In the evolving landscape of healthcare, the integration of Customer Relationship Management (CRM) and Electronic Medical Records (EMR) systems represents a transformative leap towards personalized, efficient, and comprehensive patient care. RSI’s powerful solution, a CRM that seamlessly wraps around your EMR, offers a truly unified patient engagement platform. With it, practices can capitalize on patient data and use it to provide a personal touch at every patient interaction. In doing so, practices not only elevate the standard of care but also cultivate stronger patient loyalty.

This loyalty translates into increased patient retention rates and practice revenues. Furthermore, the implementation of RSI’s CRM system
opens a feedback loop that enables practices to collect vital data for improving their patient experience long-term. Let’s take a closer look at the benefits of this unique combination of CRM and EMR systems.

Comprehensive 360º View of Patient at Point of Call

By blending detailed interaction data from CRM tools with the rich medical history stored in EMR systems, practices can access a holistic dashboard that shows the full picture of a patient’s journey. This integration can transform practice communications, enabling a level of personalization that was previously unattainable.

Integrating CRM tools with EMR data revolutionizes how patient contact centers operate. By harnessing customized team workflows and integrating VOIP technology, staff can access all patient information swiftly and efficiently. This capability ensures that every call, email, or message is informed by a thorough understanding of the patient’s history and preferences, enabling staff to provide responses and support that are not just timely but deeply personalized.

This unified view also facilitates a deeper understanding of each patient’s treatment journey. Practices can see, in real-time, the entirety of a patient’s interactions with the practice—ranging from appointment histories, communication preferences, and feedback, to clinical data such as health history, medication, and treatment plans. This comprehensive perspective allows for the development of personalized care and communication strategies that are finely tuned to the individual’s health status, preferences, and
engagement history.

Additionally, the efficiency gained through this integration extends beyond just personalized communication. It enhances the entire operational workflow of medical practices. With immediate access to comprehensive patient information, practices can make informed decisions faster, allocate resources more efficiently, and reduce the time patients spend waiting for answers or support. This streamlined process not only improves the patient experience by making it smoother and more responsive but also significantly boosts the practice’s operational efficiency

Personalized Appointment Communications

Through the integration of CRM and EMR systems, healthcare practices can be equipped to offer highly personalized appointment communications, leveraging omnichannel communication methods to ensure that each message is not just received but also resonates with the patient.

Through the integration of CRM and EMR systems, healthcare practices can be equipped to offer highly personalized appointment communications, leveraging omnichannel communication methods to ensure that each message is not just received but also resonates with the patient.

For starters, omnichannel communication enables practices to reach patients through their preferred channels, whether that be email, SMS, phone calls, or even social media platforms. This flexibility ensures that important messages about appointments, health education, and follow-up care are delivered in a way that best suits the patient’s lifestyle and communication preferences. By adopting an omnichannel approach, practices can ensure higher engagement rates, improving the chances that patients will attend their appointments, follow through with prescribed treatments, and seek additional treatments with the practice.

Of course, the communications delivered to patients are just as vital as the underlying method of communication. One of the cornerstones of personalized patient communications is customized appointment reminders. These reminders go beyond simple date and time notifications, incorporating details tailored to the reason for the visit and the patient’s unique history. For instance, a first-time patient might receive a reminder that includes directions to the practice, what to expect during their visit, and any initial paperwork they need to complete beforehand. Conversely, a patient coming in for a post- procedure follow-up might receive a reminder that includes specific post-care instructions or questions to consider about their recovery. The CRM + EMR integration provides incredible data transparency to a practice so they don’t have to send unnecessary communications to patients. Instead, this personalized solution allows them to send patients highly specific information that is uniquely relevant to them, all with automated processes.

Lead nurturing and recall communications can also be highly personalized, using insights from both the CRM and EMR systems. For patients who may be due for a routine exam or those who have not completed a recommended series of treatments, personalized messages can gently encourage them to book their next appointment. These messages can reference the patient’s last visit, any ongoing concerns, or the benefits of timely treatments, making the communication feel more relevant and compelling. Furthermore, the CRM integration ensures that you only send these communications to patients who don’t currently have an upcoming appointment booked. In contrast, practices without a comprehensive CRM + EMR solution would likely send unnecessary or redundant information to many patients while attempting to reach specific subsets of patients.

Empowering Patients with Scheduling & Payment Solutions

By integrating RSI’s CRM solution, medical practices can offer patients unprecedented convenience and autonomy, significantly improving their overall experience and the practice’s operational efficiency.

