医院客户关系管理系统在屈光中心的应用  

Application of Hospital Customer Relationship Management System in refractive center

作　　者：夏莹[1] 董江[1] 苏婷[1] 詹汉英[1] 

机构地区：[1]武汉爱尔眼科医院汉口医院护理部,武汉市430024

出　　处：《中国护理管理》2015年第8期1011-1013,共3页Chinese Nursing Management

摘　　要：目的 :探讨医院客户关系管理系统(HCRM)在屈光中心的应用效果。方法 :将2014年7-12月在我院屈光中心就诊的150例屈光患者纳入实验组,运用HCRM进行护理服务;同时将2014年1-6月在我院屈光中心就诊的150例屈光患者作为对照组,按照常规护理模式进行护理服务,采用自制问卷调查两组患者的总体满意度情况并进行比较。结果 :通过接受6个月HCRM服务模式,实验组患者在就诊过程、获取医疗信息、术后随访服务等方面的满意度均高于对照组,差异有统计学意义(P<0.05)。结论 :HCRM的应用提供了全新的就医体验,加强了医患的信息沟通,提高了服务管理水平,从而增强了医院在行业中的竞争力。Objective： To investigate the effect of the hospital customer relationship management （HCRM） in Refractive Center. Methods： Totally 150 patients who visited the Refractive Center from January to June, 2014 were selected as control group, they received routine nursing care. The experimental group also included 150 patients who came to the center from July to December, 2014, and received klCRM service. Then, a self designed questionnaire was used to evaluate their satisfaction level. Results： The satisfaction levels of consultant process, medical information acquirement, and postoperative follow-up service in experimental group were higher than those in the control group （P〈0.05）. Conclusion： Application of HCRM system can provide a new experience on outpatient service, improve communication between patients and medical staff, and then enhance the hospital competitiveness in the medical business.

关 键 词：医院客户关系管理 屈光中心 医院服务 

分 类 号：R47[医药卫生—护理学]