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    CRM Practices in Hospitals: (Case of Fortis Hospital)

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    Dinesh Shende
    The document discusses the importance of implementing customer relationship management (CRM) practices in hospitals. It notes that patient expectations have increased, and hospitals need CRM to improve patient satisfaction and ensure patients do not have to repeat information. CRM in hospitals includes maintaining patient databases, coordinating care both during patient stays and after discharge through rehabilitation programs, and using CRM to increase satisfaction, coordinate care across organizations, and improve community outreach.

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    Attribution Non-Commercial (BY-NC)
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    CRM Practices in Hospitals: (Case of Fortis Hospital)

    Uploaded by

    Dinesh Shende
    3K views14 pages
    The document discusses the importance of implementing customer relationship management (CRM) practices in hospitals. It notes that patient expectations have increased, and hospitals need CRM to improve patient satisfaction and ensure patients do not have to repeat information. CRM in hospitals includes maintaining patient databases, coordinating care both during patient stays and after discharge through rehabilitation programs, and using CRM to increase satisfaction, coordinate care across organizations, and improve community outreach.

    Original Description:

    The presentation focuses upon the live case of CRM in hospital industry.

    Original Title

    CRM PRACTICES IN HOSPITALS

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    © Attribution Non-Commercial (BY-NC)

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    The document discusses the importance of implementing customer relationship management (CRM) practices in hospitals. It notes that patient expectations have increased, and hospitals need CRM to improve patient satisfaction and ensure patients do not have to repeat information. CRM in hospitals includes maintaining patient databases, coordinating care both during patient stays and after discharge through rehabilitation programs, and using CRM to increase satisfaction, coordinate care across organizations, and improve community outreach.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    3K views14 pages

    CRM Practices in Hospitals: (Case of Fortis Hospital)

    Uploaded by

    Dinesh Shende
    The document discusses the importance of implementing customer relationship management (CRM) practices in hospitals. It notes that patient expectations have increased, and hospitals need CRM to improve patient satisfaction and ensure patients do not have to repeat information. CRM in hospitals includes maintaining patient databases, coordinating care both during patient stays and after discharge through rehabilitation programs, and using CRM to increase satisfaction, coordinate care across organizations, and improve community outreach.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    You are on page 1of 14

    CRM

    PRACTICES IN
    HOSPITALS
    (Case of Fortis Hospital)

    Dinesh P. Shende 09MBA038


    Market trends in Hospital
    • Fierce Competition
    • Changing Environment
    • High Expectations of Customers
    • Customer has varieties of options
    • Excess of supply
    • Rising Education level of customer
    Why Does Hospital Need CRM?

    • Patient expectations have increased dramatically in


    recent years.
    • Patients should not be expected to know or
    understand the complexities of healthcare
    administration.
    • Patient Satisfaction suffers especially in emergency
    situations because patients must repeat medical
    information and history.
    • Hospital services should be presented to patients as
    a cohesive portfolio of services
    Patient Satisfaction is a Top Concern Sponsored by Cisco

    Top Business Issues Facing Healthcare


    (2008 vs. 2007 Results) Figure 8

    Improving Quality of Care


    56%
    69%
    Medicare Cutbacks
    43%
    52%
    Patient (Customer) Satisfaction
    36%
    55%
    Demand for Capital
    34%
    31%
    Adoption of New Technology
    33%
    38%
    Government Regulation or Compliance Issues
    30%
    20%
    Creating New Revenue Sources
    28%
    N/A
    Increasing Need for Healthcare Services
    26%
    45%

    2007 Responses 2008 Responses

    http://www.himss.org/2008Survey/healthcareCI
    • Health and Happiness

    • The patient-friendly environment

    • The Hospital Information System (HIS) & Electronic Patient


    Record (EPR)

    • Cafeteria, ATM or prayer room

    • Information On website for visitors (Discounted Accommodation,


    Blood Bank & Donation, Health Check Packages, TPA & Insurance
    Companies, Accommodation nearby)
    IN-PATIENT 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 is
    their duty to ensure customer satisfaction.
    • Employee should be well trained in term of customer
    relationship.
    • Procedural part of hospital should also be well taken care
    of. This include:
    The hospital should have well defined procedures for
    Activities.
    The employees should be clear about the procedures
    POST-DISCHARGE CRM
    • The most important thing in the post- discharge CRM
    activities is ‘maintaining database’.
    • computerized database of each and every patient in
    detail should be maintain by the hospitals.
    • Database also help in the other CRM activity of the
    post-discharge period, i.e. ‘maintaining relationship with
    the patients.
    • The database will help in understanding the profile of
    patients who are visiting the hospital.
    • One of the most important activities in the post-
    discharge CRM is creating ‘ Rehabilitation Centre’
    Benefits of CRM in Hospital
    •Increase Patient Satisfaction: By analyzing the performance of routine
    processes over time (such as admissions, discharges, transfers, and referrals),
    improvements can be made to eliminate unnecessary steps and increase
    patient satisfaction.

    • Coordinate the Delivery of Care: Customized workflows can be developed to


    automate care coordination activities between provider organizations (Ex:
    Hospital, Clinic, Aged Care, Home Health, Hospice), which can help improve
    patient outcomes while increasing operational efficiency and reducing costs.

    • Improve Community Relations: Targeted outreach campaigns can easily be


    developed and sent to community members to promote new services and
    educational offerings. Relationship management tasks and communications
    with financial donors can be automated to increase efficiency and improve
    results.

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