Best Patient Relationship Management (PRM) Software
Patient relationship management (PRM) software, also known as healthcare customer relationship management (CRM) software, optimizes and supports the entire patient care journey, enables the effective flow of information within healthcare systems, and increases and nurtures patient engagement. In general terms, PRM is CRM for healthcare; in actuality, PRM is more closely related to a healthcare version of customer journey analytics software, orchestrating and managing the patient experience from referral to advocate. PRM software enables patient-centric care by improving access and communication that ultimately improves patient outcomes, provider-patient relationships, and greater staff efficiency.
PRM software enhances and centralizes the data and functionality of electronic health records (EHRs) software and patient engagement software. Significant benefits of PRM software include the aggregating of all medical records and the encouragement and emphasis of active patient participation towards their health. By leveraging PRM software, health systems and organizations can better enforce value-based care, performance, and reimbursement efforts, without compromising their delivery of quality care.
To qualify for inclusion in the Patient Relationship Management (PRM) category, a product must:
Best Patient Relationship Management (PRM) Software At A Glance
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- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Weave is the all-in-one experience platform for small- and medium-sized healthcare businesses. From the first phone call to the final invoice and every touchpoint in between, Weave connects the entire
- Office Manager
- Owner
- Medical Practice
- Hospital & Health Care
- 93% Small-Business
- 6% Mid-Market
2,030 Twitter followers
- Overview
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- User Satisfaction
- Seller Details
Health Cloud is the trusted, connected platform to power the business of health and life sciences. By bringing together clinical and non-clinical data into a single source of truth, Health Cloud helps
- Hospital & Health Care
- 46% Enterprise
- 34% Mid-Market
584,242 Twitter followers
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- User Satisfaction
- Seller Details
We are here to empower dental practices to streamline workflows, enhance patient communications, and drive sustainable growth. Practice by Numbers makes practice management easier, enabling dental
- Hospital & Health Care
- Health, Wellness and Fitness
- 93% Small-Business
- 7% Mid-Market
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
MaxAssist® is the only onscreen personal assistant for your entire dental practice. With MaxAssist you can keep your dental chairs full, workloads manageable, practice productive, and staff happy. Our
- Office Manager
- Dentist
- Hospital & Health Care
- Health, Wellness and Fitness
- 92% Small-Business
- 7% Mid-Market
- Overview
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- User Satisfaction
- Seller Details
OhMD is a patient communication platform that enables simple patient communication between medical practices and their patients. Using HIPAA compliant SMS and RCS texting, patient communication become
- Office Manager
- Medical Assistant
- Medical Practice
- Hospital & Health Care
- 55% Small-Business
- 43% Mid-Market
259 Twitter followers
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- User Satisfaction
- Seller Details
With over 470k users, 68k physicians, 150 million patients and 150+ EHR integrations, Updox empowers physicians, pharmacists and other healthcare providers and staff to be more efficient and effective
- Medical Assistant
- Office Manager
- Medical Practice
- Hospital & Health Care
- 85% Small-Business
- 9% Mid-Market
2,148 Twitter followers
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- User Satisfaction
- Seller Details
Looking to harness the full power of the Tebra platform? Our practice success platform includes a certified electronic health record solution built to empower today’s providers with robust clinical ch
- Owner
- Office Manager
- Medical Practice
- Hospital & Health Care
- 88% Small-Business
- 10% Mid-Market
11,190 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
NexHealth is the leading patient engagement platform that integrates directly with health record systems. Your business workflows are made better with NexHealth's real-time online scheduling, automate
- Hospital & Health Care
- Health, Wellness and Fitness
- 88% Small-Business
- 12% Mid-Market
2,121 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
RevenueWell is a dental marketing and communication platform that gives busy dental practices the smart, easy-to-use tools they need to attract new patients, streamline communication, and grow product
- Office Manager
- Medical Practice
- Hospital & Health Care
- 94% Small-Business
- 5% Mid-Market
1,175 Twitter followers
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- User Satisfaction
- Seller Details
WebPT empowers rehab therapists to better engage patients, improve care, and achieve scalable growth with solutions to help manage every aspect of their practice. As the industry’s most innovative, co
- Physical Therapist
- Office Manager
- Medical Practice
- Hospital & Health Care
- 81% Small-Business
- 17% Mid-Market
15,992 Twitter followers
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- User Satisfaction
- Seller Details
Accelerate your revenue cycle with a unified, customizable patient messaging solution that streamlines the patient journey from first appointment to final payment. Solutionreach is the easy-to-use
- Office Manager
- Medical Practice
- Hospital & Health Care
- 89% Small-Business
- 10% Mid-Market
1,863 Twitter followers
