Patient Relationship Management: What the U.S. Healthcare System Can Learn from Other Industries

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• 作者：Michael K. Poku MD ; MBA ; Nima A. Behkami PhD ; MMSc…
• 关键词：KEY WORDSvalue ; efficiency ; patient satisfaction ; patient participation ; patient engagement
• 刊名：Journal of General Internal Medicine
• 出版年：2017
• 出版时间：January 2017
• 年：2017
• 卷：32
• 期：1
• 页码：101-104
• 全文大小：
• 刊物主题：Internal Medicine;
• 出版者：Springer US
• ISSN：1525-1497
• 卷排序：32

文摘

As the U.S. healthcare system moves to value-based care, the importance of engaging patients and families continues to intensify. However, simply engaging patients and families to improve their subjective satisfaction will not be enough for providers who want to maximize value. True optimization entails developing deep and long-term relationships with patients. We suggest that healthcare organizations must build such a discipline of “patient relationship management” (PRM) just as companies in non-healthcare industries have done with the concept of customer relationship management (CRM). Some providers have already made strides in this area, but overall it has been underemphasized or ignored by most healthcare systems to date. As healthcare providers work to develop their dedicated PRM systems, tools, and processes, we suggest they may benefit from emulating companies in other industries who have been able to engage their customers in innovative ways while acknowledging the differences between healthcare and other industries.