Crm Hospital

CRM- GENERAL HOSPITAL PRESENTED BY: BY: ANIKET B PIYUSH C SHISHIR J SAMP SAMPADA ADA K GAGAN S

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What in the world does Hospital CRM have anything to do with business and why we need to think about ?









Patient Satisfaction is a Top Concern

Sponsored by Cisco

Top Business Issues Facing Healthcare (2008 vs. 2007 Results)

Figure 8

56%

Improving Quality of Care

43%

Medicare Cutbacks

36%

Patient (Customer) Sa tisfaction Demand for Capital Adoption of New Technology Government Regulation or Compliance Issues Creating New Revenue Sources

20%

34% 31% 33% 38% 30% 28%

N/A

52% 55%

69%









Market trends in Hospital  Fierce Competition 

Changing Environment Environment



High Expectations of Customers



Customer has varieties of options



Excess Excess of supply









Healthcare marketing is consumer marketing atient P atient

acquisition : How do I get more patients coming to my facilities? atient retention : How do I get my P atient patients continuing to use my facilities? atient ³winback´: How do I bring back P atient patients who who haven¶t using my facilities for some period of time?









Why

Does Hospital Need CRM?

 Patient expectations have increased dramatically in recent years.  Pa Patients tients should not be expected to know know or understand the complexities of healthcare administration.  Patient Satisfaction suffers especially especially in emergency situations because patients must











Why

Does Hospital Need CRM?

 Healthcare providers need better tools to Manage patients across the continuum of Care which is difficult in toda today yss frag fragme men nted ted IT envi envirronme onmen nt.











Hospital CRM Scenarios 



Community Outreach ±

Community Health Education

±

Services Outreach/Promotion

±

Patient Patient 360° View

±

Opportunity Management

Case Coordination











CRM IN HOSPITAL 

The custome customerr relations relationship hip programme programme in a hospital has two wings:One

is the customer care activity when the patient gets treatment in the hospital as an in-patient.











CUSTOMERS IN HOSPIT HOSPITALS ALS 

Patients are those persons who come to the hospital for treatment and to avail the Facilities rendered by the hospital.











IN-P IN-PATIENT TIENT CRM In-patient CRM activities is the human aspect.  To take care of CRM all the employees, right from the chief doctor to the ward boy should understand that it 









































































































Crm Hospital

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