GP referrals are central to growth for any private hospital, and the strength of those relationships has a direct effect on patient flow. An Irish private hospital engaged Nucleo to replace its legacy CRM and give its leadership and GP Liaison team a clear, reliable view of referral activity. The new platform was live in 15 working days.
The Problem
GP and referral data was held in fragmented systems, and leadership had limited real-time insight into GP engagement and referral performance.
The GP Liaison Officers work in the field, yet had no fast, mobile-friendly way to record their meetings and calls. Interactions were often captured in paper notes back at the office, leaving gaps in the record.
The Solution
Nucleo delivered a focused Salesforce deployment, built mostly on standard features so the platform would be stable and easy for the team to adopt.
- One system: every GP clinic, individual GP and referral is now managed in one place
- Logging on the go: Liaison Officers can record a meeting or call from their phone, set follow-up tasks and email documents without returning to the office
- Clean data from day one: the hospital’s existing GP data was cleaned up and duplicates removed before it was moved across, so the team could rely on it from the start
- Live reporting: dashboards show referral trends, how often each GP is being engaged and what the liaison team is doing
The project ran in clear stages, each with defined outcomes and sign-off. Users tested the key processes before launch, the team received hands-on training, the hospital’s administrators were given a full handover, and Nucleo provided 30 days of support after go-live.
The Impact
- The platform was live in 15 working days
- The legacy CRM has been replaced and GP data is no longer fragmented across systems
- A single source of truth for GP clinics, GPs and referrals
- Leadership has real-time visibility of referral trends and GP engagement
- Liaison Officers can record activity in the field as it happens, without returning to the office or relying on paper notes
- Administrators received a knowledge handover, so internal ownership was in place from go-live
- The hospital has a foundation to build on as its referral programme grows