Patient Relationship Management

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1 Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management SAP AG or an SAP affiliate company.

2 Attract and Delight the Empowered Patient Engaged Consumers Information Transparency Satisfied Patients Healthcare consumers are empowered by social networks, digital connections and by having access to their own healthcare data. To attract, delight, and retain patients, healthcare organizations must gain the insight needed to understand customers and exceed their expectations. Organizations must also grow market share, control costs, and deliver exceptional clinical, financial, and quality outcomes all while effectively managing patient populations. How can healthcare organizations compete effectively for patients? Today s empowered consumers are digitally connected, socially networked, and better informed. They seek care from a variety of providers, depending on who best meets their need. To enable transparent access to patient information and effectively coordinate care, healthcare providers must integrate patient data from disparate sources. Technology has changed the way consumers manage their banking, travel, and shopping transactions. Now consumers want the same control in managing their healthcare, especially when it involves lifestyle and age-related health concerns and just staying healthy. To engage meaningfully with patients, providers must provide individualized information as well as personalized treatment options and care. As healthcare spending rises, consumers seek clear information on the cost of treatment so they can make accurate comparisons. Many people equate the most expensive treatments with the best care, but experienced providers can create value by building trusted relationships with their patients. 2 / 22

3 Empower Consumers with Information Transparency Engaged Consumers Information Transparency Satisfied Patients Healthcare organizations must provide transparency so consumers can gain insight and make wise choices. Visibility into medical outcomes, physician ratings, services offered, cost of care, and patient satisfaction help consumers to evaluate options and engage in care decisions. Healthcare organizations can use collaboration tools, social media and personalized information, care and treatment to create experiences that help attract and retain patients and exceed their expectations across care settings. Best-Run Healthcare As patients evolve from passive recipients of care to engaged, knowledgeable consumers, they need information to make wise decisions. Today s educated consumers require a transparent view into provider and service information. Healthcare organizations must provide intuitive access to accurate, reliable data. By providing this information through multiple channels including self-service portals, social media, and health tools such as trackers, health logs, and condition-specific apps organizations can improve their ability to attract and retain patients. When patients know what to expect, they have a better healthcare experience. By using information to create close, collaborative interactions and by delivering high-quality, responsive services, organizations can build loyalty and increase patient satisfaction. SAP Patient Relationship Management and analytics solutions from SAP can help. They provide 360-degree visibility that enables organizations to better understand patient needs and preferences, while accessing patient information seamlessly to provide the best care experience. 3 / 22

4 Improve Satisfaction and Outcomes Engaged Consumers Information Transparency Satisfied Patients To attract and retain patients, best-run healthcare organizations enhance patient experiences with superior customer service, personalization, and satisfaction in all interactions. They engage patients with meaningful interactions and provide easy access to consumer data and healthcare information. By delivering a patientcentered experience, organizations foster consumer satisfaction and loyalty while growing market share. Provide personalized, high-quality responses to patient inquiries and requests 38% Lower rate of emergency department readmission within 30 days, as recorded by the top 25% of hospitals Source: SAP Performance Benchmarking Reduce administrative workload and streamline processes throughout the patient care experience Raise the quality of care, which reduces readmission rates Improve services to increase patient and physician satisfaction and patient loyalty Enable seamless workflow for clinical and supporting processes to increase staff productivity and decrease the cost of care 4 / 22

5 Engaged Consumers Information Transparency Satisfied Patients SAP mobile, cloud, and analytics solutions let consumers intuitively and efficiently engage with healthcare providers. Cloud-based collaboration tools, social media analytics, and mobile customer-service offerings allow providers to stay in touch with customers, provide consistent customer service, and effectively manage patient relationships anywhere, anytime, and on any device. Sophisticated applications help providers create a single source of complete, accurate information on healthcare services. Analytics allows companies to monitor performance while resolving patient issues no matter which channels are used to report them. Cloud solutions enable rapid, low-risk deployment with a minimal IT footprint. Database and technology solutions such as the SAP HANA platform enable real-time analysis of massive amounts of patient data which helps improve clinical outcomes. Mobile solutions provide real-time access to vital information, which eliminates information silos, streamlines processes, and increases staff and patient satisfaction. 5 / 22

