摘要
将在企业应用中较为成熟的客户关系管理(CRM)的概念引入医院信息管理中。在HIS系统结构层和实施层上体现“以客户为中心”的思想,阐述了客户关怀系统的基本构架。对如何在HIS中建立客户关怀系统和客户关怀系统的未来的主要发展方向提出了几点意见。随着我国医院信息化的投入水平和医疗卫生服务质量的不断提高,客户关怀系统在未来将成为医院信息系统的核心组成。
This paper brings forward a new framework of HIS (Hospital Information System) by with making reference to CRM (Customer Relationship Management), and expresses the idea of customer orientation in organizational level of HIS. It describes the structure of Client Care System and discusses the key problems with its implemention. With the progress of hospital information management inland, Client Care System will become the core concept of HIS in the future.
出处
《商业研究》
北大核心
2004年第7期80-83,共4页
Commercial Research
