医院预约系统的研发及建设  

Research and Development of Hospital Reservation System

作　　者：梁娜[1] 张勇[1] 刘永芳[1] 李景波[1] 

机构地区：[1]第三军医大学第一附属医院,重庆400038

出　　处：《中国卫生质量管理》2011年第6期50-53,共4页Chinese Health Quality Management

摘　　要：预约系统是医院数字化建设的重要组成部分,是实施客户关系管理的信息集成平台。通过对预约系统研发需求及建设思路的调查与分析,归纳出客户关系管理的重要内容,并通过预约系统的使用,论证其对挖掘潜在顾客的作用。预约系统的使用提高了客服中心的运作效率,对缓解就诊高峰集中、排队等候时间长等问题具有重要意义。Hospital Customer Service Center （ CSC ）, working as conformity of hospital service - flow and service function, becomes a good media to build and maintain the customer relationship; reservation system is a significant component of the hospital digital construction for its working as an information integration platform to manage the customers. The study tries to obtain the significant contents of customer relationship management by way of interviewing and analyzing the requirements for reservation system and its construction design, and then works out the reservation system＇ function of absorbing the potential customers during its normal use. The use of reservation system promotes the operation efficiency of CSC, and bears substantial significance to resolve the customers＇ problems of long waiting and rush hour.

关 键 词：预约 顾客 服务 

分 类 号：R197.323[医药卫生—卫生事业管理]