May 30, 2024 Aiswarya Madhu
Healthcare providers are under constant pressure to deliver high-quality care while keeping costs low. Technological solutions like Microsoft Dynamics 365 CRM and Microsoft Cloud for Healthcare enable organizations to streamline processes, reduce inefficiencies, and improve patient experiences.
This guide provides a detailed exploration of Microsoft Dynamics CRM for Healthcare, offering insights into its features, modules, benefits, and ROI.
Microsoft Dynamics CRM for Healthcare is a comprehensive CRM and ERP software solution designed to enhance the management of patient information and relationships. It streamlines operations, improves patient care, ensures secure data management, and facilitates better team collaboration. With features like appointment scheduling and resource optimization, Dynamics CRM helps healthcare providers deliver efficient and high-quality care.
What is Dynamics 365 Healthcare Accelerator?
The Dynamics 365 Healthcare Accelerator was a comprehensive solution designed by Microsoft to extend the capabilities of Dynamics 365 for healthcare organizations. Though now deprecated and replaced by Microsoft Cloud for Healthcare, it provided essential tools and functionalities tailored to the healthcare sector.
[Companies that have Leveraged Microsoft Dynamics 365 for Healthcare]
Barnsley Hospital NHS Foundation Trust schedules over 300,000 outpatient appointments annually, increasingly offering video consultations. During the COVID-19 pandemic, the Trust quickly deployed Microsoft Teams to aid remote working and rolled out a new electronic patient records (EPR) system entirely remotely. Seeking a more integrated solution for virtual consultations, they adopted a platform using Power Platform and Microsoft Teams.
Dayton Children's Hospital, one of only 31 freestanding children’s hospitals in the US, needed to bridge the gap between clinical and marketing information systems. By implementing Dynamics 365 Customer Insights, they established a scalable data foundation compliant with HIPAA.
Arthur Health, a Canadian healthcare solutions company, teamed up with the Ontario Ministry of Health and Long-Term Care to develop a cloud-based platform for low-back pain management. Using Microsoft Power Platform and Quisitive’s MazikCare, they scaled a rapid-access clinic model.
FNHA provides community-based health services to over 200 First Nations communities across British Columbia. To transform its workflows, FNHA built a solution using Dynamics 365 Customer Service and Microsoft Power Platform.
CooperSurgical, a leading fertility company, nearly doubled in size in two years and needed to unify its CRM and ERP systems across its global operations. By adopting Dynamics 365, they aimed to enhance forecasting, relationship management, and productivity.
Take the first step towards a smarter healthcare system
Automated patient reminders are a crucial feature of Microsoft Dynamics for Healthcare, designed to reduce no-show rates, enhance patient adherence to treatment plans, and improve overall healthcare efficiency. These reminders can be sent via email, SMS, or app notifications, ensuring that patients are kept informed about their upcoming appointments, medication schedules, and follow-up visits.
Automated reminders are managed through the Dynamics 365 dashboard, where healthcare providers can set up schedules, customize messages, and monitor patient responses.
For Example:A patient is scheduled for a follow-up visit. A week before the appointment, an automated email reminder is sent. Three days before the appointment, an SMS reminder is sent. On the day of the appointment, a final app notification is sent. This sequence of reminders helps ensure the patient does not forget their appointment, reducing no-show rates and ensuring continuity of care.
In Practice Across Departments:Remote Nursing Education within Dynamics 365 provides a platform for continuous professional development for nursing staff. It allows nurses to access training modules, educational resources, and certification programs, ensuring they remain up-to-date with the latest best practices and medical advancements.
The education portal is integrated into the Dynamics 365 dashboard, where administrators can assign training modules, track nurse progress, and generate reports on training completion.
For Example:A nursing staff member completes an online module on the latest wound care techniques through the Dynamics 365 platform. This training improves their skills, leading to better patient outcomes and adherence to best practices.
In Practice Across Departments:Surgeon support tools in Dynamics 365 provide surgeons with real-time access to patient data, surgical histories, and diagnostic information, enabling them to plan and execute procedures with greater accuracy and confidence.
Surgeons use the Dynamics 365 dashboard to review comprehensive patient charts, access imaging results, and collaborate with other healthcare professionals in real time.
For Example:Before performing a procedure, a surgeon uses Dynamics 365 to review a patient's complete medical history, including previous surgeries, allergies, and current medications. They also access the latest diagnostic reports and imaging results, ensuring they have all the information needed for a successful operation.
