CRM in the fight against Covid-19

Some healthcare organisations are using CRM systems to manage Covid-19 patients and suspicious cases.

In some cases, healthcare organisations have used CRMs that they were already using in other areas for this purpose, other times it was the need to manage the Covid-19 emergency that led to the introduction of CRMs in the information system.

The ability to define and track relationships between people and record contact between them and health professionals is proving particularly useful both to support epidemiological investigations and carry out contact tracing, and to follow the process of surveillance and home care.

Rather than starting from scratch and developing systems capable of managing the processes that are in charge of prevention departments and territorial medicine, CRMs allow you to design and operate the required functions quickly and easily, thanks to the presence of a basic infrastructure that includes everything you need to manage contacts, relationships, data collection and communications.

The presence then of “accelerators” for healthcare that include libraries for data exchange, for example HL7 FHIR, make these tools very effective and productive.

The use of CRM in healthcare is not new in countries such as the USA and Northern Europe. In Italy, their adoption has so far been limited for two factors:

  • The lack of knowledge of these tools on the part of those responsible for the information systems of health care companies
  • The low propensity, by the main manufacturers of healthcare solutions, to change paradigm and use this software. The habit of making and developing all that is needed is very deep-rooted.
  • Another great advantage for healthcare organisations to implement solutions on CRM is the possibility to use multiple suppliers, avoiding the classic lock-in problem that exists on solutions developed ad-hoc. Around the main CRMs there are ecosystems of companies able to implement solutions or modify them.
  • If then the healthcare organisations wants to bring these solutions to the cloud, the CRM on the market are technologically native or otherwise suitable for this mode of service delivery.

    Finally, CRM are easily integrated with social and app world, thanks to the presence of dedicated functions and native “mobile” architectures.

    That’s why, in the face of the new challenges that Covid-19 has brought, it is appropriate to think in an “unconventional” way and evaluate new technologies and tools to win this difficult battle.

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