Veona PRM
What this is
Section titled “What this is”Veona PRM (Patient Relationship Management) is the hospital’s relationship surface. It manages the relationships around the clinic — the patients and programmes you engage, the corporate clients you bill in bulk, the payers, HMOs and insurers you contract with, the doctors and clinics that refer patients to you, and the partner or reference labs you exchange work with. You capture interest as a lead, convert it into an account, run opportunities (deals) through a pipeline, quote your services, log every activity, and keep a register of campaigns.
PRM is non-clinical, non-PHI relationship data. A PRM account is a standalone master — it is not the clinical patient record and not the billing payer/scheme. PRM never touches a patient chart. Only one action in the whole module moves money: accepting a quotation posts a B2B sales accrual to the General Ledger.
Key terms
Section titled “Key terms”- Lead — an unqualified prospect at the top of the funnel (a name and a source). Lifecycle: New → Contacted → Qualified / Disqualified, then Converted (set only by converting).
- Account — an organisation or individual you relate to (the relationship master), auto-coded, typed Corporate / HMO / Referring Provider / Partner Lab / Individual / Other, with a status of Prospect / Active / Inactive and an assigned account manager.
- Contact — a person at an account; one may be the primary.
- Opportunity — a potential deal against an account, with an estimated value, a win probability (0–100%) and an expected close date. Open stages: Prospecting → Qualification → Proposal → Negotiation; terminal outcomes Won / Lost (Lost requires a reason).
- Pipeline — the open stages a deal moves through; the board renders each as a column with count and value, plus probability-weighted open value.
- Activity — a logged interaction: Call / Meeting / Email / Note / Task, optionally with a due date and a completion.
- Quotation — a B2B priced offer to an account, lines drawn from the tariff catalogue. Lifecycle: Draft → Sent → Accepted / Declined / Expired.
- Campaign — a marketing/outreach record: Email / Event / Outreach / Referral / Other, with a budget and a window. A plain register (no metrics, no lead/opportunity link).
Who uses it
Section titled “Who uses it”PRM is worked by the relationship-management side of the house, and is invisible to clinical staff.
- Account Manager — the relationship officer who does the day-to-day work: accounts, contacts, leads (and lead conversion), opportunities (stage moves + Won/Lost close), activities, campaigns and quotations (send/accept/decline). Does not configure the module.
- PRM Manager — everything the account manager can do plus module configuration (the PRM settings / pipeline config).
The Administrator holds every PRM permission. No clinical role has any PRM permission — the module is deny-by-default and entitlement-gated, so a doctor, nurse, lab or pharmacy role sees nothing of PRM.
Editions
Section titled “Editions”Veona PRM is a paid, sellable module. It is not a base/always-on capability and is not auto-entitled by any clinical module. It is included in the Veona Enterprise edition (the ERP super-bundle). If a facility’s edition does not entitle PRM, the Patient Relationship Management group does not appear in the left rail and the module is unavailable.
Screens
Section titled “Screens”The PRM work surfaces:
Pipeline · Accounts · Contacts · Leads · Opportunities · Activities · Campaigns · Quotations · Settings.
Pipeline is the module home (KPI readouts + the stage board). Settings is manager-only (hidden from the sub-nav for non-managers). Detail panels — an account’s profile/contacts/opportunities/quotations/activity roll-up, and a quotation’s lines and actions — are reached by clicking a row and returning with Back; there are no standalone “detail” menu entries.
The one GL touchpoint
Section titled “The one GL touchpoint”PRM is GL-light by design: leads, accounts, contacts, opportunities, activities and campaigns post nothing to the books. Converting a lead and closing an opportunity Won create records and timestamps only.
The single money event is accepting a quotation. On accept (Sent → Accepted), PRM posts a balanced B2B sales accrual to the General Ledger for the quote total, in its currency:
Dr Accounts Receivable / Cr Revenue — voucher
SALE-‹quote number›
The voucher number is stamped back on the quotation as its Bill Reference. The post is idempotent (re-accepting never double-posts) and best-effort: a zero-total quote posts nothing, and if Finance has not mapped its AR/Revenue accounts the accept still succeeds but no entry is made. Because a PRM account carries no patient, this is not a patient invoice — the receivable sits in the GL AR control account under the quote’s reference and account name, settled on the Finance side. See Quote an Account and, for the books, One Set of Books — How Money Moves Through Veona.
Settings
Section titled “Settings”A PRM manager configures, on Patient Relationship Management → Settings: the default currency (for new opportunities and quotes), the quotation validity (days) applied when a quote has no explicit Valid Until, whether the Won and Lost columns show on the pipeline board, and whether an owner (account manager) is required on every new lead.
Caveats
Section titled “Caveats”- No de-duplication on lead convert — converting two leads for the same organisation creates two accounts.
- Opportunity and quotation are not linked — winning a deal does not raise a quote, and a quote does not close an opportunity; the GL event rides the quotation only.
- Campaigns have no metrics or ROI and no automatic link to leads or opportunities — a plain register.
- There is no delete anywhere in PRM — records are edited or set Inactive/Cancelled/Lost, never removed.