HIMSSCast: The next big investment in patient experience is the CRM

Healthcare Finance News December 13, 2024
Susan Morse

Customer Relationship Management is the final piece in integrating the clinical, financial and communications sides of the patient’s journey.

For hospitals to fully understand the patient experience, integration of the clinical, financial and communications sides of the patient journey is needed, according to Kelly Arduino, Healthcare Industry Leader at Wipfli.

The electronic health record has the clinical side covered and the majority of hospitals have an EHR. The financial side is available in software called Enterprise Resource Planning.

The third piece is Customer Relationship Management, which is software to view communications, such as, for example, whether a patient has scheduled a follow-up appointment to a procedure.

To date very few organizations have all three connected.

When hospitals do integrate, “You...

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