6 Effectively Manage Patient Relationships Marketing Patient Services Healthcare Analytics Why SAP? Marketing Use market intelligence, market segmentation, and campaign and lead management to reach prospective patients, which can boost revenue growth and market share. Patient Services Efficiently manage patient requests and complaints, simplify appointment scheduling, and increase visibility into information about physicians, services, and costs. Healthcare Analytics Develop and maintain positive and profitable relationships with referring physicians by measuring and monitoring outcomes. 6 / 22

7 Patient Relationship Management Marketing Patient Services Healthcare Analytics Marketing Patient Services Treatment, Administration, and Billing Healthcare Analytics Analyze Customer Base Segment Patient Base Why SAP? Campaign Identify New Referral Sources Execute Campaigns Contact Management Social and Customer Engagement Analysis and Insight Patient Inquiry Schedule Appointment Complete Patient Registration Coverage Approval Create Quotation Patient Care Delivery Identify New Areas for Service Expansion Patient Treatment Management of patients and patient relationships are interconnected to help acquire and retain patients and deliver superior care. Outcomes Management Measure Campaign Performance Measure Customer Service Performance Publish Patient Outcomes Execute Follow-Up Manage Complaints Capture Patient Satisfaction Activity Capture and Verification Invoice/Payment Handling 7 / 22

8 Marketing Marketing With SAP marketing software, organizations can perform market intelligence and segmentation while managing campaigns and leads. With these capabilities, marketers can identify and attract patients and referrers, grow market share, generate loyalty, and increase satisfaction. 57% Reduction in customer churn for the top 25% of organizations, compared with average organizations Source: SAP Performance Benchmarking Integrated CRM marketing tools help healthcare organizations analyze the patient base, collect statistical data, execute campaigns, publish outcomes, and measure the results of marketing activities. A single source of accurate, integrated, and holistic patient, referral, and service information gives healthcare organizations a better way to streamline contact information and optimize referrals. Patients can choose the information they want to receive and specify how providers should contact them. Analytic capabilities help marketers track return on marketing investments and brand awareness. In addition, decision makers can identify new sources of referrals and healthcare service expansion priorities. SAP HANA can help marketers combine this information with demographic, location, and consumer data to make the most of consumer interactions. With powerful dashboard displays, the platform helps users monitor and understand patient values, needs, and preferences so you can engage patients with personalized experiences. 8 / 22

9 Attract and Retain Patients Through Clear Insights Marketing 14% Of organizations have highly mature support for leveraging management dashboards to gain full visibility into marketing planning and budgeting Source: SAP Performance Benchmarking With effective marketing, healthcare organizations can analyze the patient and referrer base to gain knowledge of the market s needs and their ability to meet those needs. Analysts can accurately identify and target new sources of referrals and pinpoint service areas that need to be expanded so the organization can develop a service offering plan that aligns with strategic goals and meets the needs of patients and communities. Collecting, maintaining, and integrating accurate statistical, operational, and patient data reduce patient frustration with having to provide the same information to different departments, improving patient satisfaction. Sharing a single source of data throughout the organization by integrating CRM systems with patient management processes promotes efficiency and coordination. And treating the healthcare consumer as a known entity builds trust and loyalty. Combining information provided by patients with statistical data enables providers to design and execute effective marketing campaigns that target specific patients or markets. Publishing patient outcomes and satisfaction survey results helps enhance confidence and trust. By measuring the outcomes of marketing activities, providers can better understand the effectiveness of the activities and refine plans for future efforts. 9 / 22

