運用顧客關係管理於社區整合性健康篩檢服務-以中部某區域教學醫院為例

Using Customer Relationship Management to Integrate Health Screening Service in Community at a Central Regional Hospital

沈錦玫(Chin-Mei Shen)

指導教授 ： 張俊郎

國立虎尾科技大學/管理學院/工業管理系工業工程與管理碩士在職專班/碩士(2017年)

摘要

隨著醫療市場競爭日趨激烈，醫療院所之間的同質性越來越高，彼此的機能與設備越來越接近，而特色也越來越模糊，在此情況下，如何創造、維繫與強化和顧客與醫療院所之間的關係，進而創造顧客忠誠度，已成為今日醫療院所生存競爭的關鍵因素，因此，為鞏固並維持現有的顧客、贏得新的顧客，建立「顧客關係管理」將是醫療院所永續經營最需建立的核心競爭力之一。
本研究以中部某區域教學醫院社區整合性健康篩檢服務民眾為對象，目的在探討民眾篩檢結果與疾病分佈及居住區域之相關性，並藉由篩檢資料分析結果，探討衛教介入的時機。本研究有效樣本共計1413名，經卡方檢驗顯示，不同居住地與GPT(p<0.01)、葡萄糖(p<0.01)、高密度脂蛋白膽固醇(p<0.01)及甲狀腺素檢驗結果有相關(p<0.05)；不同族群與葡萄糖(p<0.01)及高密度脂蛋白膽固醇(p<0.05)檢驗結果有相關；而在≧65歲不同年齡層之長者則與葡萄糖(p<0.01)及高密度脂蛋白膽固醇(p<0.01)檢驗結果有相關。經研究結果發現無論居住區域或各族群，都以葡萄糖、總膽固醇、低密度脂蛋白膽固醇之異常為前三名，故該個案醫院社區整合性健康篩檢服務之民眾，無論是居住區域或各族群均須針對糖尿病、高血脂及高膽固醇血症等疾病進行相關預防衛教指導，可結合社區營造進行健康講座，並針對異常個案進行追蹤管理，以達顧客關係的建立。

關鍵字

顧客關係管理 ； 社區整合性健康篩檢

並列摘要

The healthcare market becomes more and more competitive; hospitals grow more and more like each other in functions and facilities; and the distinction and characteristics of health care institutions are getting fuzzier. In this case, how to create, maintain, and enhance the relationship between customers and hospitals to increase customer loyalty becomes a key factor for a health care institution to survive the competition. Therefore, securing and retaining existing customers and acquiring new, establishing “customer relationship management” will be some of the most needed core competencies of sustainable hospital management.
The subjects of this study are the general public that received integrated community-based screening from a teaching hospital in Central Taiwan. This research intends to dissect the correlation between the health screening results and the distribution of diseases and the area. According to the results of the screening data analysis, timely health education interventions will be assessed. The effective sample size of this study is 1413. Chi-square tests found correlation between residential area and GPT (p<0.01), glucose (p<0.01), high-density lipoprotein cholesterol (p<0.01), and thyroxine (p<0.05). Correlation was also found between group and glucose (p<0.01) and high-density lipoprotein cholesterol (p<0.05). Among those 65 years of age and above, age is correlated with glucose (p<0.01) and high-density lipoprotein cholesterol (p<0.01).
The results further disclosed that glucose, total cholesterol, and low-density lipoprotein cholesterol are the top three outliers for both residential area and group. Therefore, the residents who received the integrated community-based screening from the administered hospital, whether whose results be identified by area or group, should be given preventive and health related education regarding the issues of diabetes, hyperlipidemia, and hypercholesterolemia. This can be combined with community building through health seminars and follow-up management of cases whose screening results fell outside the reference range to establish customer relationship.

並列關鍵字

customer relationship management ； integrated community-based screening

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