Patient Relationship Management : Patient Care with CRM Approach
Abstract
In the business world, customer relationship management is utilized to hold customer reliability so as to expand income. Healthcare associations can fabricate a similar sort of relationship with patients, and it can likewise offer progressively unmistakable advantages. The principal advantage is by utilizing a similar hospital a patient's treatment history ought to be moderately outstanding by the association. Intermittently, extraordinary hospitals utilize distinctive patient data frameworks which are not constantly perfect with one another. On the off chance that a patient continues changing the hospital, his or her medical record can be dissipated around different destinations. In a perfect world, if the patient is treated by a similar doctor in each visit, that doctor will get progressively comfortable with the patient, which could enhance treatment. The most unmistakable advantage, be that as it may, is time. In the event that the patient goes to a similar doctor inevitably, there is no requirement for long registration toward the start of each visit. In spite of the fact that a developing collection of proof backings the utilization of cell phone short message service (SMS) for increasing physical movement, sustenance, and smoking suspension, past investigations were constrained by an attention on center to upper pay populaces, and have not focused on transcendently country networks outside the healthcare conveyance framework. Hospital websites are considered as a fitting framework for trading data and building up correspondence between patients, hospitals, and medical staff. Website character, website contact intelligence, shopping accommodation, just as consideration and service are the variables to the extent the patient relationship management is concerned. In healthcare situations, patients are considered as the primary customers; in this way, the term Patient Relationship Management (PRM) is utilized in these unique situations. PRM permits healthcare focuses to have a superior understanding into the requirements of patients while giving them better consideration. Thusly, PRM gives a chance to utilize information and data to comprehend customers and to make an incentive with them. The requirement for PRM developed when associations comprehended that it was less exorbitant to keep their present customers, while pulling in another customer would be more-expensive for an association than keeping their present customers.
References
Abou-Malham S, Touati N, Maillet L, Breton M. (2018); The challenges of implementing advanced access for residents in family medicine in Quebec. Do promising strategies exist?; Med Educ Online; 23(1); 1438719
Adams RJ. (2010); Improving health outcomes with better patient understanding and education; Risk Manag Healthc Policy; 3; 61-72
Asgar MG, Shahri S. (2015); Customer relationship management in healthcare; Umhuriyet University Faculty of Science Science Journal (CSJ), 36(3); 1003-1005
Anshari M, Almunawar MN.(2011); Evaluating CRM Implementation in Healthcare Organization; 2011 International Conference on Economics and Business Information IPEDR; 9(2011); IACSIT Press, Bangkok, Thailand.
Al-Abri R, Al-Balushi A. (2014); Patient satisfaction survey as a tool towards quality improvement; Oman Med J.; 29(1); 3-7.
Business Roundtable(2014); Driving Innovation in the Health Care Marketplace A CEO Report. Available from: https://s3.amazonaws.com/brt.org/archive/0_healthcare/BRT-Health-Care.pdf
Bozic KJ. (2013); Improving value in healthcarel Clin Orthop Relat Res ; 471(2); 368-370.
Bradley EH, Fennell ML, Pallas SW, Berman P, Shortell SM, Curry L. (2011); Health services research and global health; Health Serv Res; 46(6pt2); 2019-28.
Carvalho AS, Martins Pereira S, Jácomo A, Magalhães S, Araújo J, Hernández-Marrero P, Costa Gomes C, Schatman ME. (2018); Ethical decision making in pain management: a conceptual framework; J Pain Res; 15(11); 967-976
Chee TT, Ryan AM, Wasfy JH, Borden WB. (2016); Current State of Value-Based Purchasing Programs; Circulation; 133(22); 2197-2205.
Chaguturu S. (2016); Care Management: A Critical Component of Effective Population Health Management; Web Health Catalyst; 1-8
Damberg CL, Sorbero ME, Lovejoy SL, Martsolf GR, Raaen L, Mandel D. (2014); Measuring Success in Health Care Value-Based Purchasing Programs: Findings from an Environmental Scan, Literature Review, and Expert Panel Discussions; Rand Health Q ; 4(3); 9
Dash SK, Panda AK (2011); Managing Customer Relationships In Private Health Care Facilities - A Study With Reference To Greater Noida City Of Uttar Pradesh; Serbian Journal of Management ; 6(1); 27-42
Edward GM, Das SF, Elkhuizen SG, Bakker PJM, Hontelez JAM, Hollmann MW, Preckel B, Lemaire LC (2008); Simulation to analyse planning difficulties at the preoperative assessment clinic; British Journal of Anaesthesia; 100(2); 195-202
Elangchezhian K, Malmarugan D (2014); A Study on Customer Relationship Management Practices In Hospitals; Vellore Institute of Technology, Deemed University, Vellore. Available From: http://www.indianmba.com/Faculty_Column/FC14/fc14.html
Fraser I, Encinosa W, Glied S. (2008); Improving efficiency and value in health care: introduction; Health Serv Res ;43(5Pt2); 1781-1786.
