医院数字化客户关系管理平台的研究与应用

摘要

医院引入客户关系管理的理念是提升服务品质的一种必然选择.庞大的人群和流量是医院实行客户关系管理的瓶颈.医院数字化为此创造了条件,可以利用医院内部的临床信息系统与社会通讯平台,实现面对客户的人工、短信、语音、电子邮件等即时交互功能和群体管理功能.该文介绍了医院客户关系管理的特点、医院数字化客户管理平台的系统构成和主要功能、研究应用的结果和结论.%It is inevitable for hospitals to introduce the concept of hospital client relationship management in order to upgrade service quality．The large population and number of visits of patients have been the bottle-neck for hospitals to implement management of hospital client relationship．Digital technologies make it possible for the hospital to utilize the internal clinical data systems inside the hospital and the communication platforms outside the hospital so as to implement functions of instant interaction and collective management such as one-to-one conversation,SMS,voice messages,emails,etc．This paper has addressed the features of hospital client relationship management,the structure and major functions of a digital platform for hospital client relationship management and its implications and conclusions.