For Clinical Pathology Laboratories Seeking to Create Value for Physicians and Patients, Real-Time Analytics Systems Are Becoming Indispensable Management Tools
Use of customer relationship management (CRM) systems is becoming more widespread as progressive medical labs and pathology groups use them to boost service levels and win greater market share
If there is a single “big trend” in pathology and clinical laboratory informatics today, it is the acquisition and use of software that makes it possible to access a wealth of data in real time. This trend is due directly to the need for medical laboratories to cut costs while sustaining and improving quality in every aspect of lab testing.
One part of this trend for increased use of real-time analytics can be seen in the decision by some innovative clinical lab organizations to invest in a customer relationship management software system (CRM). These systems make it possible for lab managers to use the CRM to monitor a wide range of activities, particularly in tracking relations with client physicians. Some CRMs also can report data on a variety of medical and pathology laboratory performance measures every hour of every day.
A handful of hospital and health system laboratory outreach programs have recognized how their use of a CRM gives them a competitive advantage in the lab testing marketplace. These labs use their CRMs to boost productivity and profitability of their outreach sales and marketing efforts. (more…)