| Among the emerging science areas, service science aims to accelerate innovation in service by integrating knowledge of different subjects. US Council on Competitiveness has propose it as one of the 21th century US national innovation strategies in 2004. Service science focus on the innovation, model, information sharing and process-orientation, realizing the process-orientation and standardization as products on assembly line integrated with individuation. Information technology is a tool of the scientific trend of service, information management means mining the service’s potential. The development of hospital information and customer service system is one important component of service science area, meanwhile, it serve as the combination of the theory of service science and information application. The standardized construction of information service system is the basis of the interconnection, interworking and healthy development of information service.In traditional hospital "hospital centric" service pattern, the service mode is simple and rough, procedure tedious, efficiency low, service only applies in the treating process. With low customer satisfaction, terrible customer experience, the demand of medical equipment optimization, treating guidance, innovative service process is very urgent. Hospital management teams are concerned with the problems as transferring traditional service pattern, systematic construction of hospital service pattern adapting to the needs of future and customers.As an inevitable area among modern hospital, it is important that the management team import the concept of customer relationship management, and push the construction of hospital customer service system by introducing modern information technology, construct the new pattern of service engineering, encourage the innovation and improvement of service, and enrich the service science system in hospital. With the development of information technology and the digitalization of the modern hospital, digital medical record and health archives has been completed in hospitals of different levels. With the long-term ability of saving customers’ dynamic health information, it became possible for hospitals to provide life-long service to customers. The development of information technology overcame lots of obstacles of original service link. The concept of "patients centric" will definitely transfer into "customer centric". The construction of digital customer service system is gradually becoming the hot spot of the information construction and service innovation in hospitals.This thesis researches the application of service science in hospital service area. It bring "customer centricity" to research the innovation pattern of constructing hospital customer service information system, and standardization construction strategy based on the condition of digitalization. The research aims to discover the construction strategy and integrated solving plan of hospital customer service system, the innovation information technology application and customer service construction pattern by using the developed achievement and method of hospital digitalization, and to study the form of regulation, in order to realize the hospital customer relationship management and to diverse customer service, therefore improve the level of service, provide better service and concern. To a certain degree, comply with the development of era and better satisfy customer’s demands in all directions even the potential needs when solving the medical problem. It also aims to facilitate the transfer of "patient centric" to "customer centrick", make sure the systematization, standardization, processization of the construction of customer service engineering, diverse the research of hospital service science, improve the service and information standardization in this area.Standardized construction of hospital customer service system under digital condition is the key to manage the relationship between hospital and customer. It enable the hospital to establish good communication system, maintain the rapport among customers and hospital, deeper develop customer resources and effectively manage these resources. It also make it possible to listen to the medical customers and act efficiently due to various demands. By using effective customer relationship management system and life-long serving concept, push the medical service team forward. Design the hospital customer service platform based on the analysis of the problem existed. The function can include register appointment, diagnosis appointment, diagnosis notice, diagnosis procedure reminder, information updates, etc. Solving the problems under original situation and bring convenience, efficiency and consideration to patients. Efficient diagnosis, register appointment service can shunt the patients, reduce the waiting time, balance the medical resources, therefore to manage the medical resources more efficiently. Track and serve the patient before, among and after the medical treatment, improve the comprehensive service of hospital, perfect the customer experience. The service pattern of this research combines the hospital inner information system with the internet, devices as smart phone, IPAD, etc. bring the medical service put of hospital, comply with the idea of initiative concern and initiative medic. Some value-added service in hospital customer service platform provide a lot of innovation in the pattern and content of service. It allows the patience enjoy the humanistic care of hospital. The new medical care service and marketing pattern reflect the innovation of the combination of information technology and management, service pattern, and value up the hospital brand.Hospital’s customer service system under digitalized condition aims to establish an integrated, open and new service model, systematic service engineering and management system, by the guidance of "customer centric". Innovate the design by analyzing the hospital service process, build up a diverse, functional, information sharing working procedures, which is able to classify the customers and optimize the working procedures accordingly. To establish the system to act efficiently, reflecting the humanism care and provide the service effectively and considerately service to customers. This customer service system involves service content, service process, service pattern, operation management and information management software study and design, composed by a series of service information system and service organizations.Hospital’s customer service system under digitalized condition involves service content, service process, service pattern, operation management and information management software study and design, aims to establish an integrated, open and new service model, systematic service engineering and management system, by the guidance of "customer centric". Innovate the design by analyzing the hospital service process, build up a diverse, functional, information sharing working procedures, which is able to classify the customers and optimize the working procedures accordingly. Digital customer service system is an open customer service system platform and management system. It mainly includes digital customer relationship management and service platform, digital smart voice customer service system, ward video interaction customer service system, internet based health management and service system,3G based seamless emergency system, Wechat public platform based mobile medical system, and other customer service system including triage queuing, self-service, information update, payment management, and internet based customer management system. Construction of digital customer service system requires thorough customer medical service needs analysis, automatic service push system, sophisticated customer service process, systematic information service software platform, diversed customer service organization, to provide customers with ongoing medical service, realize the social and economic values of hospitals. Together with putting forward the construction strategy of standardization, this thesis proceeded field test, and received evident result.The main innovation of this research lies in the enrichment of service science theory, development of the research and application of service science and customer relationship management in medical field; put forward "customer centric" systematic information technology service strategy in hospital service system construction, and is of obvious value of popularization and Application. The standardized construction management theory of this service pattern also provided valuable research on the formulation of hospital customer information technology service related construction in the future. |
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