对大型国有医疗机构医院客户关系管理的探讨

在医院的各种资源中,客户是最重要的资源,是医院服务的对象,是医院利润的最终来源。医院经营管理必须调动所有的资源为病人服务,才能及时适应外部环境和市场的变化,制定与之相应的医院发展战略,使医院能长久、稳定、健康地发展。医院客户关系管理(hospital customer relationship management,HCRM)的理念,拓宽了医院管理的视角,扩展了医院发展的空间,为医院注入了新的活力,带来了医院经营管理上的创新,创造更多、更大的社会效益和经济效益。

The Discussion of the Establishment of HCRM in State-owned Hospital

Customer is the most important resource, the service clients and profits source of hospital. The hospi tal need to use all the resources to serve for them to adapt to the change of environment . And it is also important to formulate hospital development strategy to maintain the sustained and healthy development. The management con cept of HCRM would broaden the management view and expand the development space of hospital. HCRM would also make innovation for hospital management to create more social and economic benefits.