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Microsoft dynamics crm in healthcare
Session Code: CRM23,[object Object],Microsoft Dynamics CRM for Healthcare,[object Object],Sumit Virmani,[object Object],Dynamics CRM Senior Technologist,[object Object],Microsoft Corporation,[object Object],Mike Snyder,[object Object],Principal,[object Object],Sonoma Partners,[object Object],Ron Arnone,[object Object],Customer,[object Object],Resurrection Health Care,[object Object]
What is CRM?,[object Object],InteractionsSales & marketing (outreach), service, and other customer-facing activities,[object Object],Processes Driving consistent execution across your organization,[object Object],CollaborationEnabling teams to work together inside and outside of your organization,[object Object]
Microsoft Delivers CRM That…,[object Object],      Fits Your People,[object Object],      The right user experience for every user role,[object Object],      Fits Your Organization,[object Object],       Configures quickly to meet your specific needs,[object Object],        Fits Your Environment,[object Object],        Deploys quickly and integrates existing assets,[object Object]
Microsoft Dynamics CRM,[object Object],Manageability,[object Object],Flexibility,[object Object],Usability,[object Object],“We need a solution that is easily managed by our already constrained IT resources.” ,[object Object],“We need a solution that helps make our jobs easier – not harder.” ,[object Object],“We need a solution that adapts to fit our organizations needs.” ,[object Object],Actionable Analytics,[object Object],Performance and Scalability,[object Object]
ууущщйццззййз,[object Object],Actionable Business Intelligence,[object Object],Microsoft Dynamics CRM Suite,[object Object],Flexible Deployment,[object Object],Configurable Business Process ,[object Object],Service-Oriented Architecture,[object Object],360O,[object Object],Customer ,[object Object],View,[object Object],xRM,[object Object],Marketing,[object Object],E-Mail,[object Object],Service,[object Object],Sales,[object Object],Point,[object Object],of Sale,[object Object],Phone,[object Object],Mail,[object Object],On-Premise/ On-Demand,[object Object],Configure/ Customize,[object Object],Department/ Enterprise,[object Object],Single-Tenant/ Multi-Tenant,[object Object],Fax,[object Object],Web,[object Object],Face to Face,[object Object]
The Power of Choice for Software + Service,[object Object],Choose how you BUY IT - Own it or rent it,[object Object],Choose how you USE IT - Outlook, browser, mobile,[object Object],Choose how you GET IT - Software or service,[object Object],CHANGE it any time as your organizations needs change,[object Object]
Patient Satisfaction is a Top Concern,[object Object],http://www.himss.org/2008Survey/healthcareCIO_final.asp,[object Object]
Healthcare CRM Scenarios,[object Object],Community Outreach ,[object Object],Community Health Education,[object Object],Services Outreach/Promotion,[object Object],Financial Donor Management,[object Object],Case Coordination,[object Object],Patient Information Management (Health Assistance Hotline, Pre/Post Admission Communication),[object Object],Pre-Authorizations / Eligibility,[object Object],Referrals (Home Health, Nursing Home / Assisted Living, Physical Therapy / Occupational Therapy, Social Services, Medical Equipment & Supplies),[object Object],Case Management,[object Object],Chronic Disease Management (Diabetes, Cardiovascular, COPD),[object Object],Clinical Trials,[object Object],Relationship Management ,[object Object],Patients, Physicians, Clinicians, Volunteers, Academic Institutions,[object Object]
Healthcare Focus Areas,[object Object],Efficient Outreach,[object Object],Effective Case Coordination,[object Object],Flexible Case Management,[object Object]
What Is Outreach?,[object Object],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.,[object Object]
Healthcare Outreach Scenarios,[object Object],Recruit Physicians, Nurses, Volunteers, Donors,[object Object],Educate Patients, Develop  & Improve Relationships,[object Object],Improve Patient, Physician and Community Relations,[object Object],Educate Patients on Health and  Wellness,[object Object],Promote Service Offerings,[object Object]
What is Case Coordination?,[object Object],	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.,[object Object]
Healthcare Case Coordination Scenarios,[object Object],Referrals – Home Health, Long Term Care, Hospice,[object Object],Coordinate Patient Activities Between Clinicians, Departments and Healthcare Organizations,[object Object],Referrals – PT/OT, ,[object Object],Lab, Radiology, ,[object Object],Social Services ,[object Object],Post Admission Instructions / Follow-Up,[object Object],Pre Admission Information and Instructions,[object Object]
What is Case Management?,[object Object],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. ,[object Object],Case Management Society of America National Standards of Practice for Case Management- 2004,[object Object]
Healthcare  Case ManagementScenarios,[object Object],COPD,[object Object],Case Management,[object Object],Manage Chronically ill Patients to Improve Health & Well Being,[object Object],Diabetes ,[object Object],Case Management,[object Object],Cardiovascular Disease,[object Object],Case Management,[object Object],Targeted Health and Wellness Education,[object Object]