Advanced scheduling solutions provide patients with the ability to book, reschedule, or cancel appointments through easy-to-use digital platforms that are accessible 24/7. When you consider combining this with personalized communications to patients, the friction that patients experience when scheduling a visit is almost completely eliminated. Personalized and automated communications can let a patient know that they’re due for an upcoming visit, and provide them with a link to schedule that visit at their convenience. Then, they can immediately select their preferred appointment time without the need to ever call the practice directly. This also means reduced administrative burden and optimized appointment scheduling for the practice, leading to a more efficient business.

Similarly, payment solutions integrated with CRM and EMR systems can simplify the billing process, making it easier for patients to understand and fulfill their financial responsibilities. These solutions can offer transparent pricing information, detailed billing statements, and a variety of payment methods, including online payments, payment plans, and mobile payment options. Offering an automated solution that is personalized to each patient will enhance transparency for patients and empower them with payment flexibility. Furthermore, this eliminates the need for patients to call into billing departments, which too often requires call transfers, sitting on hold, and other inefficiencies. Payment automations makes things easier for patients and reduces the administrative workload on office staff.

Customized Surveys for Patient Feedback Loop

Customized surveys are a powerful tool enabled by RSI’s CRM solution. By tailoring surveys to specific appointment types, practices can capture feedback that is directly relevant to the patient’s experience, ensuring that the insights gathered are both actionable and impactful.

Different types of appointments can yield vastly different patient experiences. For example, a routine exam, a first-time consultation, and a post-operative follow-up each have unique aspects that can influence a patient’s perception of care. Customizing surveys based on the appointment type allows practices to ask specific questions that relate to the nature of the visit. This approach ensures that the feedback collected is precise and relevant, providing a solid foundation for improvements. Some examples of customized surveys include:

First-Time Consultations: Surveys could focus on the ease of scheduling, the clarity of information provided prior to the appointment, and first impressions of the practice, location, provider(s) and staff.

Routine Exams/Treatments: Questions might center on the consistency of care, the effectiveness of communication regarding maintenance or preventive measures, and overall satisfaction with the provider.

Post-Operative Follow-Ups: Surveys could inquire about the clarity of post-operative instructions, satisfaction with the outcome, and the quality of follow-up care.

By analyzing patient responses, practices can gain a comprehensive understanding of the factors that contribute to patient satisfaction or dissatisfaction. Practices can then evaluate whether they need to change anything, such as their processes, patient communications, or even facilities.

Confidently Make Patient Experience Decisions at Scale

The integration of RSI’s CRM solution revolutionizes the way medical practices engage with their patients, offering an unparalleled level of personalization and efficiency. By leveraging the data from both CRM and EMR systems, practices gain a comprehensive overview of their business operations and patient interactions. This insight enables leadership teams to make informed decisions on enhancing patient experience at scale, confidently identifying and implementing changes that significantly impact efficiency, patient satisfaction, and ultimately, practice profitability. These could include:

Optimizing Patient Communication Strategies

• Tailor communication frequency and content based on patient preferences and history, reducing communication overload for patients who prefer less frequent updates while engaging more with those who value regular contact.

Refining Appointment Scheduling Processes

• Adjust appointment scheduling options to better match patient demand, such as offering more slots for high-demand services or extending hours during peak times based on appointment booking trends.
• Introduce or expand telehealth services.

Improving In-Office Patient Experience

• Redesign waiting areas or implement new in-office workflows to reduce wait times

Enhancing Follow-Up Care and Support

• Develop customized follow-up care plans and communication for post-procedure patients, using data on patient outcomes and satisfaction with post-operative instructions to inform improvements.

Implementing Staff Training and Development Programs

• Invest in training programs focused on communication skills, patient engagement techniques, or specific clinical areas where patients indicate a need for better support.
• Recognize and address staff workflow inefficiencies or areas of high stress that could impact patient care.

In essence, the blend of CRM and EMR data points equips practices with the knowledge to pinpoint which ‘switches to flip’—whether it’s streamlining operational workflows, enhancing patient communications, or tailoring treatment interventions—to bring about significant improvements in patient experience.

Find Your Personal Touch with RSI

RSI’s platform is designed with the modern medical practice in mind, offering tools that are not just powerful but also intuitive, ensuring that every patient interaction is informed, personalized, and efficient. Through optimizing patient communication strategies with personalization and automation, RSI provides the tools needed to transform patient experience and help practices scale.

Contact us today to learn more and schedule a free demo, or explore our blog to discover other ways we can help you grow your business.

