Relationship building in healthcare

19 December 2013 | Sumit Virmani, Director, Health for Microsoft Worldwide Public Sector

I recently got back from a multi-country trip, during which I heard from all the health organizations I visited that they want to have a better connection with the people they serve. They’re looking for better ways to engage with patients and their family members, as well as the general community.

These health organizations all shared with me similar challenges. They’re finding that while their electronic medical records system (EMR) is great at helping them capture, organize, and consolidate patient data, it isn’t so great at helping them with managing patient and community relationships. So I was excited to share with them how Microsoft Dynamics CRM can help. It works hand in hand with a health organization’s EMR to provide powerful relationship-building capabilities.

And the new release of Microsoft Dynamics CRM is even more user-friendly than our past releases. It offers new mobile client apps on Windows 8 tablets and iPads, Windows Phones, iPhones, and Android Phones. Plus, it has embedded social tools. The Microsoft Dynamics CRM team has done a significant amount of work integrating CRM with Yammer, LinkedIn, Twitter, Facebook, and more. It also provides health professionals with all the information and tools they need on one screen so they don’t have to flip between applications. 

What’s more, Microsoft Dynamics CRM offers a template that was built specifically for healthcare. It enables health professionals to use patient dashboards; capture medical histories, screenings, and tests; and track different relationships across physician practices and clinics.

As part of this template, we built three scenarios designed to help health professionals improve relationship management with patients, patients’ families, colleagues, and their community:

Case and referral management: Microsoft Dynamics CRM can help coordinate patient activities among clinicians, departments, agencies, and organizations. Role-based security helps maintain patient privacy at all levels and assists in ensuring that sensitive information is only available to users with the proper authorization.

Coordinated community outreach: Rather than only seeing them when they’re experiencing symptoms, health organizations want to proactively engage people in their community. Microsoft Dynamics CRM can help with targeted outreach campaigns and education efforts. For example, staff can use automated tools to send a smoking cessation newsletter to smokers, or invite citizens to a free nutrition and exercise seminar.

Holistic patient management: One of the challenges that health professionals face is being able to manage relationships with their patients holistically. How can they keep track of all the information, activities, and communication associated with a specific patient? With Microsoft Dynamics CRM, staff can create a case for a patient and then track follow-up activities based on established workflows. When a task is closed, it’s securely linked to the patient and stored. The result is a 360-degree view of the patient and a fully compliant audit trail of all patient-related activity and interactions.

We may have just come out with a new release, but Microsoft Dynamics CRM has been helping health organizations with relationship management for some time. Check out how Peacehaven Nursing Home, Maccabi Healthcare Services, and Medway Council have improved patient care, collaboration, and efficiency using solutions based on Microsoft Dynamics CRM.

And you can learn more about the new Microsoft Dynamics CRM here or download the healthcare template here. Have a comment or opinion on this post or a question for the author? Send us an email at or let us know on Facebook here or via Twitter here.

Sumit Virmani
Director, Health for Microsoft Worldwide Public Sector

Microsoft in Health Blog

About the Author

Sumit Virmani | Director, Health for Microsoft Worldwide Public Sector

Sumit Virmani, director in Health for Microsoft Worldwide Public Sector, is responsible for strategy and marketing of collaboration technologies in the health industry globally. Read more