摘要
目的:"医患通"服务平台建立的目的在于利用数字化手段在医院与患者之间搭起沟通的桥梁,创新医院客户服务方式。方法:该平台基于电子病历系统和医疗消息系统,将医院内部的医疗信息网络与社会通讯平台(手机、小灵通、互联网等)之间交互医疗信息,完成医患之间的沟通与交流。结果:可以轻松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。结论:该平台的建立实现了医院客户服务模式和客户关系管理模式的创新,推广应用前景广阔。
Objective The setting of ＂doctor-patient communication＂ platform aims to innovate service pattern for hospital customers by constructing the communication bridge between hospital and patients via digital ways. Methods The platform was based on electronic patient records system and hospital information system. The internal information could interchange with social communication platform （cell phone, PHS, internet） via that system to realize the communication between doctors and patients. Results The platform could easily realize immediate interaction and group administration to customers in the form of manual communication, short massage, voice service and email. Conclusion The platform innovates both the service pattern for hospital customers and hospital customer relationship management （CRM） mode, and it has a bright application future.[Chinese Medical Equipment Journal,2008,29（11 ） ： 48-50]
出处
《医疗卫生装备》
CAS
2008年第11期48-50,共3页
Chinese Medical Equipment Journal
关键词
数字化医院
医患通
医院客户关系管理
短信平台
医院客户服务
digital hospital
doctor-patient communication
hospital customer relationship management （CRM）
SMS platform
hospital customer service