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- Pros and Cons
- User Satisfaction
- Seller Details
Lighthouse 360+™ is your all-in-one platform to enhance the patient experience that seamlessly integrates with any Practice Management System (PMS). Lighthouse 360+ enables dental practices of all siz
- Health, Wellness and Fitness
- 94% Small-Business
- 6% Mid-Market
25,361 Twitter followers
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- User Satisfaction
- Seller Details
Dental Intelligence Engagement makes managing your patient communications is finally as effective and simple as you’ve always wanted it to be. This modern, touchless solution prioritizes the patient e
- Office Manager
- Hospital & Health Care
- Medical Practice
- 93% Small-Business
1,424 Twitter followers
- Overview
- User Satisfaction
- Seller Details
Legwork, a Planet DDS company, is the healthcare industry’s first marketing growth platform that helps health practices build a better experience across the entire patient lifecycle. From engaging pro
- Hospital & Health Care
- Medical Practice
- 93% Small-Business
- 7% Mid-Market
1,885 Twitter followers
- Overview
- User Satisfaction
- Seller Details
Rhinogram's digital communication & virtual care platform is designed for strategic healthcare facilities looking to reduce call volume, improve staff efficiency, and acquire new patients while pr
- Hospital & Health Care
- Medical Practice
- 91% Small-Business
- 8% Mid-Market
633 Twitter followers
Learn More About Patient Relationship Management (PRM) Software
What is Patient Relationship Management (PRM) Software?
Patient relationship management (PRM) software, also known as healthcare customer relationship management software, optimizes and supports the entire patient care journey, enables the effective flow of information within healthcare systems, and increases and nurtures patient engagement. PRM is more closely related to a healthcare version of customer journey analytics software—orchestrating and managing the patient experience from referral to advocate. PRM software enables patient-centric care by improving access and communication that ultimately improves patient outcomes, provider-patient relationships, and increases staff efficiency.
PRM software enhances and centralizes the data and functionality of electronic health records (EHR) software and patient engagement software. Significant benefits of PRM software include the aggregation of all medical records and the encouragement and emphasis of active patient participation towards their health. By leveraging PRM software, health systems and organizations can better enforce value-based care, performance, and reimbursement efforts, without compromising their delivery of quality care.
What are the Common Features of Patient Relationship Management (PRM) Software?
The following are some core features within PRM software that can help users engage with more patients and run a more efficient practice.
Texting: Texting is a preferred method of communication with many consumers. The PRM software should include a texting feature to reach patients wherever they are. Buyers should look for features like bulk texting, two-way texting, appointment reminders, and clinic review requests.
Appointment reminders: PRM software can prevent missed appointments with customized appointment reminders to reach patients via text, email, and phone. The solution may also provide flexibility to schedule reminders at a cadence that works for both the providers and the patients.
Online scheduling: Online scheduling is a preferred method of scheduling for many consumers. Medical practices can provide patients with easy scheduling options to allow patients to select the best appointment for their schedules. The PRM software can integrate with a practice scheduling system so users can accept, flag, or reschedule appointments.
Digital check-in: Contactless appointment check-in creates a safe environment for patients and medical practice staff. A digital check-in process includes appointment reminders, screening forms, text alerts, and allows patients to verify and make changes to their information.
Patient portal: A portal allows medical providers to easily engage with patients. A patient portal should include elements like appointment scheduling, secure messaging, online bill pay, patient registration, clinical summaries, test results, and patient education opportunities.
Integrated social media: Healthcare practices can continue to engage with current patients and attract new patients on social media. They can post practice updates, events, education information, and testimonials in the patient portal and then automatically share on social media to increase engagement.
Email marketing: It is important to remain relevant and top-of-mind to patients. Regular outreach through newsletters or focused campaigns can help a provider showcase achievements and deliver relevant messages to patients. The PRM software should offer email audience segmentation, complete history of campaigns, and email performance metrics.
Recall messaging: Inactive patients are a common concern for many medical practices. It’s a good strategy to re engage dormant patients through outreach. A PRM solution must support automated recall messaging to let patients know when to schedule annual check-ups or other appointments. Automated recall reminders sent via email, text, and phone are necessary to reconnect with disengaged patients.
What are the Benefits of Patient Relationship Management (PRM) Software?
Leverage patient feedback: Feedback from patients provides valuable information about what patients think about the healthcare services. Examining patient satisfaction rates will give insight into what is working well and what needs improvement in the way care is delivered and how the practice is managed.
