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PATIENT RELATIONSHIPMANAGEMENT
Roma, Forum PA Sanità, 30/10/2019
Tools and processes for a Patient Centric Approach
REPLY GROUP OVERVIEWREVENUE & PEOPLE
REPLY GROUP OVERVIEW
REPLY GROUP OVERVIEWREPLY SERVICES
CLUSTER REPLY OVERVIEW
FINANCE &
INSURANCE
CLUSTER DYNAMICSINDUSTRIES
MANUFACTURING
AUTOMOTIVE
RETAIL
CONSUMER GOODS
Competence, Methodology
& Experience
International projects
& global presenceVertical solutions
& integration
Leveraging on Reply
Network
HEALTHCARECONSTRUCTION
CHEMICAL
Gold Application Development
Gold Application Integration
Gold Cloud Business Applications
Gold Cloud Customer Relationship Management
Gold Cloud Platform
Gold Cloud Productivity
Gold Collaboration and Content
Gold Communications
Gold Data Analytics
Gold DevOps
Gold Data Platform
Gold Datacenter
Gold Enterprise Resource Planning
Gold Messaging
Gold Windows and Devices
Silver Project and Portfolio Management
COMPETENCIES& AWARDS
2016
Digital Transformation Partner
of the Year Enterprise
HiPo Partners: Emerging Azure
Partner of the Year
2017Cloud Transformation Azure
Microsoft Best Azure Solution
Provider 2018
2015Digital Transformation Partner
of the Year
CLUSTER DYNAMICSWe are specialized in Microsoft technology Consulting and System Integration
services on Business Application and Data & AI.
Business Process Analysis
Business Process Analysis on different Scenario
Process Mapping/Engineering
Project Management & PMO for IT
Project Management in Internal & External Project
PMO
Demand Management
Support on Demand Management Function
Requirement Design and Prioritization
Application Portfolio and Architecture Assessment
Application Portfolio Assessment on complex scenario
IT Roadmap and driver analysis
Architecture design and capacity planning
Architecture Design, feasibility analysis
Capacity Planning for IT Solutions
Platform/Product evaluation and Proof of Concept
• Evaluation of Product and Platforms
• POC realization
PATIENT RELATIONSHIP MANAGEMENT
NEW PATIENTS, NEW HEALTH
PATIENT RELATIONSHIP MANAGEMENT
PRM is a valuable ally to strengthen the relationship between the
healthcare provider and the patients.
PRM enables patient-centric approach to care processes, from
engagement to follow up, throughout the journey.
HOSPITAL INFORMATION SYSTEM
Source*: G. Bracchi, C. Francalanci, G. Motta (a cura di). Sistemi Informativi d’impresa, pp. 291-311, McGraw-Hill - Gennaio 2010
PATIENT RELATIONSHIP MANAGEMENT
Hospital
Communication
System
*
SUPPORTING PATIENTS & SERVICES …
The PRM collects information from different systems and can offer a single point of access for different hospital
users for a unified and real-time view of the patient's situation and his administrative history, maintaining all the
classic CRM functions for Marketing and objectives of business.
FINANCEMARKETINGCUP/ADT FRONT OFFICE LEGAL OFFICE CLINICAL OFFICES NURSES
CUP ADT EMRURGENCY ERP
PATIENT RELATIONSHIP MANAGEMENT
PATIENT ENGAGEMENT PATIENT CARING PATIENT RETENTION
HIGH LEVEL ARCHITECTURE
Dynamics 365(Business processes)
D365 for
Marketing
APP
D365 Social
Engagement
APP
D365 Voice of
the Customer
APP
360° Patient
View &
Insights
Workflow
Engine
• Survey design
• Survey execution
• Aggregated and
detailed Patient info
• Tracing of all Patient
interactions and events
• Campaign
Management
• Multi-channel
Engagement
• Social Listening
• Brand Reputation
• Business workflows
design
• WF execution tracking
Loyalty
Engine
APP
• Patient Tiering
• Promotions
• Card management
• Multichannel
notifier
• Engagement
rules
Multichannel
orchestration
Azure
Cognitive
Services
• AI
• NLP
Microsoft
Dynamics
APPs / Azure
Services
Custom built /
VerticalDynamics
APPs
Legenda
External
Service
Provider
USE CASE:PRIVATE PATIENTS
MANAGEMENT
PRIVATE PATIENTS MANAGEMENT
PRIVATE PATIENTS MANAGEMENTDOCTOR: QUOTE REQUEST
PRIVATE PATIENTS MANAGEMENTBACK OFFICE: QUOTE MANAGEMENT
Structured
operational
workflow
Focus on key
elements
PRIVATE PATIENTS MANAGEMENTPATIENT PORTAL
inviato
Pagina web a disposizione del
paziente per la consultazione e
gestione dei documenti e per
la comunicazione verso la
struttura dell’accettazione o
meno del preventivo e per tutte
le altre eventuali interazioni
USE CASE:PATIENT
RETENTION
A SMART APPROACH FOR PATIENT RETENTION
WHAT’S YOUR CHURN?
Patient churn is an ongoing challenge for practically
every (private) health care structures.
The patient retention would significantly impact the
sustainability of any organization over time improving the
quality of the care, reducing costs.
Healthcare analytics can provide insights that can help you understand patient
churn and develop a plan to address it. By examining past patient behavior and other
variables, it is possible to determine what patients are likely to do in the future.
The actions you take will depend on your unique circumstances, but there are certain
practices that will benefit any organization.
Dynamics type of segment
Conditions are computed by AI+ Insight
in near real-time
Selection of customersat risk of churn
Risk churn rate condition
D365 FOR PATIENT RETENTION
D365 FOR PATIENT RETENTION
Multi-channelsorchestration
Journey is triggered by each segment
members
Journey design elements
Churn recovery journeyto engage customers at
risk of churn
Journey trigger management
D365 FOR PATIENT RETENTION
Advanced analytics
Interaction details
D365 FOR PATIENT RETENTION
AI supported best timing decision
