CRM对我国医院经营管理的启示

在分析CRM理论的基础上，结合医院经营管理的实践，认为我国医院应在注重内部管理的同时，加强外部资源管理；与病人建立良好的关系；注重病人的情感需求，给病人更多的情感满足；建立呼叫中心，拓展医疗服务并挖掘潜在市场；建立病人信息管理系统，针对病人情况采取差别化营销策略；强化“以病人为中心”的经营理念和医院文化。

The revelation from CRM theory on hospital management in China

Analyzing CRMtheory and linking hospital management practice,the authors considered that internal management and external resources management in hospital should be strengthened,that feeling demands of the patients should be regarded to establish good relation,that calling center for health should be established to expand medical services market,that information management system for the patients should be perfected to carry on individuation management strategy,and that management thought and hospital culture of patient centered should be consolidated