摘要
文章在分析CRM基本理论及医患关系基本特点的基础上,提出以患者满意为基础、医院为主导来建立和谐医患关系。其核心思想是医院应把患者作为最重要的资源,树立以患者为中心的基本理念。最后从理念、机制、技术应用系统三个层面探讨了CRM在构建和谐医患关系中的具体应用。
On the basis of analyzing CRM＇s basic theory and basic characteristics of doctor-patient relationship, article points that hospitals should lead to establish a kind of harmonious doctor-patient relationship on basis of patients satisfaction .Its core idea is that hospital should regard patients as the most important resources and establish the patient-centred conception. Finally, the article discusses CRM＇ s some specific applications in the building of a harmonious doctor-patient relationship from the following three aspects including conception , mechanism and technology application system.
出处
《中国医院管理》
2009年第4期77-78,共2页
Chinese Hospital Management
关键词
CRM
患者满意
医患关系
customer relationship management, patient satisfaction, doctor-patient relationship
