医院客户关系管理初探  

Hospital Client Relation Management

作　　者：黄英[1] 张胜联[1] 肖正华[1] 龚海涛[1] 

机构地区：[1]武警北京总队医院,北京100027

出　　处：《解放军医院管理杂志》2008年第3期256-257,共2页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：探讨医院客户关系管理的概念与意义,医院客户关系管理的组织构架与实施,讨论了医院客户关系管理需注意把握的重点并深化研究解决的问题:①医院的客户识别;②医院对客户提出合理承诺;③医院对客户进行有效的信息交流与反馈;并提出合理整合医院信息系统是实现HCRM的基础和保证。It was explored that the concept and significance of hospital client relation management（ HCRM）, structure and application of the management. At last the importance and problems were discussed as following： Customer identification, reasonable commitment from the client and effective communication and feedback. Therefore, it was proposed that the integrated hospital information system is the base and guarantee of HCRM implementation.

关 键 词：医院管理 客户关系管理 信息管理 

分 类 号：R197.32[医药卫生—卫生事业管理]