摘要
目的:在新医改背景下我国的医疗产业政策、市场环境发生了深刻的变化,医疗服务主体呈现多元化格局,医院与患者关系管理的重要性凸显。建立起来的以患者为中心的管理体系,实现从传统的"以业务为中心"的经营模式向现代化的"以客户为中心"的经营模式转变。方法:借鉴客户关系管理(CRM)的管理经验,服务理念,融入医院管理理念、业务流程、服务营销策略和客户服务等建立起来的以患者为中心的管理体系。"以患者为中心"实施流程再造是新环境下的必然选择。结果:客户关系管理对医院流程再造的影响呈现在多个方面。把"以患者为中心"的服务理念贯彻到医院各流程环节,改进医院管理,建立良好的医患关系。结论:尽管医院客户关系管理(HCRM)在医院行业的应用刚刚起步,其在医院流程再造的过程中发挥的作用将逐步显现。
Objective：Under the background of new medical reform,China＇s medical industry policy and the market environment have undergone profound changes.Methods：With the increasing investment of the government and the joining of social capital,the medical service subject presents diversified structure.Additionally,the strengthening of the medical service demand side＇s consciousness and ability in choosing products and service bring all-round way change for the medical market competition,which demonstrates the importance of the hospital customer relationship.Results：The hospital regression of KIBS essential organizational form and the ＇patient-centered＇ implement process reengineering is an inevitable choice under the new environment.The customer relationship management would impact on hospital process re-engineering in many aspects.Conclusion：Though HCRM has just been used in medical field,its role in reconstruction of hospital workflow will be more and more important.
出处
《中国医学装备》
2012年第4期64-66,共3页
China Medical Equipment
关键词
新医改
医院
流程再造
客户关系管理
Medical reform
Hospital
Process reengineering
Customer relationship management
