Once thought of primarily as a sales tool, CRM (customer relationship management) has evolved significantly over the years and modern CRM platforms are proving to be indispensable tools for teams and organizations in almost every industry.
The adoption of CRM in the healthcare sector has been a game-changer, and the benefits extend far beyond conventional patient relationship management.
A CRM can help a healthcare organization enhance the quality of patient care, nurture relationships with their referring physicians, and simplify their internal processes.
In this article, we will explore the benefits of CRM software for the healthcare industry and outline ways healthcare organizations can use these powerful tools to address the many challenges they face.
1. Streamlined appointment scheduling
CRM platforms can optimize appointment scheduling, reducing wait times for patients and easing the workload for healthcare administrators.
- Automated appointment reminders- With CRM automation, appointment reminders can be sent out before an upcoming appointment.
These reminders can be set up with triggers like “24 hours before an appointment” or “1 hour before an appointment” — or they can be set up as a cadence such as “7 days before, 3 days before, 1 day before”.
When used via text message or SMS, automated reminders are very effective at improving attendance rates.
Additionally, automated reminders can be enabled to allow patients to reschedule appointments themselves, saving time for admins and increasing the chances of future attendance.
- Real-time calendar integration- CRM systems can integrate with the calendars of healthcare practitioners to provide accurate, real-time availability.
This allows administrative staff to quickly identify suitable time slots for appointments without the risk of double-booking or scheduling conflicts.
This can also enable patients to schedule/reschedule appointments themselves through a self-service portal, reducing the workload for administrators while providing greater convenience and agency for the patient.
2. Enhanced engagement
CRM’s robust communication and engagement features can help healthcare organizations nurture and grow relationships with patients, practitioners, and partners.
- Personalized communication- A CRM allows healthcare organizations to personalize communication to align with the preferences of their patients and practitioners.
Tailored messages, appointment reminders, and relevant information can all be delivered through preferred channels (email, text/SMS) at preferred times, improving deliverability and fostering a sense of individualized attention.
Personalized communication fosters trust and demonstrates a continuous effort by the healthcare provider to meet and exceed expectations.
- Appointment follow-ups- A CRM can automate follow-up cadences that provide patients with important information including:
- Appointment summaries
- Findings and diagnosis
- Emergency contacts
- Satisfaction surveys
- Prescription details
- Treatment plans
A post-appointment follow-up cadence is a valuable communication tool that helps patients better understand their care plan and can lead to better outcomes.
3. Better security and compliance
Staying compliant with healthcare industry regulations and laws adds another layer of complexity for healthcare organizations. A HIPAA-compliant CRM can help.
- Data handling and accessibility- Compliance standards like those imposed by HIPPA (Health Insurance Portability and Accountability Act — in the US) and GDPR (General Data Protection Regulation — in Europe) require that digital patient data be handled in a very particular way.
The strict access controls of a HIPAA-compliant CRM can ensure that all information stored within the CRM can only be accessed in accordance with these regulations.
- Data encryption- A HIPAA-compliant CRM uses end-to-end data encryption to ensure that as sensitive healthcare information passes through multiple systems or servers, it remains encrypted and protected.
This is instrumental in safeguarding patient data, maintaining compliance with data protection regulations, and ensuring the overall integrity and confidentiality of healthcare information.
For more information on HIPAA compliance, check out our article, HIPAA Compliant CRM Software Guide.
4. Refined referral management
CRM platforms can streamline physician referral processes, ensuring a smooth and transparent experience for patients and referring physicians alike.
- Patient transfer and intake- Automated greetings and appointment verifications can start the patient relationship off on the right foot. These messages can include intake forms and provide pertinent information like the name of the healthcare professional that they will be seeing or the street address of the facility.
- Patient records- A CRM can also ensure the safe and secure collection and transfer of patient records — so long as the CRM is compliant with local regulations such as HIPAA or GDPR.
- Referral tracking- Referral tracking helps ensure the proper attribution of referrals. This data can be used to identify and segment physicians for outreach campaigns and partnership offers.
5. Simplified patient record management
Through CRM integration, patient information can be collected from a variety of sources (including patients themselves), simplifying and enhancing patient management.
- Centralized patient information- A CRM platform can consolidate patient information from a variety of sources, providing healthcare practitioners and administrators with a comprehensive overview of the patient record, including test results, treatment plans, and communication history.
This centralization enhances coordination between treatment providers and ensures that all relevant information is readily available during patient interactions.
