Healthcare CRM Implementation for Medical and Research Center
Based in the Gulf region, the Customer is a healthcare and clinical research center, bringing technology-driven care delivery, biomedical research and medical education together.
The organization provides its patients with inpatient and ambulatory services, including pediatrics, radiology, psychiatry, pathology, obstetrics and gynecology. The Customer is also dedicated to thorough automation in management, care and patient engagement via online patient portals, HIE, CDSS systems, AR technology and more.
The Customer needed a healthcare CRM to focus on improving patient interaction, experience and satisfaction by tracking appointments and any communication with patients. Moreover, the healthcare organization wanted to gather patient feedback via customizable surveys and thus ensure high-quality care delivery through the entire care continuum.
First, ScienceSoft’s team of healthcare CRM and SharePoint consultants ensured sleek integration with the Customer’s EHR and PMS, so that new patient, appointment or staff entries would automatically appear in the CRM system.
A patient entry includes information additional to the EHR record, such as contact preferences, surveys, appointments, feedback, language and activities (e.g. calls, home visits, etc.) that can be scheduled by the organization’s specialists.
A staff entry includes information about the Customer’s employees engaged in care delivery, including their job title, job description, language, department, position and more.
An appointment entry is automatically bound to the patient entry and includes the patient’s name, PCP’s ID, fields for names of attending, consulting, referring and admitting health specialists, duration, status, status reason and more.
At this project phase, our team created two SharePoint-powered survey templates – post-appointment and no-show feedbacks.
A workflow example
As a new appointment is created, the CRM system sends automated notifications to the patient and the physician and also matches their languages. In case a patient needs an interpreter, the physician also gets a notification via email or a text message (depending on preferences). Any significant event (reschedule, cancelling, no-show, etc.) triggers notifications to assigned parties as well.
Then, if the patient has visited the doctor’s office, they get a post-appointment survey link via a text message or email. The survey includes the questions related to how convenient the scheduling process was, as well as on facility comfort, experience of communication with the specialist, and more.
If the patient didn’t show for the appointment, he or she gets a short survey with questions about automated notifications, no-show reasons and comments about patient experience improvement.
ScienceSoft’s team created a customized healthcare CRM system backed with SharePoint patient experience surveys and integrated with the Customer’s EHR and PMS to ensure control over the quality of care delivery. The new system allows scheduling and tracking interaction with patients, sending automated notifications for important events and asking patients for a feedback over customizable surveys.
Technologies and Tools