What is a medical CRM?
A medical CRM is the patient record and everything around the relationship with that patient: contact details, medical aid and plan, referral source, documents, communications history and appointment history, held once and shared across the practice. In HeroMed that record is the CRM, and the clinical note, invoice and medical scheme claim all run off it.
Written by the HeroMed team · Last reviewed 18 September 2026
Unlike a sales CRM, a medical CRM is not a pipeline of deals. It is the single record of a person your practice treats, and it has to carry:
- contact details and preferred communication channel, with consent recorded per channel;
- medical aid, plan and dependant details;
- referral source, so you can see who sends you work;
- documents and results on the record rather than in a shared drive;
- every message sent and appointment kept or missed;
- role-based access and an audit trail, because this is health information.
People also call parts of this an EMR (the clinical record your practice created), an EHR (a health record shared across providers) or practice management (diary, invoicing, claims). The categories overlap. Judge a system by what it actually does with the record, not the label on the box.