This IDC Health Insights report presents the value proposition, key elements, and essential guidance for providers interested in CRM technology as an approach to patient engagement. The implementation of accountable care, in both the private and the public healthcare sectors, has led hospitals and emerging ACOs to a newfound focus on outcomes, patient engagement, and a holistic view of the patient experience. As hospitals seek to implement new business models and approaches to arrive at accountable care, they will need new technology capabilities to support the business, including tools for patient and provider engagement, centralized services and scheduling, and operational analytics, capabilities historically associated with enterprise CRM in other industries. This environment is leading hospitals and ACOs to explore and invest in enterprise CRM.
According to Judy Hanover, research director, Provider IT Strategies, "Putting CRM technology infrastructure in place represents an investment in the future for healthcare providers that want to compete and succeed under accountable delivery."