Four Ways to Improve Patient Care Services with Healthcare CRM

Healthcare and patient-centricity go hand-in-hand. When physicians take the Hippocratic Oath, they swear to “apply, for the benefit of the sick, all measures which are required” to the best of their ability. However, while every healthcare professional strives to deliver the best care possible, patient care services are often still lacking due to outdated systems and the inability to get a complete view of the patient. Giving patients a great experience spans the entire process, from making the first appointment to understanding their insurance coverage to easily access their records. To improve patient care services and achieve true patient centricity, providers must deliver a seamless, personalized patient experience with the best possible care.
Providers, payers, pharmaceutical companies, and medical device companies who hope to rise to the top must make exceptional patient care services their priority. How can they accomplish it? With a healthcare CRM.

Healthcare CRM: Solving Patient Care Service Deficiencies

CRM platforms have a multitude of uses to enhance the overall healthcare customer experience.

1. Better Organization

Health record organization is a major challenge. While providers widely use electronic health records (EHRs), their overall organization and accessibility is still lacking. And on the patient end, Salesforce Research found that more than half are unsure how to access their health records. 
A healthcare CRM enables secure and organized storage and retrieval of EHRs and other records., With easy accessibility, the overall patient experience is enhanced, greatly reducing frustration and unnecessary worry.

2. Better Communication

It’s no secret that the most important element in the patient relationship is communication. While one-on-one, in-person visits are essential, other communication channels are vital as well. When it comes to their insurers, 70% of patients believe it’s important for payers to communicate through SMS/text, while an additional 57% want live chat/instant messaging capabilities.

A healthcare CRM builds clean and organized channels for communication. Healthcare organizations better understand patients, members, and customers with swift and seamless communication on preferred channels.

3. Direct Feedback

Any organization looking for rapid growth and improvement makes it a priority to seek customer feedback. Healthcare is no exception. Continuing patient engagement post-appointment by closing the feedback loop makes healthcare consumers feel their voice is heard. As a result, they tend to remain loyal. 

Direct and immediate feedback also improves the overall healthcare organization.  This feedback uncovers pain points that enable healthcare organizations to make the necessary changes for more innovation and  better practices and procedures.

To make the process of organizing feedback seamless, providers can leverage a healthcare CRM. It automates the feedback process, freeing resources up to focus on what matters most: improving care and helping customers and patients.

4. More Space for Innovation

In addition to helping organizations collect, store, and act on feedback, a healthcare CRM enables innovation by integrating with mobile apps. Healthcare organizations that embrace mobile apps create a greater patient experience because they collect more actionable data for smarter decision making and more personalized experiences.

With the changing landscape, the most innovative healthcare and life sciences companies have realized how critical it is to connect more immediately with their customers — and are using a healthcare CRM as their hub. UnitedHealthcare, part of the  of the largest healthcare IT company in the world, is just one organization that has harnessed the power of CRM to further improve their brand in today’s digital world.

Healthcare CRM: The Route to Patient Centricity

What a large healthcare provider network needs to succeed may be drastically different from an insurer or a pharmaceutical or medical device company. To fully unlock the benefits of a CRM, healthcare organizations must select a solution tailored to their unique needs.

Not all CRM solutions are created equal. With the sensitive nature of healthcare communication and records, it’s vital that a healthcare CRM provider deeply understands the ins and outs of the industry and offers a custom-made solution to handle the intricate and unique circumstances, situations, and touchpoints.

Salesforce is the world’s largest provider of CRM technology, offering tailored solutions across industries and serving more than 150,000 companies. Salesforce Health Cloud is designed to enable closer connections with patients. By consolidating information on one platform, every step of the patient journey improves, from acquisition and enrollment to patient management services and improved care. Pharmaceutical companies and medical device companies, on the other hand, benefit from a custom-tailored solution that connects with their entire network and accelerates R&D.

To learn more about how Salesforce empowers providers, payers, pharmaceutical companies, and medical device distributors to improve patient care services, discover Salesforce Health Cloud


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