The term ‘CRM’ refers to a ‘customer relationship management’ system. They are frequently associated with the retail and corporate sectors, but the healthcare industry can also make effective use of the right CRM. They plan an integral role in the management of medical institutions such as hospitals, laboratories, medical centres, public or private clinics, and more!
The predominant use of CRM software within the healthcare industry is the management of patient details. This could include medical history, past and future appointments, and outstanding medical bills. No matter the size of the organisation or institution, healthcare CRM possesses numerous benefits. Sapio Sciences CRM is one of the industry leaders & a great place to start if you’re looking for healthcare CRM.
However, demand breeds innovation, which means there are now numerous healthcare CRM systems out there. How can you know which is the best choice for your service? Well, this guide is a good start! We’re going to take you through some of the best healthcare CRM available, and what makes them so special.
Salesforce Health Cloud
Topping our list, and easily one of the most popular CRM systems in the healthcare industry, we have Salesforce. This CRM software provides any healthcare organization with direct access to patient records and medical history, all displayed on an easy-to-use interface.
Salesforce Health Cloud is fully operational across multiple devices, meaning engaging with patients has never been easier. Appointments can be rearranged or cancelled through the service, with automated appointment reminders built-in, improving the overall customer service experience.
- Streamlined organisation makes for improved patient satisfaction
- Built-in payments system to handle insurance transactions
- 360-degree view of patient medical history
Though not specifically designed as healthcare CRM software, Zendesk has numerous applications relevant to healthcare providers. The generalised CRM system allows you to manage patient information such as medical history and appointment details, including the booking of future appointments via SMS.
Outside of patient satisfaction, healthcare professionals can also organise their own details within the system. This could include a daily itinerary or a series of reminders for appointments, so both professionals and new patients are prepared in advance. Zendesk makes communicating with patients a simple experience.
- Call centre tools that allow for SMS communication
- Improves both patient and medical professional experience
- Zendesk customer support helps to keep you connected throughout any malfunctions you may run into
As a CRM software, Leadsquared is primarily focused on sales and marketing. However, the healthcare industry is still listed as one of its potential CRM solutions. It offers plenty of features that can improve patient satisfaction and acquisition, though it may not suit all healthcare institutions.
Leadsquared is suited best for specialised hospitals, such as children’s or women’s. This is because of its arsenal of marketing solutions, aimed at targeting specific demographics. Through Leadsquared you can stay in touch with patients through a variety of channels, while simultaneously retaining key information about appointments.
- Marketing features such as email campaigns to improve patient acquisition and growth
- Numerous communication channels available, including telephone dialers
- Keeps track of patient satisfaction reports, so you can keep track of what your practice is doing well and where you could improve the healthcare environment
What are the Benefits of a Healthcare CRM?
There are numerous benefits associated with healthcare CRM software. Customer relationship management software might seem out of place within the health sector, so it could be helpful to think of it as patient relationship management software.
This form of patient management has two key aspects, organisation and communication. Let’s look at them in a little more detail.
An effective healthcare CRM, no matter which brand you go for, will be capable of storing patient contact details. This mostly includes their phone number and email address. By having this information in one centralised location, you never have to worry about getting in touch with them.
In fact, many healthcare CRM software features automated reminders and messages. This could relate to appointment reminders or information relating to changes in medication. You can utilise your CRM software however you like to achieve the communication goals of your practice or hospital.
The benefits of effective patient communication are not limited to appointment reminders alone. Growth is important for the survival of any healthcare practice or institution, especially for more specialised areas of medicine.
CRM software can offer email marketing campaigns that are tailored to specific demographics, even among existing patients. This could be especially helpful for targeting patients who may be interested in upcoming services or treatments relevant to their care.
If documentation management is more of a priority to you, CRM can help with that too. Most healthcare practices are required to keep their patient’s information readily available for obvious reasons. A healthcare professional can only perform their best work if they are fully aware of their patient’s medical history and current condition.
CRM software puts all of this information in one, easily accessed location (provided you have the clearance to view it!). Medical professionals can retrieve all of the information they need, precisely when they need it. This can help to build familiarity with patients, which in turn can greatly improve the overall patient experience.
Additionally, documents stored on the CRM system can be separated into specific categories relating to age, treatment, medical history, and more. This information can often be customised precisely to your liking, based on the most relevant metrics to your practice.
Conclusion: The Best Healthcare CRM
In truth, there is no one CRM software that can be titled the best. Although Salesforce is one of the few specifically designed for the healthcare industry, others could prove just as valuable to you. The true strength of an effective CRM system in the healthcare industry is its versatility.
This means whether you manage a chain of smaller clinics or operate from a large hospital, all can benefit from the right CRM software. Deciding which is right for you largely depends on your priorities (organisation vs marketing, for instance) and personal preference. No matter which system you choose, your patients and professionals alike will benefit!