The world of healthcare has evolved dramatically over the years. Once upon a time, doctors actually made house calls! Family physicians saw patients for most concerns; specialists were only needed for complicated conditions and were usually confined to hospitals. Nowadays, medical care is far more specialized. Clinics now have competition from not only large hospitals, but multi-specialty practices, physician networks and entire health systems, as well. The American Medical Association says there are now more employed physicians than independent practitioners for the first time ever. This has changed the entire patient experience.
The Benefits of PRM
In the past, patients were able to develop a solid rapport with their doctor. It was much easier when they saw the same person consistently for everything! Today, there are far more cooks in the kitchen, so to speak. Even small practices employ staff such as Physician’s Assistants and Nurse Practitioners to help with the workload. Add in front desk personnel and nurses, and it’s conceivable that patients might never see the same person more than once.
This loss of personal relationships has led to the creation of patient relationship management (PRM) services in many healthcare organizations. With no-show rates on the increase, practices rely on PRM to improve the overall patient experience in a variety of ways. PRM automates many tasks, saving the clinic time and helping to personalize the patient’s experience. A survey of over 700 healthcare providers found PRM provides several key benefits:
- Improved patient communication. 83 percent of respondents report better communication with patients.
- Better engagement. 62 percent said that patients are more engaged when PRM is used.
- A reduction in the number of no-shows. 81 percent experienced no-show rates of 10 percent or less and 41 percent reported no-show rates under five percent.
- Time savings for staff. 76 percent spend less than two hours a day on the phone and less than one hour on reminders.
- Increased revenue. 83 percent of practices use automated recall; of that group, 55 percent noted revenue increases of $5,000 or more every month. 14 percent reported an additional $20,000 in monthly revenue.
Clearly, PRM can make a positive difference. But there are still barriers to implementation for many—notably a lack of time and a tight budget. These are issues for companies in all industries, but if your organization is serious about improving the patient experience and cutting expenses, PRM is an investment worth checking out.