“客户关系管理系统”对提高特需患者满意度的作用

Effects of Customer Relationship Management in Improving Satisfaction of VIP Patients

目的探讨"客户关系管理系统"(customer relationship management,CRM)对改善医患关系、提高特需患者满意度的作用。方法设计调查表,分别对特需住院患者及门诊患者就接受CRM服务前后的满意度调查对比。结果通过接受1年CRM服务模式,患者总体满意度测评提高,其中对"诊疗流程"、"预约模式"、"获取医疗信息"和"健康宣教"满意率提高较为明显,与实施前相比差异有统计学意义(P<0.05)。结论医院开展CRM系统服务,把患者日益增加的需求放在核心位置,能显著提高患者的满意度,改善医患关系。

Objective To discuss the role of customer relationship management(CRM) system in improving the doctor-patient relationship and enhancing VIP patients' satisfaction.Methods Questionnaires were used to evaluate these patients,including in-patients and out-patients to compare the satisfaction before & after the CRM services.Results After one year of CRM services,the overall satisfaction of the patients was increased.Among them,the satisfaction-rate of 'consultant procedure','appointment procedure model','medical information acceptance' and 'health information Promotion' were increased significantly were significantly increased after the implementation of CRM service than those before(P<0.05).Conclusion It is quite important to carry out CRM service system to the patients to meet the increasing demands from patients,improve patients' satisfaction on the medical services,and ameliorate the relationship between doctors and patients.