A prototype of the CRM system we built for a private clinic. It speeds up patient document management, helps recuse human error, and provides AI analytics for a better understanding of patients’ needs
SUBJECT MATTER
We did a similar project for our client. All the confidential details are NDA-protected, we will just show a version of UI/UX design and some highlights on how this CRM works and helps our client improve the workflow.
Our client, a private clinic with 2500 patients per month on average, previously used a ready-made CRM system to keep track of all their communications, documents and processes. One day, the standard functionality felt limited, and they started searching for a software development company that specializes in custom CRM solutions.
What the client wanted from their new CRM:
- Receiving appointment requests from the website and scheduling;
- Data sync between a CRM and a corporate website (plus landing pages);
- Functionality to collect all information about leads, patients, doctors, etc;
- Automatic reminders and follow-up emails to patients;
- Marketing module with campaign/lead analytics;
- Functionality to analyze data on patients, employees and revenue;
- Custom dashboards with role-based access.
What the client wanted from their new CRM:
- Receiving appointment requests from the website and scheduling;
- Data sync between a CRM and a corporate website (plus landing pages);
- Functionality to collect all information about leads, patients, doctors, etc;
- Automatic reminders and follow-up emails to patients;
- Marketing module with campaign/lead analytics;
- Functionality to analyze data on patients, employees and revenue;
- Custom dashboards with role-based access.
CHALLENGES
The main challenge on this project was the development of the Scheduling module. Our client tasked us to enable smooth data exchange between a website form and a CRM system, to create automated appointment reminders for both doctors and patients, etc.
Our solution includes dynamic data, which means the information quickly updates every time a user fills in a scheduling form on the clinic’s website or every time a manager changes the data manually. This way, the managers never miss a new appointment request and can call back within 5–10 minutes.
One more challenge was data protection, which is vital for healthcare software. We provided medical data security, data encryption and storage, backups, user authentication, and access control. The new CRM system uses secure encryption protocols that make it compliant with GDPR and HIPAA standards.
Here are a couple of examples:
all employees have role-based access to protect patient sensitive data, doctor personal data, company financial data, etc;
the access log system keeps all actions, including file modifications, and alerts the responsible person in case of suspicious activity;
if doctors share medical files in a secure chat within a CRM system, no one but this chat participants can get access to the files.
If you want to find out more about data protection in healthcare software, feel free to proceed to our blog and read an article on HIPAA compliance.
WHAT WE PERFORMED
Duration:
7 months
Goals
- improve scheduling via a website
- automated reminders and follow-up emails
- automated workflows and info exchange
Team:
Frontend – 2UI/UX – 1Backend – 2PM – 1
Results
- 25% more appointments via a website
- 50% of patients return
- 70% fewer errors
IMPLEMENTED FEATURES
Let’s look at some features in detail. A healthcare CRM system consists of various modules: Patients, Doctors, Scheduling, Billing, Security, Calendar, Chat, Dashboard, etc. All of them present vital information in a convenient form and give access to necessary functions.
Dashboard & Calendar
The CRM system uses role-based access to personal dashboards and calendars. Doctors and their assistants get timely reminders on appointments and staff meetings. Managers receive financial reports and charts, see a real-time view of patient statistics, employee performance, etc. You can use all of it to make informed decisions and keep your finger on the pulse.
Patients
Using this module, the doctors, managers and other assigned employees can communicate with patients by sending emails (welcome or follow-up), reminders (about appointments, regular check-ups, etc.), health tips, birthday cards, special offers, and other messages to keep in touch.
We implemented a convenient patient database with tags. Managers can segment patients based on age, gender, high-risk health issues, and other characteristics.
If you open an individual patient’s profile, you will see personal data, visits (upcoming and history), all important documents and lab tests, prescriptions, vaccines, allergies, the complete treatment history, family health history, AI-based recommendations, etc. The clinic's employees can view, edit and add information if they have access to this patient’s profile.
Using this module, the doctors, managers and other assigned employees can communicate with patients by sending emails (welcome or follow-up), reminders (about appointments, regular check-ups, etc.), health tips, birthday cards, special offers, and other messages to keep in touch.
We implemented a convenient patient database with tags. Managers can segment patients based on age, gender, high-risk health issues, and other characteristics.
If you open an individual patient’s profile, you will see personal data, visits (upcoming and history), all important documents and lab tests, prescriptions, vaccines, allergies, the complete treatment history, family health history, AI-based recommendations, etc. The clinic's employees can view, edit and add information if they have access to this patient’s profile.
Patients
Using this module, the doctors, managers and other assigned employees can communicate with patients by sending emails (welcome or follow-up), reminders (about appointments, regular check-ups, etc.), health tips, birthday cards, special offers, and other messages to keep in touch.
We implemented a convenient patient database with tags. Managers can segment patients based on age, gender, high-risk health issues, and other characteristics.
If you open an individual patient’s profile, you will see personal data, visits (upcoming and history), all important documents and lab tests, prescriptions, vaccines, allergies, the complete treatment history, family health history, AI-based recommendations, etc. The clinic's employees can view, edit and add information if they have access to this patient’s profile.
Doctors
In the doctor profile, you can view, add or edit important personal information, the work schedule, vacations and sick leave, and the list of attached patients. You can also attach document scans (diplomas, certificates, etc.). There are similar profiles for other types of employees (medical assistants, managers) in the CRM system.
Scheduling
This module not only allows to streamline appointments; it also enables managers to set up automated reminders for patients and doctors, to track no-shows, to reschedule, etc.
There are two ways how a patient can make an appointment:
1. Сalling the clinic’s reception desk (in this case, the manager will fill in the appointment form, and the CRM system will automatically add this information to the calendar, as well as to the doctor and patients’ profiles).
2. Filling in the form on the clinic's website (in this case, the patient will receive a confirmation email and, in some cases, a phone call from the manager to clarify specific details).
2. Filling in the form on the clinic's website (in this case, the patient will receive a confirmation email and, in some cases, a phone call from the manager to clarify specific details).
TECHNOLOGY STACK
To create a custom CRM system for healthcare, we used JavaScript frameworks that help speed up the development time. This includes MEAN stack (MongoDB as a fast-loading database, Express.js and Node.js for server-side coding, and Angular.js for client-side development).
To provide safe data exchange between a new CRM and the clinic’s website and landing pages, we used REST API and Node.js that both enable secure authentication and encryption.
UI/UX design was prepared with Figma.
Figma
Angular JS
NodeJS
Express.js
REST API
MongoDB
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