10 Engage with Patients and Grow Market Share Marketing Understand the market, build patient relationships, and grow market share with solutions from SAP. By providing a 360-degree view of patient, referrer, and service data, SAP solutions help marketers provide excellent customer service experiences by making interactions effective and personalized. 16% Of organizations have a 360-degree view of customers, enabling them to optimize interactions Source: SAP Performance Benchmarking Marketing solutions from SAP help healthcare providers improve customer retention, loyalty, and marketing effectiveness by providing a single source of accurate patient, referrer, and service data. This data helps marketers plan, manage, and execute marketing campaigns to attract patients and help ensure that all future interactions are targeted and productive. By understanding marketing effectiveness, the increasing number of cases, and ways to attract the most profitable ones, organizations can reduce their marketing costs. Advanced predictive and behavioral analytics help marketers discover new customer segments, make product offers, and optimize referrals. These solutions also help increase the number of qualified leads from campaigns. Marketing analytics and reports help users monitor operational and resource status, marketing effectiveness, and revenue growth. The integration of customer relationship management and patient management data enables personalized and targeted patient interactions and drives customer satisfaction. 10 / 22

11 Innovations for Marketing Marketing 53% Of organizations report a big gap between the availability of Big Data and the ability to analyze it for insights Source: SAP Performance Benchmarking Big Data and innovations in enterprise mobility, analytics, and the cloud give healthcare organizations opportunities to lower costs, improve collaboration, engage proactively with patients, and execute effectively. These innovations help providers deliver high-quality care and services that improve patient satisfaction and retention. SAP HANA Use in-memory computing to analyze huge data volumes, including entire patient populations, in milliseconds. Processes that once took days can be executed in minutes. Analytics Analyze consumer segments, target the right audience with appropriate offers, and manage relationships better. Access and compile disparate data in real time and use it to create a 360-degree view of customer information. Conduct rapid patient information searches. Understand customer segments and behavior and optimize marketing campaigns. Cloud Use on-demand solutions that help marketers proactively engage with healthcare consumers through social media. Mobile Increase patient satisfaction by making it easier to access the information they need via mobile devices. 11 / 22

12 Patient Services Patient Services 25% Of organizations fully leverage multichannel communication to optimize customer contact Source: SAP Performance Benchmarking A cross-organizational view enables healthcare organizations to efficiently manage patient requests and complaints with personalized interactions that build loyalty. Patients can schedule appointments and identify physicians, services, and costs. This approach lowers wait times, increasing patient satisfaction and retention. Healthcare organizations can streamline services and improve interactions between patients and their doctors. A comprehensive complaint management process helps accelerate resolution and improve satisfaction. Also, patients can rate provider interactions and complete patient satisfaction surveys. With a complete view of patient data, marketing and service departments can optimize the marketing channel mix, so targeted patients are contacted through their preferred channels. Providers can also organize services offered, schedule appointments, track treatment outcomes, and measure performance and quality outcomes. By using the software to improve patient services, providers can build positive relationships, enhance satisfaction, improve performance and grow repeat business. 12 / 22

13 Enhance Service Quality and Complaint Management Patient Services By helping healthcare organizations understand their own performance, SAP software with embedded analytics helps them measure performance and enhance patient service quality. Contact management features help organizations efficiently process patient service requests with reduced wait times. Agents can access the contact database to help resolve consumers inquiries and complaints. Providers can also personalize offerings to give patients information and offers that meet their needs. For example, a provider might offer discounts on nearby hotels to a patient who must travel to receive care. With access to data related to the services a patient receives, organizations can offer recommendations to the patient and prepare referrals. The software can also trigger follow-up visits. SAP patient service solutions also help providers track and manage service and referral requests. Providers can identify available resources, specify accepted payment types and insurances accepted, and inform patients of schedule openings. To achieve organizational quality goals, providers can use the software to measure performance. Analysts can track metrics such as appointment wait times, response times, inquiry resolution times, and patient satisfaction levels. 13 / 22

