Successful use of customer relationship management system in hospital healthcare centers

Customer relationship management (CRM) is a valuable method for establishing long-term customer relationships across different business areas. CRM system stores and analyzes a vast amount of customer information and provides alternatives to meet customer expectations using data warehouse and on-line analysis processing technology. Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of CRM systems to meet diverse customer satisfaction. Leading the adoption of information technology in the healthcare businesses has enabled the use of CRM technology to develop close patient-provider relationship. Especially, healthcare centers are using CRM system to provide better healthcare services as well as customer management services. This study aims to explore the current status and influential factors that will stimulate and drive the successful use of CRM system in healthcare centers. For this purpose, a survey has been conducted for CRM system users in 13 healthcare centers to investigate the current status of CRM system and the influential factors for successful use. The evaluation criteria include four categories; system quality, information quality, service quality and perceived usefulness. These criteria have been developed based on previous researches, especially DeLone & McLean information system success model. In addition, the system output is evaluated by user satisfaction, personal performance and organizational performance. The study showed that users evaluated information quality and service quality positively and to be higher than other factors in terms of influence. And the user evaluation proved that CRM system provides increased user satisfaction, organizational performance, and especially, individual performance. This is clear evidence that CRM system will improve organizational efficiency and effectiveness, which in turn, can provide competitive advantage for the healthcare centers.

The Characteristics of the Location of Medical Specialists' Office in Korea / 가정의학회지

BACKGROUND: While a great amount of practical attention has been paid to the location of medical specialists' office, little research has been published in Korean medical journals. This study examines the concentration level and the related factors of the location of medical specialists' office. For the related factors of the location, this study considers 1) the relative infl uence of resident vs. daytime population, 2) the relative infl uence of resident vs. university-graduate population, and 3) the ratio of aged population. METHODS: This study utilized the Korea Medical Association's "2006 Annual Report Membership Statistics" and the Korea National Statistical Office's "2005 National Population and Housing Census" as data sources. RESULTS: The location of plastic surgeons, dermatologists, psychiatrists, ophthalmologists, and urologists' office was more concentrated than the average, while the reverse was true for obstetricians, gynecologists, orthopedic surgeons, internists, family physicians, and general surgeon's office. Daytime population was more correlated with the location of doctors' office than resident population in most specialties, with the exception of pediatrics, orthopedic surgery and internal medicine. While university-graduates population was more associated with the location than resident population in most specialties, the reverse was true for orthopedic surgery, obstetrics & gynecology, and pediatrics. The ratio of aged population was negatively associated with the location in all the specialties. CONCLUSION: The concentration level showed considerable differences across specialties. Daytime population and university-graduate population were more related with the location of doctors' office than resident population in most specialties.