The solution to any business problem is a combination of data and application programs that are designed to work together seamlessly to generate a desired result. A payroll program is a good example. First there is the database containing employee information, tax tables and other related data. Second, there is the payroll computation program that analyzes the data and calculates the payroll checks, tax returns, etc.
A Customer Relationship Management (CRM) program for managing your practice works the same way. It requires a specially selected set of information that will support analysis, opportunity identification, data mining and campaign management. This unique set of information is stored in a database that makes sense. CPM has developed this blueprint, called the Data Model, from almost 20 years of understanding healthcare problems and the data required to solve them.
The knowledge required for healthcare CRM is very different from all other industries. It is technical and filled with complex patient, payer and provider information including procedural and diagnostic acronyms such as MDC, ICD-9, CPT-4 and DRG. Don't be fooled by one-size-fits-all solutions that are professed to work with any industry--they won't. You need the right data and the right applications to fit your healthcare needs.
Many providers of CRM solutions don't even have a generalized data model because they don't understand the data requirements, or the database is too difficult to construct. That means it's up to you--the user--to build the database or to rely on your IT department.
The Data Model is the heart and soul of your CRM application. It is the basis for campaigns that make you more valuable to your existing patients and increase your patient base. So, it's imperative that your solution provider has a data model built from years of CRM knowledge, experience and success in your industry.
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