14 Improve the Patient Experience in All Interactions Patient Services Patient-centered care boosts consumer satisfaction, enhances the quality of healthcare services, and can reduce readmissions. Better coordination and care efficiencies lower the overall cost of care and encourage patient engagement and loyalty. Together, these results can provide a competitive advantage. SAP software helps providers build better patient relationships with every interaction. They can enhance patient experiences with personalized responses based on past interactions and patient-focused service. Streamlined processes reduce delays and errors. Improved communication enhances efficiency and care coordination and lessens duplicate efforts. Purposeful communications in which the right information is delivered through the right channel at the right time help providers attract patients and increase patient conversion rates and net promoter scores. Improved transparency gives patients access to data needed to make informed choices and better care decisions. With intuitive access to unified patient, physician, and service data, agents can guide patient interactions and quickly resolve complaints, lowering the cost of service and support. These features help providers deliver highquality service and care the right prescription for customer satisfaction and loyalty. 14 / 22

15 Innovations for Patient Service Patient Services Patients cannot wait to use their computers to access essential healthcare information. They want on-the-go access to data. Using mobile technology such as SAP CRM powered by SAP HANA, allows healthcare organizations to deliver anytime, anywhere access to up-to-the-minute information. 48% Of organizations foresee a need for predictive modeling and complex optimization techniques for Big Data analysis Source: SAP Performance Benchmarking Mobile Mobile solutions help patients get information when and where they need it for intuitive access to data about services and providers. SAP CRM powered by SAP HANA The in-memory technology of SAP HANA offers rapid search and response to patient queries. With SAP CRM, call center agents can work faster to provide more efficient patient service. Analytics Tools such as the SAP Social Media Analytics application by NetBase help providers better understand healthcare consumers and deliver targeted communications that increase patient satisfaction. Applications The SAP Audience Discovery and Targeting analytic application helps marketers rapidly segment large customer populations. The SAP Customer Value Intelligence analytic application delivers insight to help planners invest the right resources into the right customers, products, and channels. 15 / 22

16 Healthcare Analytics Healthcare Analytics By continuously synchronizing administrative customer and patient data, SAP software provides a unified analytics model. This capability enables providers to match patients to relevant marketing campaigns and empowers call-center agents to satisfy patient inquiries with access to patient records. Cross-functional visibility into care delivery, quality, and cost-saving measures enables healthcare organizations to realize better outcomes and higher patient satisfaction. For example, care agents and representatives can act on patient needs in real time and proactively by interjecting predictive results into organization-wide applications and processes. Marketers can capitalize on data-driven insights to make intelligent business decisions that maximize ROI. They can also measure and track social and patient engagement and gain insight into market changes and marketing activity outcomes. Whether the patient is inside or outside the hospital facility, providers can manage and maintain patient relationships in a personalized manner. Analyzing patient surveys and complaints to measure service performance gives providers opportunities to increase consumer satisfaction and loyalty. 16 / 22

17 Track and Measure Performance Healthcare Analytics With predictive analytics, healthcare organizations can monitor patient satisfaction. Service representatives can actively request patient feedback by conducting surveys. They can track survey completion rates and analyze the data to determine overall satisfaction sentiment. And when needed, representatives can follow up with patients to get more information about their feedback. As a result, providers can uncover new opportunities for improving service quality and net promoter scores. Analytics capabilities can also have a significant impact on marketing. Decision makers can measure campaign performance by mapping campaign costs to financial revenue. They can also track response rates and call-to-appointment conversion rates as they happen in real time. Analytics solutions from SAP provide a unified approach to preparing, visualizing, predicting, and sharing patient data and insights. Providers can automate data preparation, as well as build and deploy capabilities for scheduling, performance monitoring, reporting, and alerting. More important, no matter how little or massive the data load, all of this analysis can be done within minutes. 17 / 22

