摘要
借鉴客户关系管理在企业中应用的成功经验，提出在医院中实施医患关系管理的价值和趋势。指出医患关系管理是在医疗水平管理之后第二位的管理要素，其的实施将改变现有的医患间的沟通模式，从而提高患者对医院的满意度和忠诚度。之后，给出了医患关系管理系统实施的具体构架和支持决策的方案。
With the experience of successful application of customer relationship management in enterprise, the paper discusses the value and trend of implementing doctor-patient relationship management in hospital. It indicates that the doctor-patient relationship management is the secondary management element following the medical level management and its implementation will change the current communication mode between doctors and patients, thereby improving the patient satisfaction and loyalty to the hospital. In addition, it gives the specific framework and schemes to support decision-making of doctor-patient relationship management system.
出处
《中华医院管理杂志》
北大核心
2007年第3期205-206,共2页
Chinese Journal of Hospital Administration
关键词
客户关系管理
医患关系管理
医院信息系统
Customer relationship management
Doctor-patient relationship management
Hospital information system
