Microsoft dynamics crm in healthcare
- 2. Session Code: CRM23Microsoft Dynamics CRM for HealthcareSumit VirmaniDynamics CRM Senior TechnologistMicrosoft CorporationMike SnyderPrincipalSonoma PartnersRon ArnoneCustomerResurrection Health Care
- 3. What is CRM?InteractionsSales & marketing (outreach), service, and other customer-facing activitiesProcesses Driving consistent execution across your organizationCollaborationEnabling teams to work together inside and outside of your organization
- 4. Microsoft Delivers CRM That… Fits Your People The right user experience for every user role Fits Your Organization Configures quickly to meet your specific needs Fits Your Environment Deploys quickly and integrates existing assets
- 5. Microsoft Dynamics CRMManageabilityFlexibilityUsability“We need a solution that is easily managed by our already constrained IT resources.” “We need a solution that helps make our jobs easier – not harder.” “We need a solution that adapts to fit our organizations needs.” Actionable AnalyticsPerformance and Scalability
- 6. ууущщйццззййзActionable Business IntelligenceMicrosoft Dynamics CRM SuiteFlexible DeploymentConfigurable Business Process Service-Oriented Architecture360OCustomer ViewxRMMarketingE-MailServiceSalesPointof SalePhoneMailOn-Premise/ On-DemandConfigure/ CustomizeDepartment/ EnterpriseSingle-Tenant/ Multi-TenantFaxWebFace to Face
- 7. The Power of Choice for Software + ServiceChoose how you BUY IT - Own it or rent itChoose how you USE IT - Outlook, browser, mobileChoose how you GET IT - Software or serviceCHANGE it any time as your organizations needs change
- 8. Patient Satisfaction is a Top Concernhttp://www.himss.org/2008Survey/healthcareCIO_final.asp
- 9. Healthcare CRM ScenariosCommunity Outreach Community Health EducationServices Outreach/PromotionFinancial Donor ManagementCase CoordinationPatient Information Management (Health Assistance Hotline, Pre/Post Admission Communication)Pre-Authorizations / EligibilityReferrals (Home Health, Nursing Home / Assisted Living, Physical Therapy / Occupational Therapy, Social Services, Medical Equipment & Supplies)Case ManagementChronic Disease Management (Diabetes, Cardiovascular, COPD)Clinical TrialsRelationship Management Patients, Physicians, Clinicians, Volunteers, Academic Institutions
- 10. Healthcare Focus AreasEfficient OutreachEffective Case CoordinationFlexible Case Management
- 11. What Is Outreach?Outreach is a proactive effort led by a Healthcare organization to educate the community and patients it serves on health & wellness issues, as well as inform them about services that it provides. Outreach can also be extended into a two way communication strategy to improve community and patient relationships.
- 12. Healthcare Outreach ScenariosRecruit Physicians, Nurses, Volunteers, DonorsEducate Patients, Develop & Improve RelationshipsImprove Patient, Physician and Community RelationsEducate Patients on Health and WellnessPromote Service Offerings
- 13. What is Case Coordination? Case Coordination facilitates the exchange of patient information between clinicians, departments and across healthcare organizations in order to streamline administrative activities and provide efficient patient care.
- 14. Healthcare Case Coordination ScenariosReferrals – Home Health, Long Term Care, HospiceCoordinate Patient Activities Between Clinicians, Departments and Healthcare OrganizationsReferrals – PT/OT, Lab, Radiology, Social Services Post Admission Instructions / Follow-UpPre Admission Information and Instructions
- 15. What is Case Management?Case management is a collaborative process of assessment, planning, facilitation and advocacy for options and services to meet an individual's health needs through communication and available resources to promote quality cost-effective outcomes. Case Management Society of America National Standards of Practice for Case Management- 2004
- 16. Healthcare Case ManagementScenariosCOPDCase ManagementManage Chronically ill Patients to Improve Health & Well BeingDiabetes Case ManagementCardiovascular DiseaseCase ManagementTargeted Health and Wellness Education
- 17. Relationship Management in Healthcare
- 18. Dynamics CRM Outlook ClientFamiliar Microsoft Office Look and Feel
- 19. Patients and ContactsCapture Patients, Staff, and Other Contact Profile Data in a Central Repository
- 20. Role Based Security Role based security for Patient Privacy and Security, allowing Patient Data Access only to individuals requiring it.
- 21. Relationships between Patients and StaffRelationship roles track the relationship between patients and staff.
- 22. Outreach ProgramsOutreach campaigns can be created to inform patients of upcoming events and services.
- 23. Outreach Planning ActivitiesPlanning tasks help staff track steps towards initiating the campaign.
- 24. Campaign ActivitiesTrack the steps necessary to complete an outreach campaign through the use of activities.
- 25. Campaign Activities - EmailCampaign Activity example – sending an email to an outreach list.
- 26. Screening ResultsCampaign Results can be collected, integrated, and analyzed.
- 27. Assign Tasks to StaffCase Managers can assign queue items to clinical staff for analysis and follow-up
- 28. Create a CaseStaff can create cases to help manage a patient’s treatment.
