ABSTRACT
A digital customer service platform in hospital wards is equivalent to a platform to provide convenient, value-added and fine bedside services to in-patients as customers (customers admitted into hospitals and those for physical check inclusive).These services are provided via a set-top box and/or TV set installed with corresponding software.This platform supports such services as bills check, food order, non-medical services, VOD, games and entertainment, as well as commercial services from outside the hospital This article introduces the system structure, functionality, as well as the outcome and value of this platform, pointing out that this platform is an innovation of information technology, and that of hospital management and service mode as well
ABSTRACT
It is inevitable for hospitals to introduce the concept of hospital client relationship management in order to upgrade service quality．The large population and number of visits of patients have been the bottle-neck for hospitals to implement management of hospital client relationship．Digital technologies make it possible for the hospital to utilize the internal clinical data systems inside the hospital and the communication platforms outside the hospital so as to implement functions of instant interaction and collective management such as one-to-one conversation,SMS,voice messages,emails,etc．This paper has addressed the features of hospital client relationship management,the structure and major functions of a digital platform for hospital client relationship management and its implications and conclusions.
ABSTRACT
Objective The setting of "doctor-patient communication" platform aims to innovate service pattern for hospital customers by constructing the communication bridge between hospital and patients via digital ways. Methods The platform was based on electronic patient records system and hospital information system. The internal information could interchange with social communication platform (cell phone, PHS, internet) via that system to realize the communication between doctors and patients. Results The platform could easily realize immediate interaction and group administration to customers in the form of manual communication, short massage, voice service and email. Conclusion The platform innovates both the service pattern for hospital customers and hospital customer relationship management (CRM) mode, and it has a bright application future.
