CAJ | 학술논문

目的:探讨医院客户关系管理系统(HCRM)在屈光中心的应用效果.方法:将2014年7-12月在我院屈光中心就诊的150例屈光患者纳入实验组,运用HCRM进行护理服务;同时将2014年1-6月在我院屈光中心就诊的150例屈光患者作为对照组,按照常规护理模式进行护理服务,采用自制问卷调查两组患者的总体满意度情况并进行比较.结果:通过接受6个月HCRM服务模式,实验组患者在就诊过程、获取医疗信息、术后随访服务等方面的满意度均高于对照组,差异有统计学意义(P<0.05).结论:HCRM的应用提供了全新的就医体验,加强了医患的信息沟通,提高了服务管理水平,从而增强了医院在行业中的竞争力.
목적:탐토의원객호관계관리계통(HCRM)재굴광중심적응용효과.방법:장2014년7-12월재아원굴광중심취진적150례굴광환자납입실험조,운용HCRM진행호리복무;동시장2014년1-6월재아원굴광중심취진적150례굴광환자작위대조조,안조상규호리모식진행호리복무,채용자제문권조사량조환자적총체만의도정황병진행비교.결과:통과접수6개월HCRM복무모식,실험조환자재취진과정、획취의료신식、술후수방복무등방면적만의도균고우대조조,차이유통계학의의(P<0.05).결론:HCRM적응용제공료전신적취의체험,가강료의환적신식구통,제고료복무관리수평,종이증강료의원재행업중적경쟁력.
Objective: To investigate the effect of the hospital customer relationship management (HCRM) in Refractive Center.Methods: Totally 150 patients who visited the Refractive Center from January to June,2014 were selected as control group,they received routine nursing care.The experimental group also included 150 patients who came to the center from July to December,2014,and received HCRM service.Then,a self designed questionnaire was used to evaluate their satisfaction level.Results: The satisfaction levels of consultant process,medical information acquirement,and postoperative follow-up service in experimental group were higher than those in the control group (P<0.05).Conclusion: Application of HCRM system can provide a new experience on outpatient service,improve communication between patients and medical staff,and then enhance the hospital competitiveness in the medical business.