医院信息系统的数据挖掘与实施医院客户关系管理的思考

Discussion about data mining of hospital information systems and implement hospital customer relationship management

目的对医院信息系统大型数据库中积累的病人资料进行挖掘和利用,为医院的经营管理服务。方法引入客户关系管理的概念,构建了3类医院客户分析系统。结果对病人的一般信息、就诊信息、消费水平、付费方式等内容的多重分类分析可产生医院不同的客户群体;对病人就诊、治疗情况的分类分析,可发现某种疾病的发病和潜在发病情况;对体检结果、手术情况的单项分析,可对病人提出随诊建议。结论医院客户关系管理拓展了医院信息系统的功能,有助于病人资源的管理,对不同的客户群体针对性地采取差异性服务,有利于保持和增加病人资源,提高医院效益。

Objective To provide services for the hospital management by mining and using of patients＇ details accumulated in the large database of hospital information systems. Methods The conception of CRM was introduced, and three kinds of hospital customer analysis systems were constructed. Results Different customer groups were classified according to multianalysis of the data about the patient＇s general information, hospitalized information, consumption levels and means of payment. The pathogenesis and the latent pathogenesis of some diseases were also found by classified analysis of the patient＇s hospitalized information and treatment records. The patients were suggested appointment scheduling based on the single analysis of physical examination records and operation condition. Conclusion Hospital CRM could develop the function of hospital information system to help hospital managers to control the patient resources, offer diverse services to the different customer groups, protect and increase patient resources and improve hospital benefit.