摘要
通过分析CRM原理对提高医院核心竞争力的作用:可提高医院服务质量,为病人让渡价值,使病人乐意选择医院;可提高领导决策的有效性,更好地为病人服务,提高卫生服务的接受性;可完善医患关系,使患者满意,扩大医院的影响;可改变医院的服务理念,缩小与国外的差距;可重塑医院以病人为中心的文化形象,从而提出现阶段我国医院实施CRM的方法:树立病人导向的医院文化和经营管理思想;研究开发具有我国医院服务特色的CRM系统;取得医院上上下下行为上的理解与支持;完善医院的管理制度。
Based on the analyses the roles of CRM theory in improving the core rivalrousness ability of hospital such as improving the hospital s quality of services to delivery the value to the patients and make them tend to choice the hospital' s services, enhancing the validity of the leader's decision making to serve the patient better and get more health services acceptance, perfecting the relationship between hospital and patients to satisfy the patients and extend the influence of hospital, changing the service conception to reduce the distance between China and foreign, remolding the culture image of patients being the center of hospital, we point out the several methods to implement CRM in recent phases, that is building up the patients oriented hospital culture and management idea, developing our own CRM system feature, getting the understand and support from all over the hospital, perfecting the hospital management system.
出处
《中国医院》
2002年第12期30-33,共4页
Chinese Hospitals
关键词
CRM
客户关系管理
核心竞争力
医院文化
CRM (custom relationship management) the core rivalrousness ability
