摘要
通过分析医院门诊流程的现状,提出建立全科预处理门诊和患者接待中心等基于CRM的门诊流程改善方案,旨在改变医院的服务模式,提高服务能力,降低患者就医时间、费用支出并提高满意度,增强医院的竞争力。此外,剖析了一个案例用以支持笔者的观点。
Analyzing the current clinic process in hospitals, this paper puts forward a program to improve the clinic process based on Customer Relationship Managemnt （CRM）. The program is to establish pretreatment clinics for all section offices and patient reception centers, in order to improve service market competence of hospitals, and save patients time and money. A case is included.
出处
《工业工程》
2005年第5期84-88,95,共6页
Industrial Engineering Journal
关键词
客户关系管理
门诊流程
全科预处理门诊
患者接待中心
Customer Relationshep Management （CRM）
clinic process
pretreament clinic for all section offices
patient reception center
