Patient Relationship Management Research Articles

The Effect of Patient Relationship Management on Patient Loyalty in Buea, Cameroon: Mediating Role of Patient Satisfaction

Patient Relationship Management (PRM) has emerged as a pivotal strategy within the healthcare sector, aiming to cultivate strong patient-provider relationships and bolster patient satisfaction. This study investigates the influence of PRM on patient loyalty, with a focus on patient satisfaction as a mediating factor. The research delves into established literature and a theoretical framework to elucidate the interconnectedness between the constructs. Through convenience sampling method and data collected from patients who had received medical attention from hospitals operating in Buea, Cameroon, this study offers empirical insights into the critical determinants of patient loyalty in the healthcare industry. Data was drawn from 371 patients in the study area. PRM was found to positively impact patient loyalty. PRM had a significant effect on patient satisfaction and patient satisfaction positively impacted patient loyalty. Furthermore, patient satisfaction was found to partially mediate the relationship between PRM and patient loyalty. Understanding the nuanced relationship between PRM, patient satisfaction, and patient loyalty is vital for healthcare organizations seeking to enhance service quality and foster long-term relationships with their patients through personalised communication, targeted service delivery, and proactive patient engagement.

The Mediating Role of Perceived Service Quality in the Effect of Patient Relationship Management Practices on Institutional Commitment

The Mediating Role of Perceived Service Quality in the Effect of Patient Relationship Management Practices on Institutional Commitment

Psychotheapeutic component in a multidisciplinary approach to the treatment of obesity

The article presents some of the most relevant strategies of healthcare management: patient-oriented and value-oriented approaches, 4P concept and CRM (the concept of patient relationship management). It provides a review of modeling an efficiant interaction in doctor-patient dyad based on systemic analysis, in other words — via management by goals and values. It also suggests a direction of psychotherapeutic influence over prevention and treatment of obesity. They provide examples of complex studies of treating overweight and obesity, in particular — international programs LOOK AHEAD (Action for Health in Diabetes), 2014 and Duke University program, 2019, as well as the domestic «Life is light» study, conducted together with FSBI «NMIC of Endocrinology» of Russian MoH with support of the Novartis group. The text contains the authors’ experience of successful psychotherapeutic support of patients with obesity in ‘health coaching’ format, including its main task: changing the system of beliefs, building tolerance to change and increasing self-efficacy of an individual. The article provides analysis of the results and the possible areas for replicating the experience of the team into applied activities of treating patients with overweight and obesity.

How can the association between PRM and nutritional therapy protocol improve health outcomes and what is the impact on reducing expenditure in a public hospital?

Rationale: To minimise T2DM noncompliance, Patient Relationship Management (PRM) is the goal, enhancing decision making, as well as delegation and control of tasks. Many hospitals have already recognised the use of the best practice in PRM practices, which has enabled them to deal more effectively and efficiently with the entire healthcare process by responding directly to patients' needs and experiences throughout the assistance process. Our goals were find strategies that support the Win-Win model (patient, institution) to understand the importance of PRM with a nutritional protocol in adherence to therapy, and health gains.

When oncology care goes digital: A closer look at disparities.

119 Background: Oncology providers are increasingly integrating digital solutions, such as patient relationship management (PRM), to improve patient care. PRM enables patients to communicate with their clinic, view health records, receive educational materials and submit patient-reported outcomes (ePROs). However, disparities in PRM adoption and engagement in oncology care are unclear. Methods: Patients with cancer aged ≥18 years at first appointment between Oct 2017-Sep 2020 with ≥6 months’ follow-up, regardless of tumor type, line of therapy or diagnosis date, were selected from 77 US oncology clinics. Patients’ demographics, login history and digital activity data were sourced from the clinics’ PRM (Navigating Cancer). Chi-square analyses identified statistically significant differences by race/ethnicity. Results: 202,345 patients were identified as White (78%), Black (11%), Hispanic (8%), Asian/Pacific Islander (PI)/Native Hawaiian (NH; 2%) and American Indian (AI)/Alaska Native (AN; 1%) (Table). Of these, 85,020 (42%) had digital access (≥2 valid PRM logins) ranging from 46% (White) to 21% (Hispanic). Similar proportions of White, Asian/PI/NH and Hispanic patients were digitally active for 6 months (8%-13%), while Black patients lagged behind at 5% ( P<0.0001). Digital education completion, which required a patient to read all assigned materials, ranged from 26% (AI/AN) to 14% (Asian/PI/NH). Surpassing other patient groups, 32% of AI/AN patients reported symptoms via phone, followed by 16% of White patients. ePROs submission rates were 5 times higher than rates of symptom reporting via phone for all groups except AI/AN. Conclusions: This study demonstrated that White patients have higher digital access rates compared with other racial/ethnic patient groups, especially Hispanic and Black patients. Further evaluation of digital health components depicted disparities in digital, phone and ePROs engagement for all groups, except AI/AN patients, who invariably had higher engagement. No differences were observed in ePROs access. Further, disparities observed in symptoms reporting via phone were larger than the disparities seen in ePROs submissions. More studies are needed to assess other determinants of digital health disparities.[Table: see text]

