---
title: "PRM (Patient Relationship Management)"
description: "NICE HMS Patient Relationship Management (PRM) module — managing referral partners (doctors, pharmacies, ambulance services), tracking patient referrals in and out, and converting referred patients into visits and revenue."
date: 2026-08-25
lastModified: 2026-08-25
category: "product"
author: "Dr. Umesh Bilagi"
beta: true
---

## Overview

**PRM** stands for **Patient Relationship Management**. It is the NICE HMS module for managing the hospital's **referral network** — the doctors, pharmacies, ambulance services, and other contacts who send patients to (or receive patients from) the hospital.

PRM tracks the full lifecycle of a referred patient:

1. A **contact** (e.g. a referring doctor) is recorded.
2. You log **contact visits** and engagement.
3. A patient is **sent to** another facility, or **received from** a referring contact.
4. The referral is tracked as a **lead** with a **deal value**, and its status is updated as the patient progresses (expected → referred → OPD/IPD/diagnostic → received).

This gives the hospital visibility into where patients come from and how much revenue each referral partner generates.

## Core concepts

### Contacts (referral partners)

Contacts are the people and organisations who refer patients to you. Each contact has a **type**:

`doctor`, `social worker`, `ambulance`, `pharmacy`, `blood bank`, `government office`, `hospital`, `clinic`, `healthcare worker`, `politician`, `others`.

You log your engagement with each contact using a **contact method**:

`Physical Visit`, `Phone Call`, `SMS`, `WhatsApp`, `Email`, `entered by error`.

Contact search is at `/admin/prm/contacts/search`, and contacts are created from `/admin/prm/contacts/create`.

### Contact visits

For each contact you can record individual **visits** (physical meetings, calls, follow-ups) to track your ongoing relationship. See `/admin/prm/contacts/search/visits/[contactid]`.

### Patient referral — send & receive

Referrals between organisations are recorded in the `refferingTrans` table. There are two directions:

- **Send patient** (`/admin/prm/refer-patient/send-patient`) — you refer a patient **out** to another facility (the receiving organisation is validated as a registered NICE HMS organisation).
- **Receive patient** (`/admin/prm/refer-patient/receive-patient`) — you **receive** a patient referred to you by another facility or contact.

Each referral record captures: sending/receiving organisation, patient name and phone, from-doctor and to-doctor, creator, dates, and the lead/deal status.

### Lead status

A referred patient moves through a **lead status** pipeline:

| Status | Meaning |
|--------|---------|
| `expected` | Referral promised, patient not yet arrived |
| `referred` | Patient has been referred |
| `opd` | Patient came for an OPD visit |
| `ipd` | Patient was admitted (IPD) |
| `diagnostic` | Patient came for diagnostics |
| `received` | Patient fully received/registered |
| `did not show` | Patient never arrived |
| `refused and went back` | Patient declined and left |
| `went to some other institute` | Patient went elsewhere |

### Deal status & value

Each referral can be tracked as a **deal** with a monetary value:

- **Deal status:** `open`, `won`, `lost`
- **Deal value:** the revenue amount the referral is expected to / did generate

This lets you measure the ROI of each referral partner.

## Scheduling & notifications

PRM also includes:

- **Schedule** (`/admin/prm/schedule`) — schedule follow-ups and appointments.
- **Appointment console** (`/admin/prm/appointment/console`) — manage referred-patient appointments.
- **Notifications** (`/admin/prm/notification/search`) — push/notification history to contacts (backed by FCM push tokens and a doctor-slot manager).

## Navigation

| Area | Route |
|------|-------|
| Contacts | `/admin/prm/contacts/search` |
| Create contact | `/admin/prm/contacts/create` |
| Send patient | `/admin/prm/refer-patient/send-patient` |
| Receive patient | `/admin/prm/refer-patient/receive-patient` |
| Schedule | `/admin/prm/schedule` |
| Notifications | `/admin/prm/notification/search` |

## Related guides

- [Patient Dashboard](/docs/patient-dashboard) — the referred patient's clinical record
- [MIS Reports](/docs/reports-mis) — PRM-related revenue reports (PRM Doc Month Wise)
- [Doctor Revenue & Expense](/docs/doctor-revenue) — how referring-doctor (PRM) commission is paid