How a Healthcare Provider Streamlined Patient Management with CRM: A 2026 Case Study

Mercy Health Network struggled with fragmented patient relationship management across 5 hospitals and 40+ clinics. After implementing healthcare CRM on the Informat platform, Mercy Health transformed patient engagement, improved referral conversion, and enhanced care coordination.

The Starting Point

Patient data was scattered across EHR systems, spreadsheets, and staff knowledge. Referral management was manual. Patient engagement relied on phone calls and letters. There was no systematic approach to preventive care reminders, post-discharge follow-up, or chronic disease management outreach.

The Solution

Mercy Health built a comprehensive healthcare CRM integrated with EHR systems. The solution provides unified patient views, automated referral management, and patient engagement workflows through patients' preferred communication channels.

The Results

Referral conversion improved by 35%. Patient engagement for preventive outreach increased from 12% to 41%. Post-discharge follow-up compliance exceeded 90%, contributing to reduced 30-day readmissions. Service line revenue grew and patient satisfaction scores improved measurably.

Conclusion

Healthcare CRM integrated with clinical systems improves both patient outcomes and organizational performance. Patient relationship management is a clinical and operational capability that directly impacts care quality.