An LRFM Model to Analyze Outpatient Loyalty From a Medical Center in Taiwan

This research is intended to study the behaviors of outpatients in a medical center and constructs a set of data exploration procedures such that hospital management can deal with patient relationship management more effectively. This study adopts LRFM (length, recency, frequency, and monetary) model and cluster analysis, including self-organizing maps and K-means method, to categorize 321,908 outpatients of the medical center into 12 groups and then uses the multidimensional customer clustering philosophy to classify the outpatients. Outpatients can be categorized into five different types of groups, namely, core customer groups, potential customer groups, new customer groups, lost customer groups, and resource-consuming customer groups. In addition, seven types of outpatients based on five types of categories are identified. The similarities and differences of each group based on the patients’ characteristics are analyzed to give differentiation strategy advices for hospital management. Hospital management thus can design the optimal service strategies, provide the best care services, enhance hospital’s performance, and reduce the overall cost to establish quality relationships with outpatients.

Designing a model for patient relationship management in the general hospitals using the combination of analytic hierarchy process and interpretive structural modeling.

BACKGROUND:Patient relationship management (PRM), in addition to saving costs, increases patient loyalty and creates a satisfactory environment for the patient and the service provider. This study aimed to design a model of PRM in general hospitals using the combination of the analytic hierarchy process and interpretive structural modeling (ISM).METHODS:This was an applied and cross-sectional study conducted in 2020 at three stages. At the 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 interaction levels of the factors were modeled for the general hospitals using ISM through the use of the MICMAC technique and Excel 2007 software.RESULTS:The results showed that “integrated information system,” “registration of the patient's essential information,” and “right data at the correct time” were the first to third priority in implementing PRM 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 managerial requirements, 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 technology culture, should be given special attention by managers.

868-P: Live Coaching Improves Glycemic Control and DSMQ Scale in People with Type 2 Diabetes

People with diabetes face numerous challenges to effective self-management of blood glucose (BG) including access to diabetes education and support. This study explores how a coaching program structured around the AADE7 Self-Care Behaviors™ and evidence-based behavior change strategies optimized for remote interaction between the coach and participant can improve glycemic control. Certified Diabetes Educator coaches used a care management platform, Welkin Health, that displays BG test results from integration with the OneTouch Reveal diabetes mobile app. Welkin supports communication methods with patients including email, SMS and telephone communication. The software platform also uses logic to prioritize patients who need attention so the coach can better manage their relationship with the participant. Adult participants with type 2 diabetes and HbA1c ≥8.0% received an AccuBase A1c mail-in test kit at baseline and weeks 12 and 24 to measure their HbA1c levels. Each participant used a OneTouch Verio Flex glucose meter connected by Bluetooth to OneTouch Reveal app. After 12 weeks (n=67), mean HbA1c declined by 0.85% from 9.19% to 8.34% (p<0.05) and 65% of subjects had an HbA1c decrease of >0.5%. After 24 weeks, mean change in HbA1c was still 0.78% less than baseline (p<0.05) with 51% of participants experiencing a decline of >0.5%. The decline in HbA1c occurred without any increase in hypoglycemic events. There was a 14.1% increase in % of results in range (p<0.05). Improvement in HbA1c came without any substantial change in testing frequency. In addition, there were various positive changes in the Diabetes Self-Management Questionnaire (DSMQ) scale. In conclusion, live coaching using the Welkin Patient Relationship Management technology in conjunction with the OneTouch Reveal diabetes app resulted in significant improvement in glycemic control in participants with type 2 diabetes who were in relatively poor control. Disclosure L.B. Katz: Employee; Self; LifeScan, Inc. K.D. Neland: Research Support; Self; LifeScan, Inc. D.J. Rolando: None. D.M. Shearer: None.