In Practice Across Departments:The maintenance of medical devices in Dynamics 365 ensures that all medical equipment is regularly serviced and maintained, reducing the risk of unexpected breakdowns and ensuring continuous operation.
Maintenance schedules are managed through the Dynamics 365 dashboard, where facilities managers can track device performance, schedule maintenance tasks, and log completed services.
For Example:An alert is generated for the upcoming maintenance of an MRI machine. The facilities team schedules a maintenance check, ensuring the machine operates optimally and preventing unexpected downtime.
In Practice Across Departments:In-home healthcare management through Dynamics 365 enables healthcare providers to coordinate and manage in-home care services efficiently. It ensures that caregivers have real-time access to patient information and can track patient progress effectively.
Caregivers use the Dynamics 365 dashboard to access patient records, update care plans, and communicate with the care team in real-time.
For Example:A home healthcare nurse visits a patient and updates his/her health records in real time using a tablet. The care team can monitor the patient's progress remotely, ensuring timely adjustments to the care plan as needed.
In Practice Across Departments:Integrated patient data within Dynamics 365 consolidates information from various sources into a single, comprehensive platform. This integration provides healthcare providers with a 360-degree view of patient history, current treatments, and future care plans.
Patient data is accessed through the Dynamics 365 dashboard, where healthcare providers can view, analyze, and generate reports on patient information.
For Example:A physician reviews a patient's integrated health record, which includes lab results, imaging reports, and previous visit notes. This comprehensive view allows the physician to make informed decisions about the patient's treatment plan.
In Practice Across Departments:Expanding patient access involves providing patients with online portals where they can schedule appointments, view test results, and communicate with healthcare providers, enhancing convenience and engagement.
The patient portal is integrated with the Dynamics 365 dashboard, allowing healthcare providers to manage appointments, respond to patient inquiries, and track portal usage.
For Example:When a patient uses the Dynamics CRM system, they can easily book appointments online, reducing administrative workload and improving front desk efficiency. In addition, patients can view their test results through the secure portal, enhancing engagement and allowing them to track their health progress. By integrating these features, healthcare providers can streamline operations and significantly improve the overall patient experience.
In Practice Across Departments:Enhanced care team collaboration through Dynamics 365 allows care teams to share patient information, treatment plans, and progress notes in real time, facilitating better coordination and improving patient outcomes.
Collaboration tools are accessed through the Dynamics 365 dashboard, enabling care teams to communicate, share documents, and coordinate care plans seamlessly.
For Example:A multidisciplinary team can collaborate on a patient's care plan using the shared platform, ensuring all aspects of the patient's health are addressed comprehensively.
In Practice Across Departments:Securing patient data is a critical feature of Dynamics 365, ensuring that all patient information is protected through encryption, role-based access controls, and secure data workflows, complying with HIPAA regulations.
Security settings are managed through the Dynamics 365 dashboard, where administrators can set permissions, monitor access logs, and ensure compliance with data protection standards.
For Example:A nurse can view and update patient records relevant to their care duties but cannot access broader administrative data. Administrators can monitor access logs through the Dynamics 365 dashboard to ensure compliance with data protection standards. Any access attempts are logged, and the system alerts administrators to any suspicious activity, such as repeated failed login attempts or access from an unusual location.
In Practice Across Departments:By utilizing these comprehensive features, Microsoft Dynamics 365 enables healthcare providers to deliver high-quality, patient-centric care, streamline operations, and enhance overall efficiency and collaboration across departments.
Built on Microsoft Azure, this app enables smartwatch users to discreetly signal for help, improving safety for vulnerable individuals.
Upgrading to cloud solutions like Microsoft Dynamics 365 streamlines operations, reduces errors, and enhances service delivery for health and social organizations.
AI-powered tools, like Microsoft Copilot and chatbots, reduce administrative burdens, accelerate case triaging, and improve service delivery, freeing up workers to focus on direct patient care.
Implemented a cloud-based child welfare system on Dynamics 365, improving case management and reducing operational costs.
Uses Dynamics 365 Customer Service to streamline social services, saving over £2 million annually and significantly reducing case handling times.
AI helps predict and address potential health and social issues, enabling proactive interventions and better support for at-risk individuals.
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Elevate your business with custom Microsoft Dynamics 365 features. Learn how to tailor D365 to your needs and revolutionize your operations
Microsoft Dynamics 365 provides several modules and applications that are designed specifically for the healthcare industry. These tools help manage patient relationships, streamline operations, ensure financial health, and maintain compliance with regulatory standards. Below, we explore the key modules, when and how they should be utilized, and provide examples of how they can be customized to meet specific needs.
