Design And Implementation Of Customer Relationship Management System Of Women & Children's Hospital

As the continuous developing of information technology, information technology is playing a more and more important role in management of Women and Children Hospitals. Specially under challenge of current tense physician-patient relationship nowadays, Women and Children Hospitals hope utilizing information technology to enhance better services, increase return visit rate and patient satisfaction, provide better service on function of health care. The Customer Relationship Management (CRM) System for Women and Children Hospitals, which was discussed on this paper, does not only satisfy the multiple requirements of hospitals, but also helps hospital produce more economic and social benefits.This paper takes GuangDong Women and Children Hospital as study carrier, and CRM as object of study. According to software engineering, the study incorporates the object-oriented modeling technology and UML(Unified Modeling Language), takes C/S as development mode, conducts demand analysis and system design of CRM system for Women and Children Hospitals, highlights outpatient reservations management module. This paper introduces background of system development, current status of hospital information technology development and the current necessity of introducing CRM, then summarizes objects and requirement of the system. Further, this paper discusses system design in details. At the end, this paper presents the user interface of reservation management function.The CRM system provides seamless connections among Short Messaging platform, email system, Hospital Information System (HIS) and Laboratory Information Management System (LIS), real time communication with HIS system. And the reservation service becomes more accurate, and reduces patients'waiting time, effectively guides staggered patients'visits. The CRM system specially refines services to women and children patients, extends hospital service to before and after diagnosis and treatment, provides comprehensive health care services. The CRM System has already been successfully applied in Guangdong Women and Children Hospital and Guangdong No.2 People's Hospital, and it is approved with high practical value.