Freytag J, Stroben F, Hautz WE, Eisenmann D, Kämmer JE. (2017); Improving patient safety through better teamwork: how effective are different methods of simulation debriefing? Protocol for a pragmatic, prospective and randomised study. BMJ Open; 7(6); e015977.
Green BN, Johnson CD. (2015); Interprofessional collaboration in research, education, and clinical practice: working together for a better future; J Chiropr Educ; 29(1); 1-10.
Gentry S, Badrinath P. (2017); Defining Health in the Era of Value-based Care: Lessons from England of Relevance to Other Health Systems; Cureus; 9(3); e1079
Giuseppe Speziale (2015); Strategic management of a healthcare organization: engagement, behavioural indicators, and clinical performance; European Heart Journal Supplements; 17(Issue suppl_A, 1); A3–A7
Hajikhani S, Tabibi SJ, Riahi L. (2015); The Relationship Between the Customer Relationship Management and Patients' Loyalty to Hospitals; Glob J Health Sci. ;8(3); 65-71.
Institute of Medicine (US) Committee on Health Research and the Privacy of Health Information: The HIPAA Privacy Rule; Nass SJ, Levit LA, Gostin LO, editors. Beyond the HIPAA Privacy Rule: Enhancing Privacy, Improving Health Through Research. Washington (DC): National Academies Press (US); 2009. 6, A New Framework for Protecting Privacy in Health Research. Available from: https://www.ncbi.nlm.nih.gov/books/NBK9585/
Institute of Medicine (US) Committee on Assuring the Health of the Public in the 21st Century. The Future of the Public's Health in the 21st Century. Washington (DC): National Academies Press (US); 2002. 2, Understanding Population Health and Its Determinants. Available from: https://www.ncbi.nlm.nih.gov/books/NBK221225/
Jewell DV, Moore JD, Goldstein MS. (2013); Delivering the physical therapy value proposition: a call to action; Phys Ther; 93(1); 104-114.
Khoshraftar A, Yazdi MFA. (2011); Improving The CRM System In Healthcare Organization. International Journal of Computer Engineering & Science; 1(2); 28-35.
Lyapustina T, Alexander GG. The prescription opioid addiction and abuse epidemic: how it happened and what we can do about it. The Pharmaceutical Journal (A Royal Pharmaceutical Society Publication) 11 June, 2015.
Liptrott S, Peccatori F, Cocquio A, Martinelli G. (2009); Communication skills and raising awareness in clinical practice: an Italian experience; Ecancermedicalscience; 3; 135.
Landers S, Madigan E, Leff B, Rosati RJ, McCann BA, Hornbake R, MacMillan R, Jones K, Bowles K, Dowding D, Lee T, Moorhead T, Rodriguez S, Breese E. (2016); The Future of Home Health Care: A Strategic Framework for Optimizing Value; Home Health Care Manag Pract; 28(4);262-278.
Marzorati C, Pravettoni G. (2017); Value as the key concept in the health care system: how it has influenced medical practice and clinical decision-making processes; J Multidiscip Healthc;10; 101-106.
Mor V. (2005); Improving the quality of long-term care with better information. Milbank Q; 83(3); 333-64.
Mannion R, Davies HT. (2008); Payment for performance in health care; BMJ; 336(7639):306-8.
