# Best Patient Relationship Management (PRM) Software - Page 4 *By [Emma Stein](https://research.g2.com/insights/author/emma-stein)* Patient relationship management (PRM) software, also known as healthcare customer relationship management (CRM) software, optimizes and supports the entire patient care journey, enables the effective flow of information within healthcare systems, and increases and nurtures patient engagement. In general terms, PRM is CRM for healthcare; in actuality, PRM is more closely related to a healthcare version of [customer journey analytics software](https://www.g2.com/categories/customer-journey-analytics), orchestrating and managing the patient experience from referral to advocate. PRM software enables patient-centric care by improving access and communication that ultimately improves patient outcomes, provider-patient relationships, and greater staff efficiency. PRM software enhances and centralizes the data and functionality of [electronic health records (EHRs) software](https://www.g2.com/categories/ehr) and [patient engagement software](https://www.g2.com/categories/patient-engagement). Significant benefits of PRM software include the aggregating of all medical records and the encouragement and emphasis of active patient participation towards their health. By leveraging PRM software, health systems and organizations can better enforce value-based care, performance, and reimbursement efforts, without compromising their delivery of quality care. To qualify for inclusion in the Patient Relationship Management (PRM) category, a product must: - Capture, update, consolidate, and share or provide access to patient health information from a variety of patient information systems - Facilitate the patient information management, synchronization, and flow within a healthcare system - Enable meaningful patient-provider interactions, including the capture of patient feedback and sentiment regarding delivery of care - Track patient journeys through clinical documentation, records management, and case updates - Extend beyond the traditional offerings of a healthcare organization to support patients in between care episodes ## Top Patient Relationship Management (PRM) Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Weave](https://www.g2.com/products/weave-weave/reviews) | 4.6/5.0 (416 reviews) | Omnichannel patient communication with EHR-integrated automation | "[Real-Time Texting Transforms Office Communication](https://www.g2.com/survey_responses/weave-review-12181652)" | | 2 | [NexHealth](https://www.g2.com/products/nexhealth/reviews) | 4.8/5.0 (119 reviews) | PMS-integrated patient engagement and recall automation | "[Flexible Insurance, Credit Card, and Messaging Options in Nexhealth](https://www.g2.com/survey_responses/nexhealth-review-12954504)" | | 3 | [Adit](https://www.g2.com/products/adit/reviews) | 4.8/5.0 (91 reviews) | Dental PMS-integrated patient communication automation | "[Adit is awesome!](https://www.g2.com/survey_responses/adit-review-12921822)" | | 4 | [Practice by Numbers](https://www.g2.com/products/practice-by-numbers/reviews) | 4.9/5.0 (104 reviews) | All-in-one dental practice analytics and patient engagement | "[Practice by numbers by far best software out there.](https://www.g2.com/survey_responses/practice-by-numbers-review-11074936)" | | 5 | [Agentforce Health (formerly Salesforce Health Cloud)](https://www.g2.com/products/agentforce-health-formerly-salesforce-health-cloud/reviews) | 3.9/5.0 (33 reviews) | Salesforce-native Patient 360 care coordination | "[Salesforce Health Cloud Review](https://www.g2.com/survey_responses/agentforce-health-formerly-salesforce-health-cloud-review-9793294)" | | 6 | [Artera](https://www.g2.com/products/artera/reviews) | 4.8/5.0 (89 reviews) | Omnichannel patient communication with EMR-integrated automation | "[Artera: Simple, Fast Campaigns with Easy Message Duplication](https://www.g2.com/survey_responses/artera-review-13051576)" | | 7 | [Solutionreach](https://www.g2.com/products/solutionreach/reviews) | 4.3/5.0 (167 reviews) | Automated patient recall and appointment communication | "[Easy Texting for Payments, Reviews, and Paperwork](https://www.g2.com/survey_responses/solutionreach-review-12625716)" | | 8 | [MaxAssist](https://www.g2.com/products/maxassist/reviews) | 4.7/5.0 (223 reviews) | Dental recall and appointment-confirmation automation | "[Game-Changer with Exceptional Support](https://www.g2.com/survey_responses/maxassist-review-12101138)" | | 9 | [RevenueWell](https://www.g2.com/products/revenuewell/reviews) | 4.7/5.0 (134 reviews) | Dental PRM with Eaglesoft-native automation | "[Helpful Insights and Great Communication](https://www.g2.com/survey_responses/revenuewell-review-13068805)" | | 10 | [sterloCare](https://www.g2.com/products/sterlo-sterlocare/reviews) | 4.7/5.0 (21 reviews) | QR-based hospital patient request workflows | "[A very effective porter management system that improved our hospital operations](https://www.g2.com/survey_responses/sterlocare-review-11988847)" | ## G2 Grid® for Patient Relationship Management (PRM) Software ![G2 Grid® for Patient Relationship Management (PRM) Software plotting products by satisfaction and market presence](https://www.g2.com/categories/patient-relationship-management-prm/grids.png?focus%5B%5D=48097&focus%5B%5D=87629&focus%5B%5D=27950&focus%5B%5D=1243521&focus%5B%5D=25965&focus%5B%5D=101319&focus%5B%5D=42689&focus%5B%5D=97244) Highlighted products: Weave, NexHealth, Adit, Practice by Numbers, Agentforce Health (formerly Salesforce Health Cloud), Artera, Solutionreach, and MaxAssist. Underlying data: [Grid® JSON](https://www.g2.com/categories/patient-relationship-management-prm/grids.json?focus%5B%5D=weave-weave&focus%5B%5D=nexhealth&focus%5B%5D=adit&focus%5B%5D=practice-by-numbers&focus%5B%5D=agentforce-health-formerly-salesforce-health-cloud&focus%5B%5D=artera&focus%5B%5D=solutionreach&focus%5B%5D=maxassist) ## How Many Patient Relationship Management (PRM) Software Products Does G2 Track? **Total Products under this Category:** 85 ### Category Stats (Jul 2026) - **Average Rating**: 4.55/5 (↑0.01 vs Jun 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: Adit (+0.29%) - Among all products in this category, Adit recorded the largest rating increase compared to last month *Last updated: July 18, 2026* ## How Does G2 Rank Patient Relationship Management (PRM) Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 2,900+ Authentic Reviews - 85+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Which Patient Relationship Management (PRM) Software Is Best for Your Use Case? - **Leader:** [Weave](https://www.g2.com/products/weave-weave/reviews) - **Highest Performer:** [Practice by Numbers](https://www.g2.com/products/practice-by-numbers/reviews) - **Easiest to Use:** [Weave](https://www.g2.com/products/weave-weave/reviews) - **Top Trending:** [Weave](https://www.g2.com/products/weave-weave/reviews) - **Best Free Software:** [MaxAssist](https://www.g2.com/products/maxassist/reviews) --- **Sponsored** ### DoctorConnect.net What is DoctorConnect.net? Overview: DoctorConnect.net is a complete patient engagement and communication platform built for healthcare providers who want to automate daily operations and improve the patient experience. The system simplifies reminders, messaging, recalls, surveys, payments, and more—helping practices reduce no-shows, streamline workflows, and strengthen patient relationships. History: Family-owned and operated since 1992, DoctorConnect.net was created to bridge the communication gap between providers and patients. Over the years, it has evolved into a trusted healthcare automation platform used by practices nationwide, backed by 15+ years of HIPAA-compliant reliability and zero security violations. Key Features: ARIA Phase 1 – AI Receptionist Answers and triages patient calls 24/7, handles FAQs, and transfers callers to staff when needed. Reduces missed calls and cuts answering service costs by up to 80%. ARIA Phase 2 – AI Scheduling Automation Expands ARIA’s capabilities to manage scheduling, rescheduling, and cancellations directly inside DoctorConnect in real time. Syncs with EHR systems for a fully autonomous scheduling experience and reduces staff workload by up to 70%. Automated Appointment Reminders Sends customizable reminders via text, email, or phone to minimize no-shows and keep schedules on track. 2-Way Secure Messaging Enables quick, HIPAA-compliant communication between patients and staff through real-time text conversations. Automated Recall & No-Show Messaging Keeps patients on track for follow-ups and automatically reaches out to reschedule missed appointments. Digital Documents & Payments (RevPay) Streamlines intake forms and simplifies billing with secure online payments for copays and balances. Telehealth & Surveys Provides virtual visits and automated post-appointment surveys to improve access, feedback, and reputation management. DoctorConnect combines proven patient engagement tools with next-generation AI technology to deliver measurable ROI, reduce labor costs, and enhance patient access across every communication channel. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1581&secure%5Bchosen_at%5D=2026-07-18T17%3A03%3A35Z&secure%5Bdisplayable_resource_id%5D=1581&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1581&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=44986&secure%5Bresource_id%5D=1581&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fpatient-relationship-management-prm&secure%5Btoken%5D=30bda3838b9040754f0c2bceed5d8291a1dd3fca51f84388220f2195748115ca&secure%5Burl%5D=https%3A%2F%2Fwww.doctorconnect.net%2Ffeatures%2F&secure%5Burl_type%5D=product_website) --- ## What Are the Top-Rated Patient Relationship Management (PRM) Software Products in 2026? ### 1. [Pieces](https://www.g2.com/products/pieces/reviews) Pieces Technologies is a physician-led company specializing in ensemble AI solutions designed to support healthcare teams by streamlining clinical workflows and enhancing patient care. Their AI-powered products aim to reduce clinician burnout, improve clinical documentation, and facilitate efficient patient care delivery. **Who Is the Company Behind Pieces?** - **Seller:** [Pieces](https://www.g2.com/sellers/pieces) - **Year Founded:** 2015 - **HQ Location:** Irving, US - **LinkedIn® Page:** https://www.linkedin.com/company/pieces-technologies/ (73 employees on LinkedIn®) ### 2. [Qunosuite](https://www.g2.com/products/qunomedical-gmbh-qunosuite/reviews) Founded in 2015 and based in Berlin, Qunomedical operates a digital health platform and is at the forefront of healthcare innovation with a dual approach that caters to both individuals and businesses. The company collaborates with healthcare providers in over 35 countries, serving approximately 10,000 patients monthly. The platform operates on two principal axes: Qunomedical for individual patients and Qunosuite for healthcare providers. Qunosuite, a Software-as-a-Service (SaaS) for “patient relationship management” (PRM) within the healthcare sector, is our business-to-business (B2B) offering aimed at facilitating digitization for hospitals and clinics. Under the Qunomedical umbrella, we put individual patients first. Each month, we guide hundreds of individuals to suitable healthcare providers across a multitude of treatment categories. **Who Is the Company Behind Qunosuite?