- 29. Integration with Existing SolutionsDetailed patient information from existing systems can be integrated into workflows.
- 30. Automated Case Follow Up ActivitiesFollow up tasks can be automatically created for each case.
- 31. Knowledge BaseArticles, FAQs, and Other Valuable Information Available in the Document Repository in an easily Searchable environment.
- 32. Unified Communications IntegrationSeamless Integration with Microsoft Office Communicator for Real-Time Interaction with Community Members
- 33. Business Intelligence Performance Metrics on Outreach Programs and Service Operations
- 34. Key ThemesImprove Community Relations:Targeted outreach campaigns can easily be developed and sent to community members to promote new services and educational offerings. Relationship management tasks and communications with financial donors can be automated to increase efficiency and improve results. Coordinate the Delivery of Care:Customized workflows can be developed to automate care coordination activities between provider organizations (Ex: Hospital, Clinic, Aged Care, Home Health, Hospice), which can help improve patient outcomes while increasing operational efficiency and reducing costs. Proactively Manage Chronically ill Patients: Clinicians can flag patients with specific chronic illnesses and automate targeted proactive communications to inform them of upcoming educational offerings and remind them of ways to manage their illnesses.Increase Patient Satisfaction:By analyzing the performance of routine processes over time (such as admissions, discharges, transfers, and referrals), improvements can be made to eliminate unnecessary steps and increase patient satisfaction.
- 35. Additional InformationMicrosoft Dynamics CRMHealthcare CRM Demonstration http://www.microsoft.com/dynamics/crm/demos/healthcare/MSDynamicsCRM_Healthcare_PRM_Silverlight_WEB_072008/default.htmlHealthcare Whitepaperhttp://download.microsoft.com/download/0/8/7/087a2af6-aad4-4f20-b31a-698c7647e9b1/MicrosoftDynamicsCRM_Healthcare_PRM_WhitePaper.xpshttp://www.microsoft.com/dynamics/industry/healthcare.mspxMicrosoft in Healthwww.microsoft.com/healthcarehttp://blogs.msdn.com/healthblog www.microsoft.com/amalgawww.healthvault.comhttp://msdn.microsoft.com/healthwww.mscui.net
- 37. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
Editor's Notes
- #6: Core pillars of Microsoft Dynamics CRM for enterprises.Three key pillars built upon a foundation of analytics and performance.
- #7: Microsoft Dynamics CRM offers a flexible business management platformthat can be used to build applications far beyond CRM – we call this “xRM”
- #11: Efficient Outreach: Improve community relations with targeted campaigns that promote new services and educational offerings, and maintain ties with financial donors. Effective Case Coordination: Use customized workflows that facilitate activities between provider organizations, helping to improve patient outcomes while increasing operational efficiency and reducing costs. Flexible Case Management: Proactively manage patients with chronic illnesses and send automated communications to share information and resources, and to advise them on ways to manage their conditions.Improved Patient Satisfaction: Clinicians can establish ongoing relationships with patients, focusing on informing them of new services and preventing illness. Other routine processes can also be streamlined to eliminate redundant steps and increase patient satisfaction.
- #13: Let’s start with Care Team Collaboration
- #14: Let’s start with Care Team Collaboration
- #15: Let’s start with Care Team Collaboration
- #21: Microsoft Dynamics CRM 4.0 utilizes role based security ensuring staff only have access to data appropriate for their position Departments can be set up so that all staff in that department have the same access
- #22: Relationship roles can be created to track patient’s relationships with staff including physicians, nurses, and dieticians
- #23: TargetedOutreach Campaigns can be created to educate patients as wells asnotify patients of upcoming events Allocate Funds, Assign Resources, Track Communication Channels, Track Follow-Up Activities, Measure Effectiveness/Results The Hospital is offering a free Diabetes screening as part of their preventative medicine program
- #24: Outreach Program Planning tasks help track the progress of creating the campaign Staff will mark these tasks as complete prior to beginning the Diabetes outreach campaign
- #25: Campaign activities are distributed to complete the outreach campaign For the Diabetes campaign, patients may be contacted via email, or they may pick up flyers distributed around the facility
- #26: Campaign emails are sent to the associated outreach list Patients can also be contacted via phone, or SMS The Hospital is notifying patients of the free Diabetes screening
- #27: Custom entities can be created to track information about patients The Hospital has created a Diabetes form which tracks patients screening results, as well as a risk assessment
- #28: Case managers can assign the queue items to staff for follow up
- #29: Once eligible patients have consented for care, cases can be created to track staff interaction with the patient
- #31: Once the case is created, follow up activities are automatically generated Automated workflows can be created to assign tasks and activities to staff members or work queues The Hospital has created a Diabetes Screening queue that case managers will assign to staff members for follow up The Diabetes screening queue items are categorized based on the results of the patient screening and risk assessment
- #32: Knowledge base articles can be searched and emailed to patients
- #33: Unified Communications Integration extends Caregiver Collaboration Integration with Microsoft Office Communicator allows staff to interact with each other real time
- #34: Staff can run reports for metrics on various outreach programs Extensively Leverages the Microsoft Business Intelligence Platform Reports and be exported to and imported from Microsoft Excel