Relationship Management in Healthcare,[object Object]
Dynamics CRM Outlook Client,[object Object],Familiar Microsoft Office Look and Feel,[object Object]
Patients and Contacts,[object Object],Capture Patients, Staff, and Other ,[object Object],Contact Profile Data in a Central Repository,[object Object]
Role Based Security ,[object Object],Role based security for Patient Privacy and Security, allowing Patient Data Access only to individuals requiring it.,[object Object]
Relationships between Patients and Staff,[object Object],Relationship roles track the relationship between patients and staff.,[object Object]
Outreach Programs,[object Object],Outreach campaigns can be created to inform patients of upcoming events and services.,[object Object]
Outreach Planning Activities,[object Object],Planning tasks help staff track steps towards initiating the campaign.,[object Object]
Campaign Activities,[object Object],Track the steps necessary to complete an outreach campaign through the use of activities.,[object Object]
Campaign Activities - Email,[object Object],Campaign Activity example – sending an email to an outreach list.,[object Object]
Screening Results,[object Object],Campaign Results can be collected, integrated, and analyzed. ,[object Object]
Assign Tasks to Staff,[object Object],Case Managers can assign queue items to clinical staff for analysis and follow-up ,[object Object]
Create a Case,[object Object],Staff can create cases to help manage a patient’s treatment.,[object Object]
Integration with Existing Solutions,[object Object],Detailed patient information from existing systems can be integrated into workflows.,[object Object]
Automated Case Follow Up Activities,[object Object],Follow up tasks can be automatically created for each case.,[object Object]
Knowledge Base,[object Object],Articles, FAQs, and Other Valuable Information Available in the Document Repository in an easily Searchable environment.,[object Object]
Unified Communications Integration,[object Object],Seamless Integration with Microsoft Office Communicator for Real-Time Interaction with Community Members,[object Object]
Business Intelligence ,[object Object],Performance Metrics on Outreach Programs and Service Operations,[object Object]
Key Themes,[object Object],Improve 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. ,[object Object],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. ,[object Object],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.,[object Object],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.,[object Object]
Additional Information,[object Object],Microsoft Dynamics CRM,[object Object],Healthcare CRM Demonstration http://www.microsoft.com/dynamics/crm/demos/healthcare/MSDynamicsCRM_Healthcare_PRM_Silverlight_WEB_072008/default.html,[object Object],Healthcare Whitepaper,[object Object],http://download.microsoft.com/download/0/8/7/087a2af6-aad4-4f20-b31a-698c7647e9b1/MicrosoftDynamicsCRM_Healthcare_PRM_WhitePaper.xps,[object Object],http://www.microsoft.com/dynamics/industry/healthcare.mspx,[object Object],Microsoft in Health,[object Object],www.microsoft.com/healthcare,[object Object],http://blogs.msdn.com/healthblog ,[object Object],www.microsoft.com/amalga,[object Object],www.healthvault.com,[object Object],http://msdn.microsoft.com/health,[object Object],www.mscui.net,[object Object]
Microsoft dynamics crm in healthcare
© 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.,[object Object],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.,[object Object]

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Editor's Notes

  1. Core pillars of Microsoft Dynamics CRM for enterprises.Three key pillars built upon a foundation of analytics and performance.
  2. Microsoft Dynamics CRM offers a flexible business management platformthat can be used to build applications far beyond CRM – we call this “xRM”
  3. 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.
  4. Let’s start with Care Team Collaboration
  5. Let’s start with Care Team Collaboration
  6. Let’s start with Care Team Collaboration
  7. 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
  8. Relationship roles can be created to track patient’s relationships with staff including physicians, nurses, and dieticians
  9. 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
  10. 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
  11. 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
  12. 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
  13. 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
  14. Case managers can assign the queue items to staff for follow up
  15. Once eligible patients have consented for care, cases can be created to track staff interaction with the patient
  16. 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
  17. Knowledge base articles can be searched and emailed to patients
  18. Unified Communications Integration extends Caregiver Collaboration Integration with Microsoft Office Communicator allows staff to interact with each other real time
  19. 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