** - **Seller:** [Qunomedical](https://www.g2.com/sellers/qunomedical) - **Year Founded:** 2015 - **HQ Location:** Berlin, DE - **LinkedIn® Page:** http://www.linkedin.com/company/qunomedical (46 employees on LinkedIn®) ### 3. [Relation Therapeutics](https://www.g2.com/products/relation-therapeutics/reviews) Relation Therapeutics is a biotechnology company dedicated to developing transformative medicines by integrating advanced technologies into the drug discovery process. Their proprietary "Lab-in-the-Loop" platform combines single-cell multi-omics directly from patient tissues, functional assays, and machine learning to gain unprecedented insights into human biology. This approach enables the identification of novel therapeutic targets and the development of treatments for diseases with significant unmet medical needs. **Who Is the Company Behind Relation Therapeutics?** - **Seller:** [Relation Therapeutics](https://www.g2.com/sellers/relation-therapeutics) - **Year Founded:** 2019 - **HQ Location:** London, GB - **LinkedIn® Page:** https://www.linkedin.com/company/relation-therapeutics (104 employees on LinkedIn®) ### 4. [Santé Conversas](https://www.g2.com/products/sante-conversas/reviews) Santé Conversas é uma plataforma de atendimento multicanal com inteligência artificial para clínicas, consultórios e profissionais da saúde. Centraliza WhatsApp, Instagram Direct, Facebook Messenger e webchat em uma única caixa de entrada, com agente de IA chamado Fer, capaz de agendar consultas, tirar dúvidas frequentes, qualificar leads e realizar follow-up automático com pacientes. Reduz o tempo médio de resposta, aumenta a taxa de conversão de leads em primeira consulta e diminui a taxa de faltas em agendamentos. Possui integração nativa com sistemas de gestão clínica como Santé Odonto e Santé Clinic. Atende dentistas, médicos, esteticistas, fisioterapeutas, psicólogos, nutricionistas e demais profissionais da saúde. Plataforma desenvolvida por Santé Sistemas, empresa brasileira operando desde 2018, com mais de 12 mil profissionais ativos em sua base. Disponível em 4 países (Brasil, Portugal, Paraguai, Argentina). Plano inicial a partir de R$ 437/mês. **Who Is the Company Behind Santé Conversas?** - **Seller:** [Sante Sistemas](https://www.g2.com/sellers/sante-sistemas) - **Year Founded:** 2017 - **HQ Location:** Cascavel, BR - **LinkedIn® Page:** https://www.linkedin.com/company/santesistemas (28 employees on LinkedIn®) ### 5. [Spinsci](https://www.g2.com/products/spinsci/reviews) SpinSci is the leader in agentic AI solutions for patient access, giving health systems AI agents that remove friction from the patient journey across scheduling, pharmacy, billing, referrals, and more. The result: more patients served, less burden on staff, and recovered revenue that would otherwise leak through missed appointments, abandoned referrals, and unpaid bills. Patient access is where health systems feel the strain first. Patients wait on hold and give up before they get care. Contact center teams drown in high call volumes and repetitive work. SpinSci addresses all of it with two kinds of AI agents. Autonomous agents resolve patient interactions end to end, at any volume, around the clock. Assistant agents work alongside staff like trained co-workers, surfacing full patient context so every interaction is faster. Every solution is EHR-integrated (Epic, Oracle Health, athenahealth) and CCaaS-integrated natively (NICE, Cisco, Avaya, Zoom, Five9), powered by SpinSci's Healthcare AI Fabric (HCAF), an intelligence layer that makes EHR data and health system decision logic AI-ready. AI agents read and write to the systems health systems already run, follow each organization's own workflows, and hand off to staff with full context. Nothing is bolted on. SpinSci delivers four solutions: • Voice AI answers patient calls and resolves scheduling, referral, billing, and prescription refill requests in natural conversation, with no hold times, phone trees, or transfers. • Contact Center AI gives staff a unified workspace with complete patient context at their fingertips, cutting hold and handle times while AI completes the administrative work that drives burnout. • Patient Notification AI delivers proactive patient engagement through conversational texting, voice, and email outreach driven by real EHR events, reminding patients of appointments, prompting refills, converting referrals, and following up on balances, with AI agents closing the loop when patients respond. • Clinical Communications unifies hospital communications in a single operator console with real-time visibility into patient locations, provider directories, and on-call schedules, so every call and page reaches the right person the first time. Health systems using SpinSci expand access with 24/7 self-service, contain routine calls so hold times drop, reduce no-shows and keep referral pipelines moving, and relieve the repetitive workload behind contact center turnover. Downstream, cleaner scheduling, converted referrals, and completed payments recover revenue that friction was quietly draining. SpinSci serves 165 health systems, supports more than 400 million patient interactions annually, reaches more than 60 million patients, and is built on nearly two decades of healthcare-exclusive focus. For health systems that need AI built for patient access, not a generic platform retrofitted for healthcare, SpinSci is the digital workforce that works the way you do. **Who Is the Company Behind Spinsci?