Creating Individualized Communication For Your Patients

In the rapidly evolving healthcare landscape, the use of marketing automation has become a crucial strategy for practices aiming to enhance their operational efficiency and patient engagement. By leveraging technology to nurture leads, educate patients, and increase appointment bookings, practices can significantly improve their marketing outcomes while ensuring a personalized patient experience. The benefits of implementing automated marketing strategies for healthcare practices are considerable, and include:

These benefits can all be achieved with little to no additional time required of your team members thanks to the automation of communications. In the following pages, we’ll explore some of the marketing automation techniques that RSI uses to transform patient engagement and boost practice revenues, including specific examples leveraged by aesthetics, dermatology, ophthalmology, and orthopedic practices.

These benefits can all be achieved with little to no additional time required of your team members thanks to the automation of communications. Below, we’ll explore some of the marketing automation techniques that RSI uses to transform patient engagement and boost practice revenues, including specific examples leveraged by aesthetics, dermatology, ophthalmology, and orthopedic practices.

Lead Nurturing

For instance, an aesthetics clinic with a pool of leads interested in Botox may send a series of automated marketing emails that looks something like this:

This approach of educational, personalized communications not only informs but also builds trust with leads. It is a powerful automated strategy to guide leads along the patient journey from their initial interest to booking their consultation.

Pre-Appointment Education

Once a patient has booked their consultation or appointment, the next opportunity for automated marketing communications is pre-appointment education. This step both prepares patients for their upcoming visits and enhances their engagement with the practice. When communicating with patients who have an upcoming consultation, this is a great opportunity to let them know what they can expect during their visit. You may also want to remind them to compile a list of any medications they’re currently on or to bring any documents that are relevant to their medical history.

Even patients who have already completed the consultation process and booked an appointment for treatment can benefit from pre-appointment education communications. For example, consider a dermatology practice that is welcoming a patient for laser hair removal. The laser hair removal treatment requires specific pre-treatment skin care considerations in order to optimize safety and efficacy. These include:

While these pre-treatment instructions can be communicated during the consultation or at the time of booking, many patients can benefit from text or email reminders leading up to their appointment, especially for treatments that are booked several weeks in advance. Pre-treatment skin care is a great example of automated marketing communications that educate the patient, leading to a better treatment experience and better outcomes.

Post Appointment Education

After a patient’s appointment, the focus of automated marketing communications shifts to post- appointment education, a critical phase for ensuring patient satisfaction, optimal recovery, and long- term engagement with the practice. This period offers an opportunity to extend the care and support provided during the visit, reinforcing the practice’s commitment to patient well-being and enhancing the overall patient experience.

For instance, consider a specialty like orthopedics, where most procedures require lengthy recovery processes, rehab sessions, and other complexities. Supporting a patient on this journey is not only beneficial for patient engagement and retention, but it’s essential to ensuring they achieve the best outcomes.

1. Immediately after the surgery, patients receive an automated email or text message outlining the critical first steps in their recovery. This may include advice on managing post-operative pain, the importance of keeping the surgical site clean and dry, and instructions for using crutches or a knee brace.
2. As the patient progresses, further communications can provide valuable information on physical therapy exercises to aid in strengthening and flexibility. These messages might link to videos demonstrating safe, effective exercises specifically designed for ACL recovery, ensuring patients have a clear, accessible resource to follow.
3. Reminders for follow-up appointments can also be included, as they’re crucial visits for monitoring healing and adjusting rehabilitation plans as needed. These reminders can also serve to prepare patients for what to expect in the next stages of their recovery, whether it’s beginning more strenuous physical therapy, discussing a return to sports, or focusing on long-term knee health strategies

By tailoring post-appointment education to address the unique recovery timeline of a treatment, practices not only enhance patient outcomes but also strengthen their relationship with that patient. Patients who receive consistent, informative, and supportive communication are more likely to adhere to their recovery plans, experience better outcomes, and feel a stronger sense of loyalty to the practice. Also included in this category is post consultation education, which is a powerful tool for keeping patients engaged with the practice and eventually converting them to book a treatment. Many patients leave their consultation without scheduling an appointment, making automated marketing communications one of the best ways to get patients to return to the practice. With these communications, practices can:

4. Encourage patients to reach out if they have additional questions about their procedure of interest
5. Remind patients why their practice is a trusted choice for the procedure of interest
6. Educate patients on why their procedure of interest is an effective option for reaching their treatment goals
7. Keep patients engaged so that the practice is top of mind when patients are ready to begin treatment

Patient Recalls

After a practice has gotten a lead to convert and complete their treatment of interest, patient recalls offer an opportunity to re-engage patients with the practice and bring them back in for additional services. Automated marketing strategies play a crucial role in this phase, facilitating the process of reminding patients about the importance of regular exams and follow-up care.

