Designing a model for patient relationship management in the general hospitals using the combination of analytic hierarchy process and interpretive structural modeling
نویسندگان
1 Health Management Research Center, Baqiyatallah University of Medical Sciences,Tehran, Iran
2 Health Research Center, Life Style Institute, Baqiyatallah University of Medical Sciences, Tehran, Iran
3 Health Management Research Center, Baqiyatallah University of Medical Sciences,Tehran, Iran
4 Health Management Research Center, Baqiyatallah University of Medical Sciences,Tehran, Iran
5 Department of Health Services Management, School of Management and Medical Information Sciences, Shiraz University of Medical Sciences, Shiraz, Iran Health Human Resources Research Center, School of Management and Medical Information Sciences, Shiraz University of Medical Sciences, Shiraz, Iran
doi
چکیده
BACKGROUND: Patient relationship management (PRM), in addition to saving costs, increasespatient loyalty and creates a satisfactory environment for the patient and the service provider. Thisstudy aimed to design a model of PRM in general hospitals using the combination of the analytichierarchy process and interpretive structural modeling (ISM).METHODS: This was an applied and cross‑sectional study conducted in 2020 at three stages. Atthe first stage, using a systematic review, factors affecting PRM were identified. In the second stage,these factors were prioritized based on the pair‑wise comparisons. In the third stage, the interactionlevels of the factors were modeled for the general hospitals using ISM through the use of the MICMACtechnique and Excel 2007 software.RESULTS: The results showed that “integrated information system,” “registration of the patient’sessential information,” and “right data at the correct time” were the first to third priority in implementingPRM in the general hospitals. In the final model of ISM, three levels of effective factors were extracted,and 10, 4, and 6 factors were identified in the first, second, and third levels, respectively.CONCLUSION: Establishing the PRM strategy in the hospital, in addition to executive and managerialrequirements, depends on the existence of an electronic customer relationship management system,and the choice of new technology, as well as the integration of information systems and technologyculture, should be given special attention by managers.
