Evaluating CRM Implementation in Healthcare Organization

TL;DR

This paper explores a Web 2.0-based CRM approach in healthcare, aiming to enhance patient care, support, and personalized services through technology-driven interaction management.

Contribution

It introduces a novel Web 2.0 CRM framework tailored for healthcare, emphasizing improved patient engagement and provider-patient relationship management.

Findings

Enhanced patient support and engagement with Web 2.0 CRM.

Improved healthcare provider retention of patients.

Potential for personalized health management services.

Abstract

Recently, many healthcare organizations are adopting CRM as a strategy, which involves using technology to organize, automate, and coordinate business processes, in managing interactions with their patients. CRM with the Web technology provides healthcare providers the ability to broaden their services beyond usual practices, and thus offers suitable environment using latest technology to achieve superb patient care. This paper discusses and demonstrates how a new approach in CRM based on Web 2.0 will help the healthcare providers improving their customer support, avoiding conflict, and promoting better health to patient. With this new approach patients will benefit from the customized personal service with full information access to perform self managed their own health. It also helps healthcare providers retaining the right customer. A conceptual framework of the new approach will be discussed.