Client Relationship Management Research To NC Hospital

Purpose Explore the possibility of introducing the concept of client relationship management to hospital management. Discuss the feasibility and importance of hospital implementing HCRM by analyzing the role CRM plays in enterprise management. Study the uniqueness of hospital. Propose personal opinions and ideas on HCRM function model that hospital implements as well as the system design. Put forth the strategies and measures on hospital client relationship management. Expect to improve competitiveness and promote the economic benefits as well as the social reputation by having hospitals conduct client relationship management.Methods 1. Document index. Utilize the electronic resources of library. Collect information by studying the relevant periodicals and articles as well as through Internet. Conduct index about CRM management theory, connotation and meaning as well as it's application to enterprises both domestically and internationally. Follow up on the latest academic progress and articles. Study,choose,assess and organize the relevant documents and by doing so, come up with HCRM concept and it's role and use to the hospital management. In the course of study, choose the objective and representative documents and conduct further study on basis of that.2. Survey and Questionnaire. Conduct a satisfaction survey among the clients of NC hospitals, which can be divided into outpatient survey and clinic survey. The content of survey includes the 20 observation aspects of hospital satisfaction. A total of 300 questionnaires were released, out of which 100 questionnaires were released in the outpatient and 86 were received, the return rate is 86%.200 questionnaires were released in clinic and 170 were received,so the return rate is 85%. Conduct survey and analysis about research document.Result 1. Through client satisfaction survey of NC hospital and the network condition of hospitals, introduction of CRM system to hospital is proved to be necessary.2. Propose HCRM model and the application of the system, clarify the target of HCRM, ensure the customers' satisfaction and loyalty, establish the harmonious relationship between physicians and patients so as to promote the health and sound development of hospitals.Conclusion 1. It is feasible and necessary for NC hospitals to implement HCRM.2. Information-oriented hospital will become the development trend for future hospital.