you or to discuss the results of tests with him.
These methods are used in all areas of business in the B2C format. We cannot now imagine a successful company that does not have PRM software, or a CRM system and which does not analyze its work with its clients. Even taking into account the peculiarities of the healthcare industry, all these tools work perfectly for clinics of any size.