As care delivery focuses on patients, their engagement, outcomes, and satisfaction, the main system should be able to get beyond EHR-based health overviews. CRM was made to tackle this challenge, as it can integrate data from various dispersed clinical systems and shape it into a holistic patient profile with the following elements:
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Communication history (gathered across all channels such as the EHR, patient mobile apps, medical apps, patient portals and more)
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PGHD (available from mobile patient applications and patient portals)
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Patient behavior outline (compiled from both EHR and CRM data, includes an individual’s engagement level, lifestyle, analysis of tests and appointments frequency)
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Patient income level and insurance information (kept in the healthcare CRM itself)
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Patient health record (particular data retrieved from the EHR when needed)
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Patient needs prediction (defined inside the CRM via a variety of algorithms forecasting the relevant set of services for a particular patient. For example, a caregiver can anticipate the need and offer a female patient a “woman health” bundle, if she didn’t come for appointments and checks for a long time)
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Patient experience improvement strategy (patient’s feedback-based element, allowing caregivers to identify and eliminate any interaction gaps, also within the healthcare CRM realm)
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Patient needs prediction (defined inside the CRM via a variety of algorithms forecasting the relevant set of services for a particular patient. For example, a caregiver can anticipate the need and offer a female patient a “woman health” bundle, if she didn’t come for appointments and checks for a long time)
