Customer Relationship Management

Customer relationship management (CRM) is a vital component of the doctor-patient relationship. This is true even though patients aren’t viewed as customers in the traditional sense. Using a CRM system like Medesk, you can follow each patient’s journey all the way from the first point of contact through to treatment.

  • Analyse interactions between patients and staff every step of the way
  • Help receptionists to evaluate and improve their approach to your patients
  • Discover which clinicians are the most popular and find out why
  • Learn how cost-effective your patient acquisition channels really are
  • Keep patients in the loop with automatic emails and texts for a range of situations
  • Maintain continuity of care with timely tasks and reminders for you and your colleagues

Why is it necessary?

Modern private practices have quickly become used to the incredible perks of automatisation. After all, what’s not to like about online appointment booking, electronic health records, and automated invoicing. Nevertheless, some areas remain more behind the times than others. In particular, interacting with patients online still lacks a certain degree of finesse.

The Real Significance of CRM

Many practices unnecessarily limit themselves by only using hospital information systems (HIS) even though they do not include any CRM functions. Bypassing this problem by installing two separate apps is by no means the most effective solution. Splitting the two sources of data like this just makes a mess that you can’t untangle.

In contrast, Medesk is a comprehensive practice management solution that includes the most useful elements of the best CRM approaches. As the practice manager, you’ll receive direct access to the full history of interactions between patients and your clinic staff. In particular, you’ll benefit from the following:

  • Discover how your patients find your practice
  • Learn how much it costs you to attract a specific patient
  • Find out more about receptionists’ conversations with patients
  • Keep an eye on which doctors patients are booking with
  • Measure how much is spent by each patient
  • Gauge the clinical effectiveness of the medical treatment given

Being able to collect data and make evidence-based decisions on how to run your practice is crucial to your current and future success.

The Most Useful CRM Features:

Reliable Call Recording

Patients really don’t like having to explain their predicament to receptionists time after time. Thankfully, your patients won’t have to when your receptionists already know the patient’s name and assigned doctor ahead of time.

When you process your calls with Medesk telephony, you’ll leave your patients in no doubt that you’re on their side. As the practice manager, you can even listen to call recordings to help your receptionists improve their communication skills.

Automatic SMS and Email Notifications

With the busy, modern lives we lead, patients sometimes simply forget about their doctor’s appointments. To mitigate the risk of having a daily schedule riddled with DNAs, it’s well worth sending out SMS and email reminders.

You could even use this handy function to inform your patients of new services and special offers based on whether they are young parents, students, pensioners or just about anything else.

Timely Tasks and Reminders

There’s absolutely no need to tire yourself out with trying to remember which patients need to be called with a reminder about their next checkup. Medesk automatically reminds you to get in touch with those patients who need specific information about their appointments.

What’s more, you can push this feature even further to boost the quality of your services to patients by letting them know about their test results, requesting feedback and so on.

Electronic Health Records

It’s simply impossible to comprehend a truly modern private practice without an EHR. Fortunately, big, thick sets of notes full of semi-legible scribbles from hurried clinicians are a phenomenon that has been largely left in the distant past.

With the help of a decent EHR, you won’t lose test results and all of your practitioners will have a full understanding of each patient’s journey even if they’ve never met.

Everything you could possibly need to improve your practice’s reporting is available at the click of a button.

Flexible Online Appointment Booking

Practice receptionists are often overwhelmed with work, making it easy to forget simple details like where to send a patient for their appointment. This problem can be resolved rather simply by means of integrated online appointment booking.

Your patients will be empowered to select a convenient time, date, location, and even practitioner. This is the quickest way to ensure that you lose as few prospective patients as possible to other clinics.


A welcome bonus for your patients. Now you can return money to a patient’s account balance in the form of a cashback payment. This is an excellent tool to boost patient retention and ensure their loyalty.

Smart Business Data Analysis

Growing your practice and learning from past experience doesn’t have to involve spending vast amounts of your money and time, especially if you’ve got smart business analytics to give you a helping hand.

Now you can make much better choices to:

  • Attract the best staff
  • Purchase the most cost-effective equipment
  • Select the right marketing options

These are massive benefits that can be enjoyed whether you’re running a small private practice or a large chain of clinics.

  • Victoria Fenton
    Victoria Fenton
    Integrative Medicine, Personalised Wellbeing
    Such a great, customisable system which will save me time, maintain absolute professionalism and makes running the management side of my business so simple.
  • Dr Hind Al-Husain
    Dr Hind Al-Husain
    The Holistic Womens Clinic, Founder and Holistic Gynaecologist
    I was very impressed with the professionalism and care taken to setup Medesk as my practice management system. Whilst dealing with Dr May, I was confident in his ability to deliver the product I wanted in the way I wanted - which he did in the time frame agreed and was readily accessible throughout. Medesk is a fantastic system which is intuitive, user-friendly and very easy to use without any loss of high-end functionality and is fully compliant with all legislation.
  • Shirley McDonald
    Shirley McDonald
    Consultant Trichologist, The Hair and Scalp Clinic
    The best booking system if you have more than one employee. The support provided was great. Platform offers a bunch of customised features. Could be not as competitive as other similar products however, does offer more overall.
  • Deborah Creedy
    Deborah Creedy
    Glasgow Medical Rooms, Practice Manager
    The team at Glasgow Medical Rooms felt that the growth of the Practice required a bespoke software system for patient records and appointments. The process is almost at completion, support from the Medesk team has been excellent and responsive and we have a system which is user friendly and programmed to our individual needs.