18 Real-Time Insights into Facility and Patient Data Healthcare Analytics Unified administrative and clinical data gives healthcare providers the power to transform large volumes of data from diverse sources into actionable information. Greater visibility yields better insights. As a result, patient care becomes affordable and efficient when patient interactions are managed across providers affiliated with the organization. Hospitals can achieve better outcomes and higher patient satisfaction when they have cross-functional visibility into quality and costsaving measures. This capability improves services provided to patients, leading to lower costs due to greater efficiencies. Insight into patient history and preferences, as well as resource availability across institutions, helps optimize patient service and operational efficiency. For example, patients will not have to provide similar information every time they interact with the provider. By keeping a central database that houses and updates patient information, the call center can access patient records to quickly meet patient inquiries and issues. As a result, patients leave with an impressive experience that helps them feel secure that they are getting the care they deserve. By fully managing and maintaining each patient relationship in a personalized manner, providers can yield high patient satisfaction rates and greater loyalty. 18 / 22

19 Innovations for Healthcare Analytics Healthcare Analytics For better patient and operational outcomes, healthcare organizations need to drive proactive, real-time collaboration across a network of providers. Innovations from SAP enable decision makers to measure performance and gain new efficiencies. Integration Combining and synchronizing patient data housed in a CRM system and a patient management solution form a foundation for generating a complete view of each patient s interactions within and outside the hospital facility, including a cross-organizational view of the patient s history. 19 / 22 SAP CRM powered by SAP HANA The in-memory technology of SAP HANA offers rapid search and response to operational queries. Decision makers can work faster to uncover new opportunities for growth and efficiency. Analytics With predictive analytics capabilities, providers can better understand healthcare consumers and deliver targeted communications and operational improvements that increase patient satisfaction.

20 Why SAP? Marketing Patient Services Healthcare Analytics Why SAP? SAP solutions for healthcare providers enhance quality care and drive improved outcomes. These solutions offer an integrated view of key processes across the continuum of care and promote real-time collaboration between patients and clinicians anytime and anywhere. Tightly Integrated Business Solutions SAP offers a comprehensive portfolio of solutions for the healthcare industry, enabling providers to focus their key business processes and activities on delivering the highest quality of patient care. Breakthrough Technology Innovations The SAP solution portfolio is based on the industry s most innovative technology foundation including SAP HANA, mobile solutions, analytics, and cloud solutions that enable business process optimization and efficiency at the lowest possible cost. 40 Years of Delivering Value to Healthcare Providers Leading healthcare providers around the globe rely on SAP software to enable every aspect of their business. With SAP solutions as a foundation, these providers deliver high-quality, costeffective patient care. 20 / 22

21 Find Out More About How Your Organization Can Become Best-Run Benchmark Your Performance Position your organization for dominance in this new economy with the business performance benchmarking program from SAP available free to SAP customers and select prospects. The SAP benchmarking program has helped more than 3,000 organizations assess their strengths, uncover areas for improvement, and identify best practices and IT strategies that generate clear, tangible value not someday, but today. Go Live in Weeks Here s the fastest way to run your business better: our rapid-deployment solutions. In one package, you get everything you need to be up and running quickly including preconfigured software and implementation services in just weeks. With a defined scope and predictable costs, there are no surprises. Join Your Community of Practices Visit valuemanagement.sap.com >> Visit sap.com/solutions/rds >> Every day, SAP Community Network (SCN) changes the way that thousands of SAP users work. It lets members help one another solve problems, learn, and invent new ways to get things done faster. Find out how to connect with people, content, and resources. Visit scn.sap.com >> 21 / 22

22 Solution in Detail Healthcare Executive Summary Contact Us Studio SAP 31167enUS (14/06) https://twitter.com/sap_healthcare https://plus.google.com/+sap#+sap/posts SAP AG or an SAP affiliate company.

23 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ( SAP Group ) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Please see for additional trademark information and notices.

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