Track patient journey: A patient journey is the process that patients go through when they undergo treatment. This consists of several stages (pre-, during, and post-visit), where each stage consists of one or more touchpoints. Patients may see multiple providers within the same network. A PRM will establish a streamlined approach to tracking or mapping the patient journey, which is a blueprint of the touchpoints a patient goes through in their healthcare journey.
Improved patient outcomes: A PRM software will allow patients to be more engaged in their care journey. Patients will have more open and consistent communication with providers, which will help them feel more comfortable and empowered.
Improved patient communication: A PRM solution provides multiple methods for communication with patients. The software helps to automate and centralize communications and reach patients through their preferred method--text, email, or phone.
Reduce no-shows: Providing a quick and courteous reminder to patients about upcoming appointments may help improve patient loyalty. Many patients rely on reminders because of convenience. The automatic reminders allow patients to confirm, cancel, or reschedule appointments. These messages will save the practice time and money.
Increased patient engagement: A PRM system creates opportunities to connect with patients regularly. With the help of PRM tools, medical practices will be positioned to be patient forward and focused on personalized care. Through continuous communication, patients will be actively engaged in gathering information and making decisions about their treatment options. More engaged patients lead to higher patient retention.
Improved clinic reputation: PRM tools allow users to find out what people are saying about their medical practice. The software helps prioritize the patient experience by distributing surveys, responding to negative reviews, committing to evaluation and analyzing patient outcomes, and building a strong social media presence.
Eliminate administrative burden: There are many admin tasks associated with patient relationship management. Utilizing a system will eliminate paperwork and the costly, time-consuming manual work typically associated with patient management, such as manually sending emails and making individual phone calls.
Who Uses Patient Relationship Management (PRM) Software?
Healthcare providers: Healthcare providers can utilize PRM software to communicate with patients via secure messages, add post-visit notes, keep track of patients’ medications and medical issues, and monitor the patient journey.
Medical office staff: Healthcare support staff can utilize PRM software to manage appointments, prescriptions, notes, and other patient-related data. There should be an option to create and maintain a comprehensive and detailed patient profile that can be used for follow-ups and communication.
Patients: Patients can utilize the PRM to play an active role in their healthcare journey, including sending messages to their care team, scheduling appointments, reviewing test results, and updating their personal information.
Software Related to Patient Relationship Management (PRM) Software
Related solutions that can be used together with patient relationship management include:
EHR software: Electronic health records (EHR), also known as electronic medical records (EMR), are real-time digital versions of patient medical information. EHR software allows medical professionals across multiple healthcare organizations to access, input, and adjust patient data. It also allows patients to log on to their profiles so they can stay up to date on their medical records. Since EHR software is designed to share information with multiple healthcare providers, like pharmacies and laboratories, a patient’s profile can have information from all of the professionals involved in the patient’s care. When medical professionals use an EHR, they have a more holistic view of the patient’s health and will be able to more effectively serve their patients.
Patient engagement software: Patient engagement software facilitates the encouragement of a patient’s active participation in the maintenance of their health, the building of a collaborative patient-doctor relationship, and the improvement of the overall patient experience. Hospitals, medical practices, and other healthcare organizations are increasingly becoming subject to the same kinds of expectations that retail and hospitality industries deal with; as a result, patients expect compassion, acknowledgment, immediate communication, and easy access to information from their healthcare providers.
Patient scheduling software: Hospitals and health centers require patient scheduling software to manage patient appointments, automate administrative workflows, and allocate medical staff accordingly. This type of software includes scheduling algorithms that are meant to reduce patient wait time. It also handles the communication between patients and the medical personnel to confirm scheduled examination and treatment sessions.
Patient intake software: A patient intake software facilitates efficient and proactive capturing of patient data before a patient's medical appointment. Patient intake solutions minimize the time patients spend on registration, reduces any mistakes due to handwritten data, protects patient privacy, and simplifies the integration of patient data into the EHR. Both medical staff and patients, established and new, benefit from the software. With patient intake software, process bottlenecks are eased, satisfaction is raised, workload is reduced, and productivity is increased.
Interactive patient care software: Interactive patient care (IPC) systems allow healthcare providers to engage, entertain, and educate patients across the care via tablets, multimedia devices, in-room TVs, and online patient portals. IPC solutions initially referred to the caregiver communications and resources provided to the patient at the physical bedside, but the solutions have evolved to include educational resources that the patient and their family could access even after discharge from the hospital. Patients benefit from IPC systems’ ability to diminish their isolation, loneliness, and confusion. In turn, IPC systems help hospitals and healthcare organizations improve patient outcomes and care quality, as well as diminish readmission rates.