Monem H, Hussin ARC, Sharifian R. (2012); Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries’ Hospitals; International Journal of Computer Applications; 50(20); 5-12
Niveditha MS(2015); Re -engineering The Outpatient Process Flow of a Multi - Specialty Hospital. Thesis submission for Master of Science in Health Administration; 1-162
Oinas-Kukkonen H, Räisänen T, Hummastenniemi N. (2008); Patient relationship management: an overview and study of a follow-up system; J Healthc Inf Manag; 22(3); 24-29
Poku MK, Behkami NA, Bates DW. (2014); Patient Relationship Management: What the U.S. Healthcare System Can Learn from Other Industries; J Gen Intern Med; 32(1); 101-104
Posner GD, Clark ML, Grant VJ. (2017); Simulation in the clinical setting: towards a standard lexicon; Adv Simul (Lond); 2; 15
Primary Care Collaborative (2010); Transforming Patient Engagement: Health IT in the Patient Centered Medical Home October 2010. Available from: https://www.integration.samhsa.gov/Health_IT_in_the_PCMH.pdf
Prentice JC, Pizer SD. (2007); Delayed access to health care and mortality. Health Serv Res; 42(2); 644-662.
Paazine V, Adjei M. (2011); Customer Relationship Management in the Health care Industry in Ghana; a Case Study in Ashanti Region and the Upper West Region; (Master Thesis) Iulea University of Technology, Sweden
Rafique N, Dadhichi A. (2016); Emerging Role of Customer Relationship Management in Global World with reference to Healthcare Services in Hospitals. IRACST- International Journal of Research in Management & Technology (IJRMT); 6(3); 90-95
Rundell SD, Goode AP, Friedly JL, Jarvik JG, Sullivan SD, Bresnahan BW. (2015); Role of Health Services Research in Producing High-Value Rehabilitation Care. Phys Ther; 95(12); 1703-11.
Skempes D, Melvin J, von Groote P, Stucki G, Bickenbach J. (2018); Using concept mapping to develop a human rights based indicator framework to assess country efforts to strengthen rehabilitation provision and policy: the Rehabilitation System Diagnosis and Dialogue framework (RESYST); Global Health; 14(1); 96.
Sharma NS. (2015); Patient centric approach for clinical trials: Current trend and new opportunities. Perspect Clin Res; 6(3); 134-8.
Thi-Thao-Nguyen S, Yamamoto E, Thi Ngoc Nguyen M, Bao Le H, Kariya T, Saw YM, Duc Nguyen C, Hamajima N. (2018); Waiting time in the outpatient clinic at a national hospital in Vietnam; Nagoya J Med Sci; 80(2); 227-239.
Tuffrey-Wijne I, Goulding L, Giatras N, Abraham E, Gillard S, White S, Edwards C, Hollins S. (2014); The barriers to and enablers of providing reasonably adjusted health services to people with intellectual disabilities in acute hospitals: evidence from a mixed-methods study; BMJ Open; 4(4); e004606
Vardasca TR, Martins HM. Patient Relationship Management in public healthcare settings System architecture. IEEE Communications Society subject matter experts for publication in the IEEE ICC 2011 proceedings. Conference Paper June 2011
Walker LE, Nestler DM, Laack TA, Clements CM, Erwin PJ, Scanlan-Hanson L, Bellolio MF. (2018); Clinical care review systems in healthcare: a systematic review; Int J Emerg Med; 11(1); 6.
Winpenny EM, Miani C, Pitchforth E, King S, Roland M. (2017); Improving the effectiveness and efficiency of outpatient services: a scoping review of interventions at the primary-secondary care interface; J Health Serv Res Policy; 22(1); 53-64
Yousefi K, Kargari M. (2014); Patient Relationship Management Method, an Approach toward Patient Satisfaction: A Case Study in a Public Hospital; International Journal of Travel Medicine and Global Health; 2(1); 11-17.
Yaghoubi M, Asgari H, Javadi M. (2017); The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals; J Educ Health Promot; 6; 6.
Zgierska A, Miller M, Rabago D. (2012); Patient satisfaction, prescription drug abuse, and potential unintended consequences; JAMA; 307(13):1377-1378.
Zgierska A, Rabago D, Miller MM. (2014); Impact of patient satisfaction ratings on physicians and clinical care; Patient Prefer Adherence; 8; 437-446.
Zlateva I, Anderson D, Coman E, Khatri K, Tian T, Fifield J. (2015); Development and validation of the Medical Home Care Coordination Survey for assessing care coordination in the primary care setting from the patient and provider perspectives; BMC Health Serv Res; 15; 226
Zarei E, Daneshkohan A, Khabiri R, Arab M. (2014); The Effect of Hospital Service Quality on Patient's Trust; Iran Red Crescent Med J; 17(1);e17505
