摘要
随着时代的发展,医院引入客户关系管理的理念将成为一种必然。医院进行客户关系管理,借助传统的手段,具有一定的局限性。数字化新型医院客户管理平台——"医患通"服务平台,是一个基于电子病历系统和医疗消息系统的医院客户关系管理平台和医患沟通平台。通过这个平台,医院内部的医疗信息网络可以与社会通讯平台之间交互医疗信息,实现面对客户的人工、短信、语音、电子邮件等即时交互功能和群体管理功能。该平台的研究应用,有利于医院建立和保持与医院客户的良好关系,深入挖掘和有效管理客户资源,同时突破了时空的限制,将医院整体服务提升到一个新高度。该文介绍了医院客户关系管理的特点、医院客户管理平台的系统构成和主要功能、研究应用的结果和结论。该平台的建立是技术、管理和服务模式的创新,推广前景广阔。
With the development of times, the hospital customer relationship management （HCRM） has become a trend. There is some kind of limited via traditional method to manage customer relationship, the digital new pattem HCRM--Doctor patient communication platform is based on electronic patient records system and hospital information system. The internal information can interchange with social communication platform via this system. Realize the instant interaction function and group management function face the customer such as artificial, SMS, voice and email. The application of this system benefit to built and keep better relationship between hospital and customer, dig deeply and manage the customer source effectively, meanwhile it breaks the limit of space and time taking the general hospital service to new level. This article introduced the characters of HCRM, the structure, main function and the application results and conclusions. The setup of this platform is the innovation of information tectmology also the creative of hospital management pattem and service raodel. So it has a great spread future.
出处
《中国医院》
2008年第9期46-48,共3页
Chinese Hospitals
基金
江苏省省级科研课题:数字化条件下"医患通"服务平台创新研究与应用示范
编号:HL07112
关键词
数字化医院
医院客户关系管理
短信平台
医患通
digital hospital, hospital customer relationship management, SMS platform, doctor patient communication
