Thinking Beyond CRM to Reach Healthcare Consumers

HIT Consultant April 11, 2023
Abhi Sharma, Chief Product Officer for Loyal

A new type of purpose-built technology is necessary to manage patient relationships.

Customer relationship management (CRM) systems are commonplace in nearly every industry, though their use in healthcare is complicated. Healthcare is incredibly complex and unique in many ways, and many generic CRM or CRM-like solutions address only one or two elements of the patient journey, such as appointment scheduling and reminders, without factoring in personal needs and preferences, health histories, or provider staffing.

Additionally, HIPAA and state laws control how protected personal information can be collected and used, and many health systems and private practices continue to rely on disconnected technology solutions that lack integrations and interoperability, despite the emergence of standards like HL7 and FHIR APIs.

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