Patient case management software: Patient case management software improves quality of care and, ultimately, patient experience by optimizing the coordination of care across a hospital, practice, or ancillary care clinic. Patient case management software centralizes aspects of patient care such as scheduling, charting, treatment planning, and medical billing to accurately determine the health status of a patient. Case managers can utilize patient case management software to facilitate clinical communication and collaboration, as well as deliver better post-discharge care. Therefore, patients too benefit from effective patient case management software, which can offer them personalized services tools similar to an IPC system that they would have had access to during treatment.
Challenges with Patient Relationship Management (PRM) Software
Integrations: Patient relationship management solutions often have integrations with a variety of other external applications. This option will save administrators time on manually transferring data back and forth through third-party applications. Vendors may also charge for additional integrations.
Data migration: It can be difficult to move data from one product to another due to the exclusivity of the vendor’s hosted platform. Users may face difficulty in migrating their data successfully. Questions about data migration should be addressed in vendor demos and discussions.
Security: Healthcare organizations need to have a proactive approach to security because cybersecurity threats are real. People can be the greatest asset to preventing cybercrime. Leaders need to train all employees on security issues. Data breaches can cause serious issues for the reputation of an organization and result in fines due to HIPAA compliance failure.
Training and onboarding: Like any piece of technology, effective training courses and onboarding will speed up the adoption of the patient relationship management software. The quicker practitioners and administrators become comfortable with the software, the more empowered they will feel when utilizing and communicating about the solution. Regular training will also reduce any wrong use, insufficient documentation, or miscommunication. Training will benefit staff when it comes to professional development training courses, competency building, and maintaining compliance.
How to buy Patient Relationship Management (PRM) Software
Requirements Gathering (RFI/RFP) for Patient Relationship Management (PRM) Software
There are many issues to consider when choosing a patient relationship management software. There are unique needs to be considered when assessing software to purchase—size and team member count, onboarding process, software cost, vendor customer support options, mobile compatibility, and customization are some of them. Buyers must determine what set of features will help the users be more efficient and meet the needs of the claims management process.
Compare Patient Relationship Management (PRM) Products
Create a long list
An initial list of potential patient relationship management solutions should include any products that meet the basic feature requirements. At this point, buyers should be aiming to get a sense of the options that meet their essential needs.
Create a short list
After a long list has been created, it’s time to look at each product in more detail to determine if it will meet the needs of the healthcare providers interested in purchasing this software. This should include evaluating additional features of each product beyond the ones identified as essential to determine if additional functionality would provide more value, efficiencies, and compliance requirements. Scalability is particularly important and determining if new features can be added in the future, such as more users or more courses.
Conduct demos
Demos are a great opportunity for buyers to see how the software works. Only the shortlisted vendors should be invited to demonstrate their solutions. Demos should be performed live, using the system, and not through slide decks and screenshots. All vendors should follow a predetermined scenario that simulates the business processes of the buyer. Buyers should request to see a walkthrough from the perspective of all users to understand how the interface looks for both sides and ensure it is user friendly for everyone.
When narrowing down the list of vendors, buyers should consider questions such as:
- How does the pricing model for this product work? Are there capital and recurring costs? What are the annual licensing and maintenance costs?
- How well known is the vendor? Do they have a sizable amount of clientele in the healthcare industry?
- Can specific user restrictions be assigned depending on user type?
- How well does the patient relationship management software work on mobile devices?
- How easily can the patient relationship management software be grown to support a larger number of users and content?
- Is the software compliant with healthcare security and privacy protocols and regulations?
- Is there a disaster recovery plan? Where are the servers hosted?
Selection of Patient Relationship Management (PRM) Software
Choose a selection team
To choose a selection team, decision makers need to involve subject matter experts from all teams that will use the system. For any organization, this will likely involve healthcare practitioners, office staff, claims management employees, and decision makers. An IT administrator should also be present to weigh in on technical concerns with the products. The selection team should be a representation of the people who will use the system.
Negotiation
After narrowing in on the preferred product, it’s time to negotiate a pricing package. Buyers must consider the pricing model of the software such as, whether the seller charges a flat monthly fee or, more commonly, charges a fee based on how many user seats the buyer needs. Buyers should also note if they can negotiate to add more user seats to a package that would otherwise meet their needs. They might also consider negotiating a discount in exchange for signing a multi-year contract.
Final decision
The final decision should rest with the primary users of the software, such as managers and their employees. All parties should consider whether the software is easy to use, easy to implement, improves operational efficiency, and allows for a better patient experience.
