Now, more than ever we understand how healthcare is an integral part of our society. Having access to quality healthcare helps us achieve a better quality of life by promoting and maintaining good health, preventing and managing diseases and minimising disabilities and premature deaths.
The Australian Institute of Health and Welfare (AIHW) stated in their 17th biennial report entitled Australia’s health 2020: in brief that Australians come into contact with the health system every day, whether it’s a visit to a doctor, picking up a prescription from a pharmacist; or going to hospital because of an accident.
With so much dependence on the healthcare industry, it needs to be robust for a country to thrive. In fact, the AIHW 17th biennial report also shows that Australia spent $185 billion on health from 2017 to 2018, which is approximately $7,500 per person.
The need for quality healthcare services has only increased since the onset of COVID-19 as more people sought to boost their immune systems and maintain their physical (and even mental) health.
It’s especially challenging for healthcare providers that deliver multiple services such as medical, dental and disability support because they don’t have a unified statement of services used by their clients, leading them to run through three or four different clinical systems just to conduct an analysis. Healthcare service providers also typically consolidate results from multiple funding sources such as Medicare and National Disability Insurance Agency (NDIA), taking more time and effort away from caring for their clients.
The pressure on the system highlighted our need to keep it working well. While Australia is recognised as a wealthy country with fairly well-developed public health programmes, it’s important for healthcare service providers to seek solutions that will enable them to continuously deliver the best quality of care especially now that there’s an increased demand across the country.
Why healthcare service providers need a CRM system
A customer relationship management (CRM) system is an application of technology that helps an organisation better understand their customers’ behaviours and needs, enabling them to improve customer interactions and build long-lasting customer relationships. Ideally, CRM solutions should be customisable and flexible so that they can target specific business needs.
A CRM system can be integrated with existing software, giving healthcare service providers a comprehensive overview of each client. This includes collecting, organising and securing data such as electronic health records (EHRs) and prescribed medication which allow healthcare professionals to easily access important information and improve the quality of their services for existing clients while attracting new ones.
With a CRM system, you can automate reminders for clients that have upcoming scheduled appointments or even follow-up messages for clients that haven’t visited in a long time. This consistent redeployment of aid ensures that your clients feel cared for while keeping your organisation front of mind.
Utilising a CRM system for your healthcare organisation is also cost-effective as it provides a bigger return on investment in the long run. While it’s primarily used to improve your client’s experience, it can also help you refine different business areas.
A CRM system can:
- Streamline processes to reduce day-to-day administrative tasks, giving healthcare professionals more time to focus on their clients
- Pinpoint issues in workflow and provide recommendations for improvement
- Create customised reports that help the staff discover key insights
Incorporating strong CRM solutions in your organisation can enable you to thrive in a highly digital landscape where your clients’ needs are constantly changing, allowing you to stay relevant and competitive in the industry.
5 ways Microsoft Dynamics 365 can help healthcare service providers
Microsoft Dynamics 365 offers fully integrated solutions, including customer relationship management, that can help healthcare service providers support individualised funding and provide client-centred care while boosting their business performance.
1. Dynamics 365 improves client experience
Microsoft Dynamics 365 enables you to provide a smooth customer journey from start to finish. It assists you in organising the waitlist for appointments and scheduled procedures and developing assessments with tailored plan management for each client.
Dynamics 365 stores and monitors each client’s medical history to ensure that you’re up-to-date with their records. It also enables you to automate reminders about their appointments, allowing you to relay personalised messages that can further build trust and loyalty.
On top of this, you can also leverage the Microsoft solutions’ machine learning and artificial intelligence (AI) capabilities to address client issues you may encounter, enabling you to quickly provide accurate responses and solutions. By utilising the CRM solutions provided by Dynamics 365, you can increase client satisfaction as you consistently go above and beyond their expectations.
2. Dynamics 365 makes your data accessible and mobile
Unlike other software that requires you to implement multiple third-party solutions, which can result in more expenses and disparate systems, Dynamics 365 is easy to use and designed to be integrated with your existing systems. It allows new business applications to work seamlessly with tools you already use including Outlook, Word, and Excel. This straightforward functionality reduces the resources it takes and eliminates the need to find and install potentially conflicting solutions.
Microsoft Dynamics 365 is also available on-premise and in Cloud, giving you ease of access even when you’re on the go. It allows your team to work efficiently on mobile devices and tablets, whether it’s an iPhone, iPad or Android device. This ensures that you can access relevant data whenever and wherever you need it while minimising the need for paper forms and manual filing processes.
3. Dynamics 365 streamlines your operations
Exceptional operation management is crucial for running your healthcare organisation efficiently as it requires executing day-to-day practices in a way that positively impacts client experiences as well as achieves organisational goals.
While the exact system structure will vary depending on the type of healthcare facility and the requirements they have, typical operations include:
- Administrative tasks - This includes taking detailed inventories of medical and office supplies, scheduling shifts for staff members, answering customer inquiries and employee concerns and updating client records.
- Financial responsibilities - This consists of medical billing, revenue cycle management and value-based reimbursement.
- Legal practices - This focuses on achieving compliance and proper credentials.
By utilising Microsoft Dynamics 365, you can unlock effective operation management by integrating different areas of your organisation including human resources, payroll and practice management. This enables you to manage your billing, payment requests, bookings and quotations more efficiently and streamline work practices within your team with a straightforward and accessible workflow to key departments and staff members.
4. Dynamics 365 helps you achieve your KPIs
Tracking your key performance indicators is also a breeze as Microsoft Dynamics 365 creates dashboards, graphs and charts that help you track relevant data in making more informed business decisions related to your established KPIs. It features AI capabilities that highlight topics generating the most information as well as emerging topics with the highest rate of change in volume.
You can configure it to assess the following data:
- Carer utilisation
- Caseload planning
- Billing ratios
- The payoff between a healthcare professional’s travel time versus the client’s time
By gaining visibility on the above points, you can closely monitor your progress and identify areas of improvement.
5. Dynamics 365 can push your organisation to success
Microsoft Dynamics 365 is designed for scalability and service continuity, ensuring that you have a secure and fully integrated solution that promises to address all of your business needs. Its customisable capabilities allow you to succeed no matter the current landscape, even in uncertain conditions.
Dynamics 365 offers an all-in-one solution for healthcare service providers: A client tracking system featuring a medical records portal, an automation workflow centre to improve operations and a statistical analysis system that tracks your KPIs.
By using Microsoft Dynamics 365, you can improve your healthcare services and boost your growth. If you’re ready to redefine client-centred healthcare with Dynamics 365, give us a call.