A prime example of this is an ophthalmology practice sending reminders and communications about the importance of annual eye exams. The ophthalmology practice can leverage automated recall systems to send personalized reminders to patients about scheduling their annual eye exams. These reminders can be tailored based on the patient’s last visit, age, risk factors, or any previous conditions that require monitoring, such as glaucoma or diabetic retinopathy.

To enhance the effectiveness of these recalls, practices can incorporate educational content about the benefits of regular eye exams, including how they can prevent vision loss and contribute to overall health. This not only serves as a reminder but also educates patients on the value of proactive eye care, encouraging them to prioritize their eye health. Sharing information about the latest advancements in eye care and new services offered by the practice can also rekindle interest and encourage patients to return for additional treatments or consultations.

Even for practices outside of ophthalmology that may not offer regular exams, patient recalls can be a great way to get patients interested in additional treatments. By leveraging the information practices have on patients’ previous treatments and health concerns, patient recall communications can recommend and educate patients on complementary services that enhance their results and well-being.

With the proper patient recall strategies, practices can increase appointment bookings, improve patient retention, and foster a long-term relationship that benefits both the patient and the practice.

It is critical to keep patients on track with their recommended treatment plans for optimal results. Desired outcomes are best achieved by participation by both parties. This improves patient satisfaction and practice revenue.

No-Show/Cancellation Rebooking Reminders

No-shows and cancellations significantly impact the operational efficiency and financial health of medical practices. The first step in addressing this issue is implementing automated appointment confirmation messaging. With it, practices can send timely reminders to patients to confirm upcoming appointments, making it more likely that the patient will show up to the visit. Furthermore, it provides patients with an immediate option to reschedule if they’re no longer able to make their appointment time, keeping them on the schedule instead of allowing them to drop off altogether.

Next, when no-shows or cancellations do occur, automated messaging can quickly engage the patient and give them an opportunity to reschedule. Additionally, implementing a feedback loop within these reminders can provide valuable insights into why appointments are missed. Including a brief survey or question about the reason for the cancellation or no-show can help practices understand patterns and barriers to attendance, allowing for targeted improvements to scheduling processes and patient communications.

When using a platform like the one RSI provides for marketing automation, rebooking reminders can be fully automated without the need for team member intervention. This is because RSI integrates with your CRM and practice management system, giving patients convenient access to appointment scheduling. Upon receiving an appointment reminder or a rebooking reminder, they can immediately view available time slots and schedule a visit at their convenience. This eliminates the need for calling office staff, which can be one of the barriers that prevents patients from taking action on appointment/rebooking reminders.

By making it easy and convenient for patients to reschedule missed appointments, practices can improve patient retention, enhance satisfaction, and minimize the financial impact of no-shows and cancellations, all while requiring less work of team members thanks to the automated processes involved.

Treatment Plan Reminders

For patients undergoing long-term treatment plans, automated treatment plan reminders are essential to keeping patients on-track with their treatments and engaged with the treatment process.

For example, consider an aesthetic practice that offers CoolSculpting, a non-surgical fat reduction treatment. CoolSculpting does not produce immediate results. Instead, patients will notice gradual fat loss in the weeks and months following treatment. Furthermore, patients typically require a series of treatments (as many as three or more) in order to achieve optimal results. In this example, automated treatment plan reminders can be integral to getting patients to return for the recommended number of treatments and achieve their desired results. Whether patients get discouraged by the subtlety of results they achieve initially, or simply forget about the long-term treatment plan, automated communications can keep patients informed and motivated.

Across medical practices of all specialties, treatment plan reminders can be used to serve a variety of purposes, such as:

Ultimately, treatment reminders help bridge the gap between in-person interactions and the patient’s daily life, fostering a sense of support and guidance that extends beyond in-office visits. The ongoing engagement not only encourages patients to stay committed to their treatment plans but also builds a foundation of trust and loyalty, which is invaluable for patient retention and practice growth.

Unlock Powerful Marketing Automation with RSI

By incorporating automated marketing strategies, healthcare practices can nurture leads, educate patients, and improve both patient retention and ROI, ultimately fostering a loyal patient base and driving practice success. RSI helps practices do this with a suite of automated marketing tools and other industry-leading CRM solutions.

Contact us today to learn more and schedule a free demo, or explore our blog to discover other ways we can help you grow your business

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It was challenging for Suncoast Skin Solutions to grow their business without gaining transparency into both marketing & operations. SKS also found it difficult to get access to the data and information they wanted while using multiple vendors in conjunction with their practice management and EMR solution, Modernizing Medicine.

It was challenging for MFP to grow their practice without gaining transparency into both marketing & operations. MFP also found it difficult to get access to the data and information they wanted while using multiple vendors in conjunction with their practice management and EMR solution, Modernizing Medicine.