** - **Seller:** [SpinSci Technologies](https://www.g2.com/sellers/spinsci-technologies) - **Year Founded:** 2005 - **HQ Location:** Dallas, Texas, United States - **LinkedIn® Page:** https://www.linkedin.com/company/spinsci-technologies-llc (138 employees on LinkedIn®) ### 6. [TapHekim](https://www.g2.com/products/taphekim/reviews) TapHekim is Azerbaijan largest doctor directory. Find doctors and clinics across Baku, Ganja and Sumqayit. Search by specialty, city or clinic name. Free access. Book appointments directly with doctors. **Who Is the Company Behind TapHekim?** - **Seller:** [TapHekim](https://www.g2.com/sellers/taphekim) - **HQ Location:** Baki, AZ - **LinkedIn® Page:** https://www.linkedin.com/company/taphekim/ (1 employees on LinkedIn®) ### 7. [TeleVox](https://www.g2.com/products/televox/reviews) Televox is a human-first, AI-powered patient engagement platform that empowers healthcare organizations to create clear, connected experiences across every step of care. Supporting both multi-modal and multi-lingual communication, patients can engage in their preferred channels and languages. The platform delivers human-centered communication through automated reminders, two-way outreach, and intelligent virtual agents, reducing no-shows, lightening staff workload, and improving patient follow-through. Care teams and patients experience smoother interactions with fewer bottlenecks as routine outreach, reminders, and follow-up happen automatically and reliably through seamless EHR integration and time-saving workflows. The platform orchestrates communication across voice, SMS, RCS, email, and chat, reaching patients on the right channel at the right moment with clear, compliant messaging. Multi-lingual support across channels ensures every patient receives clear, culturally sensitive communication they can understand and act on. Teams can automate high-volume needs such as appointment reminders and confirmations, balance notifications, visit instructions, and post-visit follow-up, reducing call volume, closing care gaps, and keeping schedules full without manual outreach. This flexible, EHR-agnostic approach is built for healthcare environments that require scalability along with strict regulatory and security standards. Televox gives organizations visibility into how patient communications perform, making it easier to track metrics like no-show reduction, engagement, adherence, and operational efficiency and to continuously refine outreach strategies. A focus on effortless communication, flexible solutions, human-first experiences, and measurable outcomes keeps the platform centered on time savings, staff relief, and ROI that can be repeated and scaled. Healthcare organizations see where communication works well and where it can improve, strengthening care coordination with confidence. Televox is a trusted patient engagement brand under the WestCX organization, which specializes in secure, scalable, and compliant communication journeys. Delivered as a modern, cloud-based solution, Televox automates routine outreach, supports care teams, and creates clearer, more connected patient experiences at every step of care through accessible, multi-channel, multi-lingual communication. **Average Rating:** 3.9/5.0 **Total Reviews:** 4 **How Do G2 Users Rate TeleVox?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.3/10) **Who Is the Company Behind TeleVox?** - **Seller:** [West Technology Group](https://www.g2.com/sellers/west-technology-group) - **Year Founded:** 1986 - **HQ Location:** N/A - **Twitter:** @Mosaicx_ (1,747 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/west-tg/ (57 employees on LinkedIn®) - **Phone:** 1-920-954-2900 **Who Uses This Product?** - **Company Size:** 67% Small-Business, 17% Enterprise #### What Are Recent G2 Reviews of TeleVox? **"[Effective and easy to use!](https://www.g2.com/survey_responses/televox-review-8195869)"** **Rating:** 4.0/5.0 stars *— Jacob W.* [Read full review](https://www.g2.com/survey_responses/televox-review-8195869) --- **"[Patient service coordinator](https://www.g2.com/survey_responses/televox-review-4168757)"** **Rating:** 4.5/5.0 stars *— Verified User in Hospital & Health Care* [Read full review](https://www.g2.com/survey_responses/televox-review-4168757) --- ### 8. [VideaHealth](https://www.g2.com/products/videahealth/reviews) VideaHealth's VideaAI is an advanced dental artificial intelligence platform designed to enhance diagnostic accuracy and streamline clinical workflows. By integrating seamlessly with existing dental imaging and practice management systems, VideaAI empowers dental professionals to deliver consistent, efficient, and high-quality patient care. **Who Is the Company Behind VideaHealth?