The Application of Personal Information Management Software in Developing a Physical Examination Customer Relationship Management Messaging Center

• Main Authors: Chia-Lien Lu, 盧嘉聯
• Other Authors: Po-Lun Chang
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/13693263539731451419

碩士 === 國立陽明大學 === 衛生資訊與決策研究所 === 93 === Due to the enhancement of public awareness of personal health and the increasing emphasis on preventive medicine from the health care industry in recent years, hospitals have started to establish medical examination centers to provide the public with self financed, high quality medical examination services in order to encourage the public to have a better understanding of their own health condition, and achieve the objective of “early treatment through early diagnosis“. With the widespread establishment of self financed physical examination centers, it has become a management challenge for the centers to be able to take the lead in the industry and to gain competitive advantages in satisfying the needs of the customers. Therefore, the centers need to take a proactive approach and initiate dialogue with their customers so as to provide more services, which fulfill the needs of the customers in order to recruit more customers in this severely competitive physical examination market, and to gain the praise and the trust from the customers. This research had attempted to use the concept of Customer Relationship Management to build up a system to consolidate customers’ complete medical records information prior and after visiting the center. Utilizing e-mail as the main communication tool, internally the system can connect the work process of the health center staff and automatically handle their e-mails; externally the system can provide timely and useful information to our customers. Hence the system will allow physical examination staff to properly collect customer information and to handle customer relationship activities, which enables customers to have the opportunity to interact with the health center, and through the process establish a long-term relationship. This system uses Microsoft Outlook 2003 as the platform, and the application based on Outlook 2003 VBA. The options and macro program have written using VBA. It can establish suitable customized forms by combining with the form design capability of Outlook. The use of Exchange Server 2003 as the mail server will enable the center to send and receive mails within the organization, and employees can also share the information on the scheduler to achieve better cooperation. The system developed by our research center has combined a physical examination customer relationship management system with Outlook, which can manage customer information and handle e-mails and medical appointments automatically. The developmental process and experiences can be used as a reference for the future development of similar systems.