Dynamics 365
Dynamics 365 Customer Insights
Unifies customer records from several source systems into one profile.
Healthcare · Business Applications
Patient outreach that people actually respond to
A multi-site regional health system, United States. Communication delays and fragmented patient data were limiting access to care. Outreach was generic, arrived late, and the organization could not tell which channels were working.
The situation
What the organization was dealing with
Communication delays and fragmented patient data were limiting access to care. Outreach was generic, arrived late, and the organization could not tell which channels were working.
Patient outreach is one of the few places in healthcare where a marketing problem and a clinical problem are the same problem.
What was done
The work, and the part that was actually hard
Patient engagement was rebuilt on Dynamics 365 Customer Insights with Microsoft Cloud for Healthcare.
The work was less about the campaign tooling than about the data underneath it.
Results
What was published
These are the figures exactly as reported in the source.
Patient response rate87%
Projected system-wide savings$8M+
Unified patient data view1
What changed
- Personalised outreach across screening, lab follow-up and preventive care reminders
- Diagnostic revenue increased through improved follow-through on recommended tests
- Message fatigue reduced by adapting to individual channel preferences
- Programme extended to further regions and service lines after early results
Platforms involved
What each product was doing here
Industry cloud
Microsoft Cloud for Healthcare
Industry data model and connectors that integrate patient data.
What transfers
If you were to attempt this
The pattern transfers to any provider organization with a recall, screening or follow-up obligation.
Where it usually gets harder than expected: The hard part in any replication of this is consent and message fatigue.
How we would take it on
Our approach to Business Applications work
1
Shadow the real process
We sit with the people doing the work and watch what actually happens.
2
Design against your own data
We prototype and show your own records.
3
Go live in a contained phase
Launch gradually by site or department.
4
Measure against the baseline
Track agreed KPIs and targets.
Recognise the problem?
Tell us where it hurts most.
Talk to our teamMore Business Applications storiesWe reply to every message within one business day.
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Others you may want to read
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