The Sales and Customer Service modules in Dynamics 365 are essential for managing patient relationships and enhancing overall patient satisfaction. This module allows healthcare providers to log patient interactions, track service tasks, and manage marketing campaigns.
Healthcare providers should use this module to maintain continuous patient engagement, manage inquiries, and improve customer service. The module can be customized by integrating patient-specific data fields, setting up automated workflows for follow-up tasks, and creating custom reports to track patient satisfaction and engagement metrics.
Examples Across DepartmentsThe Field Service and Project Management module helps manage mobile healthcare services, track medical device maintenance, and oversee healthcare projects. This module is vital for ensuring timely task completion and optimal resource allocation.
This module should be used for managing all field service activities, medical device maintenance, and large-scale projects. Customization can include setting up maintenance schedules, integrating GPS for route optimization in mobile health services, and developing dashboards to monitor project progress and resource allocation.
Examples Across DepartmentsThe Finance and Operations module is designed to manage billing, revenue cycle management, and financial reporting. This module helps healthcare providers maintain financial health and compliance with regulatory requirements.
Healthcare organizations should use this module for comprehensive financial management, from billing to budget tracking and financial reporting. Customization can include setting up specific billing codes for different services, creating automated workflows for revenue cycle management, and developing custom financial reports that meet the unique needs of the organization.
Examples Across DepartmentsHealthcare providers can tailor Dynamics 365 modules to better fit their specific operational needs and goals. Customization can be approached in several ways:
Custom Fields and Forms:Adding custom fields to capture specific patient data, creating forms tailored to different departments to ensure all necessary information is collected.
Automated Workflows:Developing automated workflows for routine tasks such as follow-ups, appointment scheduling, and maintenance reminders to enhance efficiency.
Integration with Other Systems:Integrating Dynamics 365 with existing EHR systems, lab management software, and other healthcare applications to create a seamless flow of information.
Custom Reports and Dashboards:Creating custom reports and dashboards that provide real-time insights into key performance indicators, financial health, and operational efficiency.
Role-Based Access:Setting up role-based access controls to ensure that staff members only access the information they need, enhancing security and compliance.
Unlock the full potential of your healthcare organization with Microsoft Healthcare CRM
Implementing Microsoft Dynamics 365 in a healthcare setting can significantly enhance operational efficiency and patient care. However, the complexity of the system and the unique requirements of healthcare providers mean that partnering with a Dynamics 365 expert is crucial. Here’s why healthcare organizations need expert assistance and the specific areas where help is most beneficial.
Healthcare organizations often have unique workflows that off-the-shelf software cannot accommodate. Customizing Dynamics 365 to fit these specific needs is essential for maximizing efficiency and effectiveness.
Properly trained staff are crucial for making the most out of Dynamics 365. Given the platform’s complexity, specialized training ensures that all users are proficient and confident in using the system.
Healthcare is a dynamic field with constantly evolving needs and regulatory requirements. Ensuring that Dynamics 365 remains up-to-date and continues to meet these needs requires ongoing support.
Healthcare organizations often use multiple systems that need to work seamlessly together. Integrating Microsoft Dynamics for healthcare with these systems ensures smooth data flow and comprehensive functionality.
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Implementing Dynamics 365 Customer Service in healthcare settings can lead to substantial efficiency gains and financial benefits.
Dynamics 365 Field Service focuses on modernizing service operations, which is particularly beneficial for healthcare providers managing extensive medical equipment and mobile health services.
The finance module helps healthcare organizations manage their financial health with precision and compliance, ensuring that resources are allocated efficiently.
Dynamics 365 Cloud Operations offers comprehensive solutions for managing healthcare operations more efficiently, leveraging cloud technology.
Dynamics 365 Sales enhances the effectiveness of healthcare organizations by automating routine tasks and improving customer interactions.
Implementing Microsoft Dynamics 365 for the health and social care industry not only enhances operational efficiency but also ensures that patient data is securely managed and accessible. From seamless appointment scheduling to real-time data monitoring, Dynamics 365 provides a comprehensive solution for modern healthcare needs. By adopting these technologies, healthcare providers can focus on delivering high-quality care while maintaining compliance and security standards.
To learn more about how Microsoft Dynamics for Healthcare can transform your healthcare organization, get in touch with Nalashaa Digital today.
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