Key Issue
As per client requirement, they wanted to connect with patient via tele –calling. For any query, patient could call on clinic number and could take advice or prescription with doctors easily. After consultation, he/she can buy the medicines and can pay online basis or COD basis. Invoice should be generating in pre-defined format also.
Challenges
Tele Calling
Customer connects, if he is new tele-caller will fill all the details in CRM and it will generate the code and provided to customer for future communication. If he is existing, all the customer details will be reflect on screen with code, Tele-caller will attend accordingly After that call will be transfer to Tele-Doctor, he will diagnose the problem and prescribe the medicines.Again call will be transfer to Tele-Caller; he will explain the mode of payments.i.e. Online/COD.Every action done by Tele-Doctor or Tele-Caller should have inputs in CRM with all the details.
Technical Solution
Provided a CRM with integrated Dialer (Included all basic features) to inputs every detail of patients.
Designed a CRM in a specific way except entering details of patients; Tele-Caller can add medicine quantity, amount and discount in provided Tabs. For every account of patient, related ticket no. or code will be generating for any future communication.
Provided a separate Admin panel also where Reports can be generated as per CRM. For Invoice generation, after entering all the details, amount etc. Separate invoice generation tab is provided in this panel for particular patient.
Results
The implementation of the dialer system at the healthcare Pvt. Ltd is a highly effective tool in improving patient communication, appointment adherence, and overall healthcare deliver. The automated reminders significantly reduced the number of missed appointments, leading to more efficient use of healthcare resources.