A Prototype Planning for Medical Care Services by Introducing CRM Technology

• Main Authors: Chun-Fu Tang, 湯鈞富
• Other Authors: Tse-Sheng Chen
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/36748215596917807758

碩士 === 國立成功大學 === 工程科學系碩博士班 === 91 === Under the National Health Insurance Program, hospitals are facing more challenge to implement the medical care policy. Under the limitation of cost pressure and patient source, competitions of hospitals become drastic. In order to meet the goal of quality improvement and cost efficiency, hospitals must make efforts to establish mutual relations with patients. Through this active strategy, hospitals can upgrade patient satisfaction and establish good service image. As a result, patients will be willing to come back hospital to consult their doctors. Therefore, the establishment of Customer Relationship Management (CRM) is the priority of hospital policy and the superiority to stay alive in the competition of healthcare business. With the rapid growth of Information Technology (IT), it is an essential thing to efficiently arrange IT in hospital to reduce cost. Hospitals also consider how to handle mutual relationship with patients by IT planning and evaluation. Thus, it is key issues to establish good connection to meet the needs by means of CRM approach. In this study, our research is to design and implement an interactive medical CRM system based on the Web-based technology. We plan to collect the data of the patients, and translate it into the Data Warehouse for further analyses undertaken by Data Mining technology. We hope to forecast the behavior of the patients by the main theories of Data Mining such as classification, clustering, and association rules.