客户关系管理范式下住院患者的管理研究与价值分析  

Research on the Management of Inpatient Under the Paradigm of Customer Relationship Management and Value Analysis

作　　者：施峰 禹贵平 SHI Feng;YU Guiping(Department of Obstetrics and Gynecology,the First People's Hospital of Tai'an,Tai'an Shandong 271000,China;Office,the First People's Hospital of Tai'an,Tai'an Shandong 271000,China)

机构地区：[1]泰安市第一人民医院妇产科,山东泰安271000 [2]泰安市第一人民医院办公室,山东泰安271000

出　　处：《中国卫生标准管理》2023年第14期52-57,共6页China Health Standard Management

摘　　要：在医患关系日趋复杂化和严峻化的背景下,医疗纠纷和医疗事故不断恶化和升级。这对医患关系的优化和提升提出了新的要求。良好的医患关系对防范医疗纠纷的发生起到积极的作用。它离不开对住院患者信息反馈的价值分析与科学管理。其中最基础的工作是对住院患者信息反馈的整理、建立信息数据仓库进行信息数据的分析与信息数据的挖掘,在此基础上做出科学的决策与维护。而住院患者关系管理(inpatient relationship management,irm)更加强调重视对客户(住院患者)的价值分析与有效管理,使医院更加重视在客户关系管理范式下借助信息管理系统对住院患者进行有效管理和对信息反馈进行价值分析进而建立良好的医患关系,最终使医院与住院患者之间建立稳定的关系并提高医院运作效率和核心竞争力。这对化解医疗纠纷,建设和谐的医患关系具有重大的指导意义和参考价值,将指引我国医疗行业的健康发展。Against the backdrop of increasingly complex and severe doctor-patient relationships,medical disputes and medical accidents are constantly deteriorating and escalating.This puts forward new requirements for the optimization and improvement of doctor-patient relationships.A good doctor-patient relationship is not only conducive to the cure of diseases,but also plays a positive role in preventing the occurrence of medical disputes.The establishment of a good doctor-patient relationship cannot be separated from the value analysis of information feedback from hospitalized patients and the scientific management of patients.The most fundamental work is to organize the feedback of inpatient information,establish an information data warehouse for information data analysis and mining,and make scientific decisions and management based on this.inpatient relationship management(irm) places more emphasis on value analysis and effective management of customers(inpatients),making hospitals pay more attention to using information management systems to effectively manage inpatients and analyze the value of information feedback under the paradigm of customer relationship management,thereby establishing good doctor-patient relationships,ultimately,it enables the hospital to establish a long-term and stable interdependent relationship with the special client of inpatients,and improves the overall operational efficiency and competitiveness of the hospital.This has significant guiding significance and reference value for resolving medical disputes and building a harmonious doctorpatient relationship,and will guide the healthy development of China's medical industry.

关 键 词：住院患者 患者价值 医患关系价值 医患关系管理 信息反馈价值 医院发展 

分 类 号：R197[医药卫生—卫生事业管理]