| 医院客户关系管理初探 |
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| 引用本文： | 黄英,张胜联,肖正华,龚海涛.医院客户关系管理初探[J].解放军医院管理杂志,2008,15(3):256-257. |
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| 作者姓名： | 黄英 张胜联 肖正华 龚海涛 |
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| 作者单位： | 武警北京总队医院,北京,100027 |
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| 摘 要： | 探讨医院客户关系管理的概念与意义，医院客户关系管理的组织构架与实施，讨论了医院客户关系管理需注意把握的重点并深化研究解决的问题：①医院的客户识别；②医院对客户提出合理承诺；③医院对客户进行有效的信息交流与反馈；并提出合理整合医院信息系统是实现HCRM的基础和保证。
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| 关 键 词： | 医院管理 客户关系管理 信息管理 |
| 文章编号： | 1008-9985(2008)03-0256-02 |
| 修稿时间： | 2007年9月17日 |
Hospital Client Relation Management |
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| HUANG Ying,ZHANG Sheng-lian,XIAO Zheng-hua,GONG Hai-tao.Hospital Client Relation Management[J].Hospital Administration Journal of Chinese People's Liberation Army,2008,15(3):256-257. |
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| Authors: | HUANG Ying ZHANG Sheng-lian XIAO Zheng-hua GONG Hai-tao |
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| Institution: | HUANG Ying, ZHANG Sheng - lian, XlAO Zheng - hua, GONG Hai - tao ( Beijing General Team Hospital of Chinese Peoples Armed Police Forces, Beijing 100027) |
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| Abstract: | It was explored that the concept and significance of hospital client relation management(HCRM),struc- ture and application of the management.At last the importance and problems were discussed as following:Customer identification,reasonable commitment from the client and effective communication and feedback.Therefore,it was proposed that the integrated hospital information system is the base and guarantee of HCRM implementation. |
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| Keywords: | hospital management client relationship management information management |
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