** - **Seller:** [VideaHealth](https://www.g2.com/sellers/videahealth) - **Year Founded:** 2018 - **HQ Location:** Boston, US - **LinkedIn® Page:** https://www.linkedin.com/company/videahealth/ (141 employees on LinkedIn®) ### 9. [VitalsMD](https://www.g2.com/products/vitalsmd/reviews) VitalsMD® is a comprehensive software suite developed by HNI Healthcare, designed to enhance value-based clinical decision-making at the point of care. By integrating real-time, physician-generated data, VitalsMD® offers analytics, reporting, communication tools, and a knowledge base that collectively support healthcare providers in delivering efficient and effective patient care. Key Features and Functionality: - Real-Time, Integrated Data: Aggregates information from various sources, including electronic medical records , to provide a comprehensive view of patients' health status. - Collaboration Tools: Facilitates seamless communication among healthcare providers, enhancing care coordination and reducing the risk of medical errors. - MIPS Quality Reporting: Automates the reporting process for the Merit-based Incentive Payment System , generating accurate quality metrics and tracking performance measures. - Patient Risk Scoring: Employs advanced algorithms to calculate patient risk scores, enabling proactive and targeted care. - BPCI Identification: Automatically flags and reports patients meeting criteria for Bundled Payments for Care Improvement and other value-based programs. - Readmission Tracking: Identifies high-risk patients through readmission risk identification and tracking, aiding in reducing readmission rates. - Tailored KPI Dashboard: Provides customizable analytics and reporting features, offering insights into key performance indicators such as case distribution, referral patterns, and readmission rates. - Clinical Pathways Informatics: Supports the development and implementation of standardized clinical pathways to improve patient outcomes. - Improves Coding Integrity: Enhances documentation accuracy, leading to better resource utilization and compliance with coding standards. - Drives Care Coordination: Ensures effective communication and coordination among providers, improving patient outcomes and reducing healthcare costs. - Clinical Documentation Engine: Streamlines documentation processes, reducing administrative burden and improving accuracy. - Provider Decision Support: Offers real-time support to providers, facilitating optimum treatment plan options and improving clinical decision-making. The primary value of VitalsMD® lies in its ability to transform patient care by providing healthcare providers with timely, accurate, and actionable data. This empowers physicians to make informed decisions, optimize resource utilization, and enhance care coordination. By streamlining documentation, automating quality reporting, and facilitating collaboration, VitalsMD® addresses critical challenges in healthcare delivery, leading to improved patient outcomes, reduced readmission rates, and overall cost reduction for hospital systems and patients alike. **Average Rating:** 3.5/5.0 **Total Reviews:** 1 **Who Is the Company Behind VitalsMD?** - **Seller:** [HNI HEALTHCARE](https://www.g2.com/sellers/hni-healthcare) - **Year Founded:** 2009 - **HQ Location:** Austin, US - **LinkedIn® Page:** https://www.linkedin.com/company/hni-healthcare (194 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market ### 10. [Welkin Health](https://www.g2.com/products/welkin-health/reviews) Working with multiple patients is a delicate balancing act. You need to assess patient needs, coordinate care, communicate with patients, track progress, and manage setbacks. With Welkin Health your team can create multiple, seamless programs. Learn more: https://www.youtube.com/watch?v=tkRicWn6R9A **Who Is the Company Behind Welkin Health?** - **Seller:** [Welkin Health](https://www.g2.com/sellers/welkin-health) - **Year Founded:** 2013 - **HQ Location:** San Francisco, US - **Twitter:** @WelkinHealth (550 Twitter followers) - **LinkedIn® Page:** http://linkedin.com/company/welkin-health (32 employees on LinkedIn®) ## What Is Patient Relationship Management (PRM) Software? [Patient Experience Software](https://www.g2.com/categories/patient-experience-88bbaea1-3b81-4636-8255-4b3ab72d3675) ## What Software Categories Are Similar to Patient Relationship Management (PRM) Software? - [Patient Scheduling Software](https://www.g2.com/categories/patient-scheduling) - [Patient Engagement Software](https://www.g2.com/categories/patient-engagement) - [Patient Intake Software](https://www.g2.com/categories/patient-intake) --- ## How Do You Choose the Right Patient Relationship Management (PRM) Software? ### What You Should Know About Patient Relationship Management (PRM) Software ### What is Patient Relationship Management (PRM) Software? Patient relationship management (PRM) software, also known as healthcare customer relationship management software, optimizes and supports the entire patient care journey, enables the effective flow of information within healthcare systems, and increases and nurtures patient engagement. PRM is more closely related to a healthcare version of customer journey analytics software—orchestrating and managing the patient experience from referral to advocate. PRM software enables patient-centric care by improving access and communication that ultimately improves patient outcomes, provider-patient relationships, and increases staff efficiency. PRM software enhances and centralizes the data and functionality of [electronic health records (EHR) software](https://www.g2.com/categories/ehr) and [patient engagement software](https://www.g2.com/categories/patient-engagement). Significant benefits of PRM software include the aggregation of all medical records and the encouragement and emphasis of active patient participation towards their health. By leveraging PRM software, health systems and organizations can better enforce value-based care, performance, and reimbursement efforts, without compromising their delivery of quality care.  ### What are the Common Features of Patient Relationship Management (PRM) Software? The following are some core features within PRM software that can help users engage with more patients and run a more efficient practice.  **Texting:** Texting is a preferred method of communication with many consumers. The PRM software should include a texting feature to reach patients wherever they are. Buyers should look for features like bulk texting, two-way texting, appointment reminders, and clinic review requests.  **Appointment reminders:** PRM software can prevent missed appointments with customized appointment reminders to reach patients via text, email, and phone. The solution may also provide flexibility to schedule reminders at a cadence that works for both the providers and the patients.  **Online scheduling:** Online scheduling is a preferred method of scheduling for many consumers. Medical practices can provide patients with easy scheduling options to allow patients to select the best appointment for their schedules. The PRM software can integrate with a practice scheduling system so users can accept, flag, or reschedule appointments.  **Digital check-in:** Contactless appointment check-in creates a safe environment for patients and medical practice staff. A digital check-in process includes appointment reminders, screening forms, text alerts, and allows patients to verify and make changes to their information.  **Patient portal:** A portal allows medical providers to easily engage with patients. A patient portal should include elements like appointment scheduling, secure messaging, online bill pay, patient registration, clinical summaries, test results, and patient education opportunities.  **Integrated social media:** Healthcare practices can continue to engage with current patients and attract new patients on social media. They can post practice updates, events, education information, and testimonials in the patient portal and then automatically share on social media to increase engagement.  **Email marketing:** It is important to remain relevant and top-of-mind to patients. Regular outreach through newsletters or focused campaigns can help a provider showcase achievements and deliver relevant messages to patients. The PRM software should offer email audience segmentation, complete history of campaigns, and email performance metrics.  **Recall messaging:** Inactive patients are a common concern for many medical practices. It’s a good strategy to re engage dormant patients through outreach. A PRM solution must support automated recall messaging to let patients know when to schedule annual check-ups or other appointments. Automated recall reminders sent via email, text, and phone are necessary to reconnect with disengaged patients. ### What are the Benefits of Patient Relationship Management (PRM) Software? **Leverage patient feedback:** Feedback from patients provides valuable information about what patients think about the healthcare services. Examining patient satisfaction rates will give insight into what is working well and what needs improvement in the way care is delivered and how the practice is managed.  **Track patient journey:** A patient journey is the process that patients go through when they undergo treatment. This consists of several stages (pre-, during, and post-visit), where each stage consists of one or more touchpoints. Patients may see multiple providers within the same network. A PRM will establish a streamlined approach to tracking or mapping the patient journey, which is a blueprint of the touchpoints a patient goes through in their healthcare journey.  **Improved patient outcomes:** A PRM software will allow patients to be more engaged in their care journey. Patients will have more open and consistent communication with providers, which will help them feel more comfortable and empowered.  **Improved patient communication:** A PRM solution provides multiple methods for communication with patients. The software helps to automate and centralize communications and reach patients through their preferred method--text, email, or phone.  **Reduce no-shows:** Providing a quick and courteous reminder to patients about upcoming appointments may help improve patient loyalty. Many patients rely on reminders because of convenience. The automatic reminders allow patients to confirm, cancel, or reschedule appointments. These messages will save the practice time and money. **Increased patient engagement:** A PRM system creates opportunities to connect with patients regularly. With the help of PRM tools, medical practices will be positioned to be patient forward and focused on personalized care. Through continuous communication, patients will be actively engaged in gathering information and making decisions about their treatment options. More engaged patients lead to higher patient retention. **Improved clinic reputation:** PRM tools allow users to find out what people are saying about their medical practice. The software helps prioritize the patient experience by distributing surveys, responding to negative reviews, committing to evaluation and analyzing patient outcomes, and building a strong social media presence.  **Eliminate administrative burden:** There are many admin tasks associated with patient relationship management. Utilizing a system will eliminate paperwork and the costly, time-consuming manual work typically associated with patient management, such as manually sending emails and making individual phone calls.  ### Who Uses Patient Relationship Management (PRM) Software? **Healthcare providers:** Healthcare providers can utilize PRM software to communicate with patients via secure messages, add post-visit notes, keep track of patients’ medications and medical issues, and monitor the patient journey.  **Medical office staff:** Healthcare support staff can utilize PRM software to manage appointments, prescriptions, notes, and other patient-related data. There should be an option to create and maintain a comprehensive and detailed patient profile that can be used for follow-ups and communication.  **Patients:** Patients can utilize the PRM to play an active role in their healthcare journey, including sending messages to their care team, scheduling appointments, reviewing test results, and updating their personal information.  #### Software Related to Patient Relationship Management (PRM) Software Related solutions that can be used together with patient relationship management include: [EHR software](https://www.g2.com/categories/ehr) **:** Electronic health records (EHR), also known as electronic medical records (EMR), are real-time digital versions of patient medical information. EHR software allows medical professionals across multiple healthcare organizations to access, input, and adjust patient data. It also allows patients to log on to their profiles so they can stay up to date on their medical records. Since EHR software is designed to share information with multiple healthcare providers, like pharmacies and laboratories, a patient’s profile can have information from all of the professionals involved in the patient’s care. When medical professionals use an EHR, they have a more holistic view of the patient’s health and will be able to more effectively serve their patients. [Patient engagement software](https://www.g2.com/categories/patient-engagement) **:** Patient engagement software facilitates the encouragement of a patient’s active participation in the maintenance of their health, the building of a collaborative patient-doctor relationship, and the improvement of the overall patient experience. Hospitals, medical practices, and other healthcare organizations are increasingly becoming subject to the same kinds of expectations that retail and hospitality industries deal with; as a result, patients expect compassion, acknowledgment, immediate communication, and easy access to information from their healthcare providers. [Patient scheduling software](https://www.g2.com/categories/patient-scheduling) **:** Hospitals and health centers require patient scheduling software to manage patient appointments, automate administrative workflows, and allocate medical staff accordingly. This type of software includes scheduling algorithms that are meant to reduce patient wait time. It also handles the communication between patients and the medical personnel to confirm scheduled examination and treatment sessions. [Patient intake software](https://www.g2.com/categories/patient-intake) **:** A patient intake software facilitates efficient and proactive capturing of patient data before a patient's medical appointment. Patient intake solutions minimize the time patients spend on registration, reduces any mistakes due to handwritten data, protects patient privacy, and simplifies the integration of patient data into the EHR. Both medical staff and patients, established and new, benefit from the software. With patient intake software, process bottlenecks are eased, satisfaction is raised, workload is reduced, and productivity is increased. [Interactive patient care software](https://www.g2.com/categories/interactive-patient-care-systems-ipc) **:** Interactive patient care (IPC) systems allow healthcare providers to engage, entertain, and educate patients across the care via tablets, multimedia devices, in-room TVs, and online patient portals. IPC solutions initially referred to the caregiver communications and resources provided to the patient at the physical bedside, but the solutions have evolved to include educational resources that the patient and their family could access even after discharge from the hospital. Patients benefit from IPC systems’ ability to diminish their isolation, loneliness, and confusion. In turn, IPC systems help hospitals and healthcare organizations improve patient outcomes and care quality, as well as diminish readmission rates. [Patient case management software](https://www.g2.com/categories/patient-case-management) **:** Patient case management software improves quality of care and, ultimately, patient experience by optimizing the coordination of care across a hospital, practice, or ancillary care clinic. Patient case management software centralizes aspects of patient care such as scheduling, charting, treatment planning, and medical billing to accurately determine the health status of a patient. Case managers can utilize patient case management software to facilitate clinical communication and collaboration, as well as deliver better post-discharge care. Therefore, patients too benefit from effective patient case management software, which can offer them personalized services tools similar to an IPC system that they would have had access to during treatment. ### Challenges with Patient Relationship Management (PRM) Software **Integrations:** Patient relationship management solutions often have integrations with a variety of other external applications. This option will save administrators time on manually transferring data back and forth through third-party applications. Vendors may also charge for additional integrations. **Data migration:** It can be difficult to move data from one product to another due to the exclusivity of the vendor’s hosted platform. Users may face difficulty in migrating their data successfully. Questions about data migration should be addressed in vendor demos and discussions.  **Security:** Healthcare organizations need to have a proactive approach to security because cybersecurity threats are real. People can be the greatest asset to preventing cybercrime. Leaders need to train all employees on security issues. Data breaches can cause serious issues for the reputation of an organization and result in fines due to HIPAA compliance failure.  **Training and onboarding:** Like any piece of technology, effective training courses and onboarding will speed up the adoption of the patient relationship management software. The quicker practitioners and administrators become comfortable with the software, the more empowered they will feel when utilizing and communicating about the solution. Regular training will also reduce any wrong use, insufficient documentation, or miscommunication. Training will benefit staff when it comes to professional development training courses, competency building, and maintaining compliance.  ### How to buy Patient Relationship Management (PRM) Software #### Requirements Gathering (RFI/RFP) for Patient Relationship Management (PRM) Software There are many issues to consider when choosing a patient relationship management software. There are unique needs to be considered when assessing software to purchase—size and team member count, onboarding process, software cost, vendor customer support options, mobile compatibility, and customization are some of them. Buyers must determine what set of features will help the users be more efficient and meet the needs of the claims management process.  #### Compare Patient Relationship Management (PRM) Products **Create a long list** An initial list of potential patient relationship management solutions should include any products that meet the basic feature requirements. At this point, buyers should be aiming to get a sense of the options that meet their essential needs. **Create a short list** After a long list has been created, it’s time to look at each product in more detail to determine if it will meet the needs of the healthcare providers interested in purchasing this software. This should include evaluating additional features of each product beyond the ones identified as essential to determine if additional functionality would provide more value, efficiencies, and compliance requirements. Scalability is particularly important and determining if new features can be added in the future, such as more users or more courses.  **Conduct demos** Demos are a great opportunity for buyers to see how the software works. Only the shortlisted vendors should be invited to demonstrate their solutions. Demos should be performed live, using the system, and not through slide decks and screenshots. All vendors should follow a predetermined scenario that simulates the business processes of the buyer. Buyers should request to see a walkthrough from the perspective of all users to understand how the interface looks for both sides and ensure it is user friendly for everyone.  When narrowing down the list of vendors, buyers should consider questions such as: - How does the pricing model for this product work? Are there capital and recurring costs? What are the annual licensing and maintenance costs?  - How well known is the vendor? Do they have a sizable amount of clientele in the healthcare industry? - Can specific user restrictions be assigned depending on user type? - How well does the patient relationship management software work on mobile devices? - How easily can the patient relationship management software be grown to support a larger number of users and content? - Is the software compliant with healthcare security and privacy protocols and regulations?  - Is there a disaster recovery plan? Where are the servers hosted? #### Selection of Patient Relationship Management (PRM) Software **Choose a selection team** To choose a selection team, decision makers need to involve subject matter experts from all teams that will use the system. For any organization, this will likely involve healthcare practitioners, office staff, claims management employees, and decision makers. An IT administrator should also be present to weigh in on technical concerns with the products. The selection team should be a representation of the people who will use the system.  **Negotiation** After narrowing in on the preferred product, it’s time to negotiate a pricing package. Buyers must consider the pricing model of the software such as, whether the seller charges a flat monthly fee or, more commonly, charges a fee based on how many user seats the buyer needs. Buyers should also note if they can negotiate to add more user seats to a package that would otherwise meet their needs. They might also consider negotiating a discount in exchange for signing a multi-year contract.  **Final decision** The final decision should rest with the primary users of the software, such as managers and their employees. All parties should consider whether the software is easy to use, easy to implement, improves operational efficiency, and allows for a better patient experience.