医院客户关系管理平台的设计应用  

Design and Application of Hospital Customer Relationship Management Platform

作　　者：周红英[1] 廖春花 李瑞宝[1] 梁新玲 温明锋 ZHOU Hongying;LIAO Chunhua;LI Ruibao;LIANG Xinling;WEN Mingfeng(Customer Service Center,Jiangmen Central Hospital,Jiangmen,Guangdong Province,529030 China)

机构地区：[1]江门市中心医院客服中心,广东江门529030

出　　处：《中国卫生产业》2021年第18期35-38,共4页China Health Industry

摘　　要：随着医疗体制改革的持续深入,医疗市场竞争日益激烈,尤其是民营医疗机构的兴起,使得公立医院的生存更加困难。与此同时,人们维权意识、健康意识的强化也使得医院必须不断优化服务,改善患者的就医体验。在此背景下,公立医院必须转变经营管理理念,一切以患者为中心,参照行业政策法规,提高医疗技术水平,重视改善医患关系,更好地为患者服务。客户关系管理是医院管理的重要方面,在信息化社会,医院客户关系管理也开始朝着信息化模式转型,依托信息技术建立的客户关系管理平台将更加高效、便捷地管理医院客户,为医院的健康发展奠定基础。基于此,该文在简要介绍了医院客户关系管理理念的基础上,详细阐述了医院客户关系管理平台的设计应用策略,以期为改善医患关系、提高医疗服务水平提供参考。With the continuous deepening of the reform of the medical system,the competition in the medical market has become increasingly fierce,especially the rise of private medical institutions,making the survival of public hospitals more difficult.At the same time,the strengthening of people's awareness of rights and health also makes hospitals continue to optimize services and improve patients'medical experience.In this context,public hospitals must change their business and management concepts,take patients as the center,refer to industry policies and regulations,improve medical technology,pay attention to improving the relationship between doctors and patients,and better serve patients.Customer relationship management is an important aspect of hospital management.In an informationized society,hospital customer relationship management has also begun to transform to an informationized model.The customer relationship management platform established by relying on information technology will manage hospital customers more efficiently and conveniently,lay the foundation for healthy development.Based on this,on the basis of a brief introduction to the hospital customer relationship management concept,the article elaborates on the design and application strategy of the hospital customer relationship management platform in order to provide a reference for improving the relationship between doctors and patients and improving the level of medical services.

关 键 词：医院客户关系管理 平台设计 系统功能 

分 类 号：R197[医药卫生—卫生事业管理]