| CRM对完善医患关系的作用 |
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| 引用本文： | 董军,李小华.CRM对完善医患关系的作用[J].中国医院管理,2002,22(11):49-51. |
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| 作者姓名： | 董军 李小华 |
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| 作者单位： | 武汉大学公共管理学院,武汉市,430072 |
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| 摘 要： | 在分析市场经济时代医患关系实质的基础上，阐述了实施CRM对改善医患关系的作用，认为CRM可改变医生认知的视角和观念，端正其态度；可拓展医疗服务功能，提高医疗服务质量；可完善医院的服务制度，满足病人不断变化的需求；可保持病人，与病人建立长久的关系，有助于加强医患双方的沟通，使双方建立积极的情感联系。
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| 关 键 词： | CRM 医患关系 医院管理 医疗服务质量 |
| 文章编号： | 1001-5329(2002)11-0049-03 |
| 修稿时间： | 2002年8月14日 |
Effect of CRM to Perfecting Staff-patient Relationship |
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| Dong Jim,Li Xiaohua Public Management College of Wuhan University,Wuhan,PRC.Effect of CRM to Perfecting Staff-patient Relationship[J].Chinese Hospital Management,2002,22(11):49-51. |
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| Authors: | Dong Jim Li Xiaohua Public Management College of Wuhan University Wuhan PRC |
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| Institution: | Dong Jim,Li Xiaohua Public Management College of Wuhan University,Wuhan,430072,PRC |
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| Abstract: | On the basis of analyzing the essence of staff-patient relationship in market economy period, the paper described the effect that CRM improved staff-patient relationship. It is said that CRM can change visual angle and notion of doctors' cognition and correct their attitude. It can strengthen the function of medical services and improve the quality of medical services. It can perfect services system of hospitals and meet the changing need of patients. It can help to set up long relationship with patients and reinforce the communication of staff-patient and form a kind of positive emotion relation for staff-patient. |
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| Keywords: | customer relationship management staff-patient relationship emotion relation |
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