Patient relationship management
Health Organizations have always concentrated on physicians their sole customers. Bringing Patients into ambit of "customer" would provide a comprehensive view to these delivery organizations. The new "customer" definition will improve efficiency and effectiveness of the service especially around customer / patient enquiries, patient interaction management, 360 degree view of the patient et al. Most of the initiatives around a comprehensive patient management are still in its infancy. Data definition management around the "customer" is the first step for Health delivery organizations to build an optimal, efficient and a cost effective process.
Comments
Very interesting note!
Some of the pioneering global pharma companies have already initiated patient care programs. In fact, to get patient information, they have been introducing patient care programs, etc.
Two big problems in patient relationship management are going to be around a) the type of information that can be captured (sensitivity/regulatory issues) and b) what to do with this information. I believe the second piece of the puzzle will take some time to crack!
Posted by: Badri | February 14, 2009 2:08 AM
An important reason for Pharmacos to develop PRM programs is to improve patient compliance to drug therapy. PRM programs are particularly developed for patients on chronic therapy (one which requires long term or life long therapy) - smoking cessation, lipid lowering, arthritis are some examples. Improvement in patient compliance not only helps pharmcos improve prescription numbers but above all helps them to demonstrate economic benefit of the drug.
Technology can help provide multiple ways of engaging with the patient (Portal, Call Center, SMS) and also provide them with customized targeted communication. The challenge is - first to acquire patients for the program and then to keep them engaged by minimizing dropouts. The physician will have a key role to play in both.
Posted by: Samir | April 27, 2009 9:08 AM