Align Patient Outcomes with Financial Data: a Formula for Correlating Cost an...
Microsoft dynamics crm in healthcare
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2. Session Code: CRM23 Microsoft Dynamics CRM for Healthcare Sumit Virmani Dynamics CRM Senior Technologist Microsoft Corporation Mike Snyder Principal Sonoma Partners Ron Arnone Customer Resurrection Health Care
3. What is CRM? InteractionsSales & marketing (outreach), service, and other customer-facing activities Processes Driving consistent execution across your organization CollaborationEnabling 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 CRM Manageability Flexibility Usability “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 Analytics Performance and Scalability
6. ууущщйццззййз Actionable Business Intelligence Microsoft Dynamics CRM Suite Flexible Deployment Configurable Business Process Service-Oriented Architecture 360O Customer View xRM Marketing E-Mail Service Sales Point of Sale Phone Mail On-Premise/ On-Demand Configure/ Customize Department/ Enterprise Single-Tenant/ Multi-Tenant Fax Web Face to Face
7. The Power of Choice for Software + Service Choose how you BUY IT - Own it or rent it Choose how you USE IT - Outlook, browser, mobile Choose how you GET IT - Software or service CHANGE it any time as your organizations needs change
8. Patient Satisfaction is a Top Concern http://www.himss.org/2008Survey/healthcareCIO_final.asp
9. Healthcare CRM Scenarios Community Outreach Community Health Education Services Outreach/Promotion Financial Donor Management Case Coordination Patient Information Management (Health Assistance Hotline, Pre/Post Admission Communication) Pre-Authorizations / Eligibility Referrals (Home Health, Nursing Home / Assisted Living, Physical Therapy / Occupational Therapy, Social Services, Medical Equipment & Supplies) Case Management Chronic Disease Management (Diabetes, Cardiovascular, COPD) Clinical Trials Relationship Management Patients, Physicians, Clinicians, Volunteers, Academic Institutions
10. Healthcare Focus Areas Efficient Outreach Effective Case Coordination Flexible 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 Scenarios Recruit Physicians, Nurses, Volunteers, Donors Educate Patients, Develop & Improve Relationships Improve Patient, Physician and Community Relations Educate Patients on Health and Wellness Promote 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 Scenarios Referrals – Home Health, Long Term Care, Hospice Coordinate Patient Activities Between Clinicians, Departments and Healthcare Organizations Referrals – PT/OT, Lab, Radiology, Social Services Post Admission Instructions / Follow-Up Pre 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 ManagementScenarios COPD Case Management Manage Chronically ill Patients to Improve Health & Well Being Diabetes Case Management Cardiovascular Disease Case Management Targeted Health and Wellness Education
27. Assign Tasks to Staff Case Managers can assign queue items to clinical staff for analysis and follow-up
28. Create a Case Staff can create cases to help manage a patient’s treatment.
29. Integration with Existing Solutions Detailed patient information from existing systems can be integrated into workflows.
30. Automated Case Follow Up Activities Follow up tasks can be automatically created for each case.
31. Knowledge Base Articles, FAQs, and Other Valuable Information Available in the Document Repository in an easily Searchable environment.
32. Unified Communications Integration Seamless 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 Themes 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. 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 Information Microsoft Dynamics CRM Healthcare CRM Demonstration http://www.microsoft.com/dynamics/crm/demos/healthcare/MSDynamicsCRM_Healthcare_PRM_Silverlight_WEB_072008/default.html Healthcare Whitepaper http://download.microsoft.com/download/0/8/7/087a2af6-aad4-4f20-b31a-698c7647e9b1/MicrosoftDynamicsCRM_Healthcare_PRM_WhitePaper.xps http://www.microsoft.com/dynamics/industry/healthcare.mspx Microsoft in Health www.microsoft.com/healthcare http://blogs.msdn.com/healthblog www.microsoft.com/amalga www.healthvault.com http://msdn.microsoft.com/health www.mscui.net
Core pillars of Microsoft Dynamics CRM for enterprises.Three key pillars built upon a foundation of analytics and performance.
Microsoft Dynamics CRM offers a flexible business management platformthat can be used to build applications far beyond CRM – we call this “xRM”
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.
Let’s start with Care Team Collaboration
Let’s start with Care Team Collaboration
Let’s start with Care Team Collaboration
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
Relationship roles can be created to track patient’s relationships with staff including physicians, nurses, and dieticians
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
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
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
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
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
Case managers can assign the queue items to staff for follow up
Once eligible patients have consented for care, cases can be created to track staff interaction with the patient
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
Knowledge base articles can be searched and emailed to patients
Unified Communications Integration extends Caregiver Collaboration Integration with Microsoft Office Communicator allows staff to interact with each other real time
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
