Survey on Hospital Customer Relationship Management in Some Shanghai Hospitals

Objectives: Aim to conduct a survey of Hospital CustomerRelationship Management in the three-class Shanghai hospitals.Methods and processes of building up this system were further to be discussed.Methods and materials: This study contained two parts. The first one was to retrieval the informative articles in Medline etc. database. Some valuable suggestions and experiences were shared in this step. The second one was to conduct four facet surveys in six Shanghai hospitals with different levels. Opinions of hospitals’ leaders and doctors as well as needs of patients were studied in this step. Further more, hospitals’ conditions including the function of intranet and customer services department were explored.Results: Four facet surveys were conducted in from the first-class to third- class hospitals. Patients’ needs, physicians’ thoughts, hospital leaders’ opinions as well as hospitals’ facilities were investigated in the past eight months. What was found is as followed. Patients thought their Medical needs couldn’ t be satisfied with nowadays services which were provided by hospitals and wanted more flexible and personal services. Doctors expected to promote their working environments and relationship between the physicians and patients. Advancing hospitals’ reputation with attracting more patients is the most important to the hospitals’ leaders. As for the internal network and customer services departments, they were built up in all investigated hospitals but were somewhat lag behind the development of patients’ need. Nevertheless, functional authorities of first-class hospitals functions are much humanized than the others. Based on these results, hospital customer relationship Management is eager to be built up. Three classes’ hospitals have their own specialties. The first-class has better equipment while the third-class could provide more flexible services. Considering the status in quo, application of hospital customer relationship Management in the first- class as well as in the third- class hospital is much more appropriate. This system could be extended to the all hospitals after its successful test.Conclusion: Hospital customer relationship management is feasible. Considering the result, it would be better to apply this useful system in the first- class as well as in the third-class hospitals first. After its successful operation, it could be popularized to the all hospitals.