Patient relationship management is an emerging trend in Hospital Industry.

1. Patient Relationship
Management
EMERGING TRENDS IN HEALTHCARE SECTOR
Presentation By:
Dr. Mayuri Thorat
BDS, MBA-HHM

2. Patient relationship management:
The first goal of the healthcare Triple Aim is "improving
the patient experience of care" (including quality and
satisfaction).
Patient Relationship Management is about
personalizing interactions and interventions
based on patient preferences, behaviors and
their disease states to improve outcomes, safety
and quality of life.
PRM is the use of multiple modes of outreach
(such as email, messaging, and mobile
applications) to assist patients in monitoring their
symptoms, managing their health, learning about
their conditions, coordinating the care that they
receive, and dealing with the various challenges
of disjointed care delivery – all while living their
daily lives between episodes of care.

3. Key Elements of PRM For Hospitals
 Collection of data related to personal details of
the patients, frequency of visits of the patients,
the doctor he is referring to, admission of
patients, medical history, discharges,
attendants, details of physicians etc. from
across the enterprise, recording it and
maintaining a database or the Master File.
 Analyzing the data and identifying the potential
profitable customers, formulating the best.
 marketing opportunities for them and finding the
best medium to communicate with the identified
targets.
 Developing marketing campaigns for turning the
likely to be customers into profitable customers.
 Tracking the effectiveness and return on
investment from these campaigns
New referrals: Attracting
prospective patient’s in
HCO footprints
Patient acquisition: Converting
prospective patient into confirmed
patient
Patient retention: Getting patient
to continue using health services
Patient “winback”: Bring back
patients who haven’t been using
the facilities for some period of
time

4. What does Patient Relationship Management really mean?
Opening a dialogue between providers and
patients:
PRM systems facilitate exchanges between
providers and patients that span medical
appointments while simultaneously delivering
real value.
Examples include:
 Patient Surveys -Best tool available for
concurrently receiving feedback and
solidifying relationships. To patients, they
demonstrate that the hospital cares about
quality and satisfaction. Automated and
customizable surveys save valuable time
while promoting uniformity and consistency.
 Social Media - Seventy-two percent of
internet users search for health information
online, and consumers now say the internet
influences their purchase decisions almost as
much as television does.
Maintaining an engaging social media presence
through PRM software is an effective means to
patient engagement and relationship-building
while establishing thought leadership.
Helping patients better participate in their
own care
Education and adherence. PRM systems enable
organizations to easily distribute customized
patient education resources, including targeted
information matched to specific patient health
needs.
Examples include:
 Newsletters - PRM systems are able to
leverage built-in analytics to deliver content to
targeted patient groups. This ensures patients
receive the most impactful information to their
care plans, enabling them to better adhere to
treatments and improve their overall wellness.
 Appointment Reminders –A PRM system's
customizable reminder messages can take
into account a patient's preferred method of
communication (email, phone or text),
maximizing visibility and impact to ensure a
more complete continuum of care.
Maximizing the impact of the digital health
transformation:
As patients assume greater responsibility for the
cost of their care, their increasing consumerism
makes it crucial that hospitals foster more
meaningful patient engagement. Yet hospitals
continue to lag behind consumer expectations for
engagement.
For example, a recent study found hospitals are
engaging only two percent of its patients through
mobile apps, while more than half of consumers
want to use their smartphones to interact with
providers.

5. PRM focus on patient flow

6. Case Management
Coordinate Patient
Activities Between
Clinicians,
Departments and
Healthcare
Organizations.
Referrals – GP,
Specialist,
Hospital, Lab,
Rad, Rehab
Effective
Communication
among Health
Care Team
Pre Admission
Information and
Instructions
Post Admission
Instructions /
Follow-Up
Non-Clinical coordination for Patient
• Ambulatory Health assistance hotline
• Patient Education
• Disease and Procedure related
• Pre Admission Instructions
• Post Admission Information
• Prognosis and Rehab Information
Provide information about Doctors • Appointment
management
Referrals Management
Manage patient movement between the healthcare
facilities
Social Media – Connect patient to other patients in
self help groups

7. Benefits
PRM focuses on strategically significant markets.
More than the basic focus on customers that may not require
the services often, could result in a loss of time and effort e.g.
Patients admitted in hospital for acute infections
Chronic Disease: Long-term relationships should be built
with customers that are likely to use the services often.
High Risk Patients: Also important customers are those who
serve as benchmarks for other customers
Cosmetic and Wellness: customers who inspire change in
the provider
Patient
perspective

8. Reference:
▪ The true meaning of patient relationship management
(beckershospitalreview.com)
▪ 19-Article Text-77-2-10-20200820.pdf

9. “
THANK YOU !