- Patient feedback- CRM systems can integrate with patient feedback collection tools to provide valuable insights into the patient experience.
Healthcare organizations can use this information to identify areas for improvement and also to address patient concerns, enhancing the quality of care and strengthening patient-provider relationships.
6. Self-service enablement
CRM integration can provide patients with the ability to take control of their treatment through access to their own healthcare information and other resources.
- Patient portals- CRM platforms can integrate with patient portals to grant individuals secure access to their personal health information.
This enables patients to view their medical history and test results, schedule/reschedule appointments, and access online resources.
- Self-assessment- Through integration with healthcare software, CRM can help patients access self-assessment tools, receive personalized treatment recommendations, and access educational materials tailored to their medical history and health goals.
Self-service options can help patients actively participate in their own healthcare journey which can lead to stricter adherence to treatment plans and higher satisfaction rates.
7. Telehealth integration
CRM can securely facilitate telehealth consultations by integrating with telehealth platforms.
- Virtual consultations- A CRM platform can enable patients to schedule virtual appointments and attend remote consultations with healthcare providers.
This expands access to care and accommodates patients who prefer or require remote healthcare services.
This can be especially helpful for mental health practices that don’t require in-person treatment.
- Secure access- CRM can enhance the security of telehealth sessions by managing access controls and authentication.
Patients can receive secure links or access codes through the CRM, ensuring only authorized individuals can join virtual consultations.
This contributes to better patient data protection and improves compliance with privacy regulations.
8. Accurate, real-time reporting
A CRM can transform data into visualized reports and dashboards that can be used to inform performance and outcome analysis. For healthcare organizations, these tools can also be used to demonstrate and improve compliance.
- Real-time data analysis- A cloud-based CRM can provide up-to-the-minute insights into business aspects such as patient attendance, referral rates, and operational performance.
This allows for timely decision-making and quick responses to emerging trends or issues within the healthcare organization.
- Patient outcome tracking- CRM platforms can help track patient outcomes by integrating with EHR (electronic health records) systems.
This enables healthcare facilities to generate reports on treatment effectiveness, recovery rates, and patient satisfaction, contributing to continuous improvement in patient care strategies.
- Compliance reporting- A CRM system can track compliance and automate the generation of compliance reports, helping healthcare organizations adhere to the strictest regulatory requirements.
By consolidating data and ensuring the accuracy of compliance-related information, HIPAA-compliant CRM software contributes to the organization’s ability to meet legal and ethical obligations.
9. Higher patient satisfaction rates
A more personalized and responsive healthcare experience, coupled with simpler patient-facing operational processes, can contribute to higher patient satisfaction rates.
- Responsive and relevant communication- Automated appointment reminders and follow-up communications work together to provide the foundation for responsive patient engagement.
When these messages are personalized and provide relevant information, patients feel heard and valued.
- Simpler patient-facing processes- The combination of simplified appointment scheduling, patient portal access, and improved intake/transfer processes all contribute to a smoother, simpler, and more streamlined patient experience.
10. The continued market growth of CRM for healthcare
CRM has been growing at an incredible in the last decade and that is a trend that is showing no signs of letting up anytime soon.
According to research by Forbes, the global CRM market was valued at $64.41B in 2022 and will grow to $71B by the end of the end of 2023. By 2030 the CRM market is expected to top $157B.
In the healthcare sector, CRM adoption is climbing at an even higher rate with MarketWatch predicting cloud-based healthcare CRM adoption will grow by more than 8 billion USD by 2027.
That means healthcare organizations looking to stay ahead of the curve will benefit greatly by adopting a healthcare CRM solution sooner rather than later.
FreeAgent is the best HIPAA-compliant CRM for healthcare
FreeAgent CRM is a modern work management platform that provides top-of-field software tools for companies of all sizes and technical proficiency.
FreeAgent CRM offers a number of direct integrations with popular software vendors pre-installed and ready to roll, as well as thousands of no-code integrations through Zapier.
Plus, FreeAgent CRM offers text messaging and SMS integration, AI-enhanced messaging capabilities, and a fully-featured mobile application.
Additionally, FreeAgent is:
- Easy to use- FreeAgent’s modern user interface is quick to learn and easy to use, encouraging teams to work within the platform, driving up adoption and aligning your work processes.
- User-configurable- With FreeAgent, the power is in your hands. You can customize and personalize FreeAgent to fit the specific needs of your business and teams without external support.
To see FreeAgent in action, get a demo, and discover for yourself how we are leading the way to a better workday.
