CRM Systems in German Hospitals: Illustrations of Issues & Trends

نویسندگان

  • Mahesh S. Raisinghani
  • E.-Lin Tan
  • Jose Antonio Untama
  • Heidi Weiershaus
  • Thomas Levermann
  • Natalie Verdeflor
چکیده

EXECUTIVE SUMMARY German public hospitals face governmental and regulatory pressures to implement efficiency and effectiveness metrics, such as the classification of a Diagnosis Related Groups (DRG) system, by the year 2005. The current average patient stay of nine days in German hospitals is relatively high compared to France with 5.5 days and USA with 6.2 days. CRM will help increase customer satisfaction, loyalty and retention. Multiple IGI PUBLISHING

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

منابع مشابه

A Review of the Issues Associated with Customer Relationship Management Systems

Customer Relationship Management (CRM) standard package software has become a key contributor to attempts at aligning business and IT strategies in recent years. The past decade has witnessed a shift from the need to manage transactions to that of the need to manage relationships. Where Enterprise Resource Planning software dominated the management of transactions era, CRM software leads in reg...

متن کامل

Assessing hospitals' clinical risk management: Development of a monitoring instrument

BACKGROUND Clinical risk management (CRM) plays a crucial role in enabling hospitals to identify, contain, and manage risks related to patient safety. So far, no instruments are available to measure and monitor the level of implementation of CRM. Therefore, our objective was to develop an instrument for assessing CRM in hospitals. METHODS The instrument was developed based on a literature rev...

متن کامل

Critical factors of hospital adoption on CRM system: Organizational and information

a r t i c l e i n f o The recent rapid increase in the amount of medical information has pushed hospitals to confront an essential issue which is how to utilize healthcare information technology to improve healthcare services quality. Customer relationship management system (CRMS) is an innovative technology which facilitates the process to acquire, develop, and maintain customer relationships ...

متن کامل

Construction of Extended Adoption Model of CRM systems at the Healthcare Organizational level in Malaysian Private Hospitals

Customer Relationship Management (CRM) System is very important to enhance healthcare services, improve cost-effectiveness, and accessibility of the healthcare. Therefore, study of the adoption of the CRM in healthcare at organizational level is necessary to identify factors that influence the CRM adoption. Hence, this study aims at proposing an extended adoption model of CRM systems in Malaysi...

متن کامل

Clinical risk management in mental health: a qualitative study of main risks and related organizational management practices

BACKGROUND A scientific understanding of clinical risk management (CRM) in mental health care is essential for building safer health systems and for improving patient safety. While evidence on patient safety and CRM in physical health care has increased, there is limited research on these issues in mental health care. This qualitative study provides an overview of the most important clinical ri...

متن کامل

ذخیره در منابع من

ذخیره در منابع من قبلا به منابع من ذحیره شده

{@ msg_add @}


  با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

عنوان ژورنال:
  • J. Cases on Inf. Techn.

دوره 7  شماره 

صفحات  -

تاریخ انتشار 2005