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Can You Use Microsoft Dynamics as a Healthcare CRM?

Posted by Alanna Friedberg on Jan 2, 2024 10:00:00 AM


Healthcare providers feel the pressure of delivering high-quality care while keeping costs low. Accomplishing that means finding technological solutions capable of helping organizations streamline essential processes, reducing inefficiencies, and improving a patient’s overall experience. Microsoft Dynamics CRM, combined with Microsoft Cloud for Healthcare, helps medical providers accomplish those goals and more. Let’s examine how organizations can benefit from making Microsoft Dynamics their healthcare CRM.  

What is Microsoft Dynamics CRM?

Customer relationship management (CRM) systems are a tool used by healthcare companies to manage patient interactions. Microsoft Dynamics CRM is also used to automate and organize essential marketing, customer service, sales, and technical support functions.

It’s hard to overstate the importance of giving patients a personalized experience. One of the benefits of using Dynamics 365 as a healthcare CRM is that it provides a 360-degree view of patients. Organizations can track everything from phone calls to patient information collected during visits.

Healthcare providers can use the information to tailor treatment plans and how they communicate with patients. Dynamics 365 is a HIPPA-compliant CRM that can be used to:

  • Access and update patient records
  • Send test result notifications
  • Notify patients of upcoming appointments
  • Coordinate care with other providers
  • Communicate any care changes or updates to patients

Meeting patient needs goes a long way toward fostering trust and increasing satisfaction with the care provided. Having all patient information in a single platform allows providers to take a proactive approach to preventative care and managing chronic conditions.

What is Microsoft Cloud for Healthcare?

Microsoft Cloud for Healthcare combines the capabilities of Microsoft Dynamics 365, Azure, and Microsoft 365, allowing healthcare organizations to speed up their ability to roll out solutions. Companies can align their clinical and operational needs while working to achieve more optimal patient outcomes.

The October 2022 release added tools to free up critical resources and allow providers to build support-centric operation models. Care teams can access relevant clinical information using the Patient snapshot feature within the Unified patient view. There’s also a Patient Trends feature sharing patient indicators using computed metrics and insights about patient activities.

Artificial intelligence (AI) plays a significant role in features like the Missed Appointment feature. Providers can use it to determine the likelihood of patients missing their next appointment based on their history. Other essential features provided by Microsoft Healthcare for Cloud include:

Data Management

Healthcare data management becomes more convenient thanks to how Microsoft Healthcare for Cloud leverages a provider’s entire data estate. IT administrators and integration specialists can work from a single platform with tools and capabilities for setting up, configuring, and managing data integration components. That makes enabling health data exchange in an organization’s current environment much more straightforward.

Dataverse healthcare APIs also support the bi-directional capabilities of Fast Healthcare Interoperability Resources (FHIR) data. The APIs make it easier for providers to integrate and exchange FHIR data between Dataverse and FHIR endpoints. Microsoft Cloud for Healthcare also provides an updated Provider data model that extends an organization’s healthcare applications.

Healthcare database templates reduce the time providers must spend developing plans for data warehousing, clinical analytics, and operational analysis. The data models act as blueprints to help organizations speed up analytics-based use cases. Organizations can customize the templates using Azure Synapse.

Care Journey Templates

Providers and payors can create automated workflows using templates for common scenarios like patient discharge, diabetes management, and off-track care plans. Provided by Dynamics 365 Marketing, care journey templates can be used as is or customized for different care management scenarios.

Organizations can use Teams to send messages, review patient interactions, and send secure messaging through Patient Access Portal. There’s also a patient journey feature that extends communication channels to include push notifications and text messages.

Device Data Support

The device data support feature, built using Power Platform, allows healthcare providers to provide better hybrid care services. Care and management teams can remotely monitor patient health data, look for trends using the information, and manage their assigned medical device inventory.

Enhanced Operation Support

Virtual health data tables help providers virtualize clinical reference data and other healthcare information. That makes it easier to work with model-driven applications and other engagement platforms.

They come with support for creating, updating, and deleting FHIR data. The feature also leverages Power Platform applications to trigger updates of clinical data held in FHIR servers without duplicating the information in Dataverse.

Benefits of Microsoft Dynamics CRM for Healthcare

Let’s look at how using Dynamics 365 as a healthcare CRM benefits healthcare organizations.

1. Improved Data Security and Secure Messaging

HIPAA guidelines regulate all healthcare information, placing protections around who gains access to your medical records and how they get utilized. Providers can set up workflows, ensuring that healthcare workers follow HIPAA regulations. The platform also allows doctors to use encrypted texting security to obtain patient medical information before providing emergency care.

Other security customizations provided by Dynamics 365 CRM include:

  • File access restrictions
  • Role-based permissions
  • Customizable and secure data workflows

2. Better Patient Management

Microsoft Dynamics CRM gives providers a complete view of a patient’s health history. That aids in coordinating care and allows care teams to make faster decisions. Those same teams can access information from other clinical systems and electronic health records. That helps providers offer preventative care and care management programs tailored to individual patients.

3. Post-Visit Management

Providers can continue following up on patient outcomes. If they notice that a patient is due for a follow-up, doctors can ensure the patient receives timely notifications reminding them to set up an appointment through the patient portal. The platform simplifies the billing and payment process. It’s also easier for healthcare organizations to order and fulfill patient medications.

Improve the Patient Experience With IES

Internet eBusiness Solutions finds technology solutions designed to help providers spend less time on administrative tasks and more time helping patients. Contact us today if you’re looking to modernize your healthcare organization.

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Topics: Microsoft Dynamics CRM