A Custom CRM for Hospices and Palliative Care Organizations

Hospice Tools CRM

We joined hands with Hospice Tools to create a Custom CRM for a leading North American hospice and palliative care organization featuring dynamic patient management, referral tracking, CRR scheduling, performance analytics, multi-office access, and a clean, accessible UI for faster staff onboarding.

Overview: Designing a Patient-Centric CRM for a Hospice & Palliative Care Organization

Hospice Tools, a tech-forward player in the healthcare industry, needed a highly specialized CRM platform that could handle not just sales and referrals but sensitive workflows like patient onboarding, care coordination, scheduling, and internal reporting.

Unlike traditional hospice CRMs, this system had to be:

Intuitive for non-technical users in healthcare environments.
Scalable across multiple offices and clients.
Built with security-first architecture and granular user roles.
Integrated with modern reporting tools for care provider performance tracking.
Deployable on both web and mobile platforms for iOS & Android.

And above all, it needed to work quietly and reliably in the background, without getting in the way of care.

We delivered a specialized customer relationship management software designed to help hospices and palliative care organizations manage patient relationships, monitor their day-to-day operations, streamline and automate the required procedures, and enhance communication among staff, patients, and families.

Services

Custom CRM Design and Development
Custom Feature Development
Data Migration and Automation
Design & User Experience (UI/UX)
Integration with Existing Systems
User Training and Support

VISIT

WEBSITE

Technologies and Tools

AngularJS

ASP.NET 6

Azure Blob Storage

Azure Functions

React

Key Features

A Clean Design for Faster Hospice Staff Onboarding

Hospice staff aren’t tech savvy as they’re care specialists. So, the UI needed to be kept simple and minimal, prioritizing ease of navigation and fast onboarding.

Our Solution

Built UI using Angular for dynamic, component-based architecture.
Used Angular Material for pre-styled, accessible UI components.
Designed responsive layouts using React Native and CSS3-optimized media queries for full cross-platform compatibility.
Followed WCAG accessibility standards to ensure usability for all user types.

Impact on KPIs

Delivered a lifelike Tasbeeh experience, increasing user satisfaction.
Enhanced spiritual focus by maintaining a traditional feel.
Offered optional feedback toggles, making it customizable for all users.

Holistic Patient Management System for Patient Activity Tracking

The client required an efficient way to centralize and track each patient’s care journey in real-time, with detailed activity history and assignment records.

Our Solution

Created Intake Logs workflow with form-based data capture using AngularJS and .NET APIs.
Linked patient profiles to CRRs (Care Resource Representatives) on intake using backend logic.
Built Notes Module using Angular reactive forms and stored structured interaction types for:
- Patient visits, Calls & Emails
Used Azure SQL for relational data management and entity linking.

Impact on KPIs

100% of patient interactions are now logged digitally in real-time.
Reduced patient info retrieval time by over 70%, improving care coordination.
Achieved zero patient profile mismatches post-intake due to CRR linking logic.

Providing Well-coordinated Care with Referral Management

To improve partner strategy, the CRM required a custom module to allow hospices to track referral sources and their contribution to admissions and engagement.

Our Solution

Developed Referral Entity Module mapped to Patient Intake via Angular forms and .NET controller bindings.
Created Stats Dashboard to visualize source performance for admitted vs. referred patients.
Enabled hierarchical linking:
- Patients → Referral Sources → CRRs.
Stored source metadata in Azure SQL with indexing for fast lookup.

Impact on KPIs

Identified the top 20% referral sources contributing to 80% of patient admissions.
Improved referral-to-admission conversion rate by 26% after 3 months.
Reduced average patient intake time by 33% due to improved referral coordination.

Instant CRR Scheduling & Smooth Resource Allocation System

Another key challenge was to efficiently assign CRRs to new patients without overlap or conflicts and visualize workload across teams.

Our Solution

Added dynamic CRR allocation logic with filters and availability checks using Angular reactive filters and .NET API logic.
Built Conflict Detection Engine for overlapping schedule validation.
Integrated Role-Based Access Control (RBAC) using JWT auth and claims to control access.
Created Admin Assignment View using reusable Angular components

Impact on KPIs

Achieved 98.7% CRR scheduling accuracy with conflict detection logic.
Admins now spend 65% less time assigning resources manually.
Enabled scalable resource planning for 10+ offices and 500+ CRRs.

Increasing Efficiency with Flexible Client Access

Allow users access to operations according to role permissions and access levels. Global Admins to switch between multiple offices/clients.

Our Solution

Implemented multi-tenancy logic in backend architecture.
Built Office Switcher UI for Global Admins using Angular services
Defined RBAC matrix for each user type:
- Global Admin
- Admin
- CRR

Impact on KPIs

Reduced login issues by 95% for Global Admins managing multi-client environments.
Easily scaled from 3 to 12 active clients in under 6 months.
Ensured 100% data isolation between clients and offices with zero access breach incidents.

Improve Productivity with Reporting and Analytics

The CRM required a module to track how each CRR is performing across communication and care metrics to drive performance improvement.

Our Solution

Aggregated CRR activity logs into normalized reporting tables using SQL views.
Developed Statistical Dashboard Widgets using Angular and Chart.js.
Extracted real-time metrics for:
- Visits, Touches, Calls, Emails, AdmissionsPalliative care
Used Azure Functions for scheduled report generation and processing.

Impact on KPIs

Increased visibility into staff KPIs led to 22% improvement in CRR follow-up rates.
Daily automated reports reduced manual tracking time by 80%.
Enhanced data-driven decisions helped boost care quality scores by 15%.

Why Our Solution Works for Patient-First Hospice and Medical CRMs

Building a hospice CRM is about enhancing the quality of care, improving coordination, and giving staff more time to focus on patients.

For Hospice Tools CRM, that meant developing a system designed for simplicity, speed, and healthcare-grade reliability, all tweaked to the needs of palliative and hospice care teams. And the results already speak volumes:

98.7% CRR scheduling accuracy achieved across 10+ offices
Patient intake time reduced by 33% through referral coordination
100% of patient interactions logged digitally in real time
Admin workload cut by 65% through smart resource assignment
22% improvement in CRR follow-up rates post-reporting automation
Zero access breaches with multi-client isolation and RBAC

This exact approach helps us deliver:

Custom-fit platforms and not generic tools
A design for your users, not just your data
A CRM blending in healthcare sensitivity with enterprise tech
A future-proof system with scalability and security at its core
HIPAA-conscious architecture and frameworks

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