PATIENT RELATIONSHIP MANAGEMENT: LEVANTAMENTO DE REQUISITOS PARA UM PROJETO COM FOCO NO RELACIONAMENTO COM OS PACIENTES

O relacionamento com os clientes já é considerado um dos pontos chave para o sucesso de qualquer organização, e as empresas que não reconhecem essa importância, estão inclinadas para as dificuldades do mundo organizacional. Neste ponto, o setor da saúde enfrenta uma mudança de paradigma, onde o foco do relacionamento está na doença e não no paciente como verdadeiro cliente. O Patient Relationship Management (PRM) é um conceito que visa estreitar o relacionamento entre pacientes e hospitais, buscando sempre melhorar os serviços e relacionamento envolvidos na experiencia dos pacientes. Sendo assim, o presente trabalho tem como objetivo mapear quais são os requisitos de um projeto de PRM que tenha o paciente como foco. Para a condução deste trabalho foi realizado uma Revisão Sistemática da Literatura (RSL), considerando artigos publicados entre os anos de 2010 e 2018 com a temática de CRM e PRM em hospitais. Como resultado, partindo da expectativa dos pacientes, foram mapeados sete requisitos essenciais para um projeto de PRM com foco em melhorar o relacionamento entre pacientes e hospitais. Este trabalho está organizado em cinco seções: 1° introdução; 2° referencial teórico, 3° metodologia de pesquisa 4° análise dos dados e 5° considerações finais.

Effect of Strategic Intent of Patient Relationship Management on the Competitiveness of Public Health Facilities in Kilifi County, Kenya

The objectives of this study were to examine the effect of strategic intent of patient relationship management on competitiveness of public health care facilities in Kilifi County. Asthe complexity of healthcare businessis unique, the clear plan of marketing which is Customer Relationship Management (CRM)was not able to be translated into healthcare sector. As a result, the idea of Patient Relationship Management (PRM) has been brought in. The study investigated the nature and scope of PRM, barriers towards implementation and effect of implementation of PRM on competitiveness of public health facilities in Kilifi County. The study employed cross sectional survey where sampling was done through systematic stratified sampling technique. Primary data were collected through structured questionnaire and analyzed through descriptive and relational statistics. The outcome showed fundamentally that the chief purpose and benefit of PRM scheme to the public healthcare facilities were increased access to healthcare and improving patient services hence competitiveness. It was noted that inadequate supporting budget appeared as the major barrier to PRM implementation and that the operational and collaborative function of PRM had a higher effect on competitiveness of healthcare facilities in Kilifi County. Lastly, from the at timeout come, a number of suggestions were made regarding activities that should be undertaken to enhance PRM benefits as well as on the competence of operations in public healthcare establishments in Kilifi County.

Critical Factors Determining Adoption of Telemedicine

<p><strong>Abstract—</strong> Health service is a very complex and expensive public service and it is a highly sensitive service that highly determines the human capital besides knowledge. In this study we used six technology dimensions (product design, patient relationship management, supply chain management, knowledge management, environment, and governance structure), that highly determine an effective adoption of telehealth health care service. We used DNAP model (DEMATEL and ANP) to evaluate and prioritize the weights of the factors that influence an investment in telemedicine health care service. The results of this study show that product design and patient relationship management has a higher interaction with the rest of the selected dimensions such as knowledge management, supply chain management, governance, and environment. Within the product design with respect to the rest of the dimensions, behavioral requirement ranks first, next knowledge requirement, and third technology requirement; patient relationship management with respect to the rest of the dimensions, the ranking is: social network ranks first, next patient service, and third empowerment.</p>

Patient Relationship Management: Patient Care with CRM Approach

Patient Relationship Management: Patient Care with CRM Approach

Are Hospitals Moving to Digitization for Success? Assessing Through Utilization of ERP Systems

With the increasing focus of businesses on its customers, customers are moving towards those businesses outputs that are quality centric yet cost-effective and timely. This has shown the world urgent and emergent necessity of digitization. With the shift of the organisations from the traditional system of managing business to digital strategies, the benefits became very prominent. Under the digital strategies, various systems and techniques evolved over time and one such system is Enterprise Resource Planning. Enterprise resource planning is that business process management software that allows an organization to use a system of integrated applications to manage the business and automate many back office functions related to technology, services and human resources. This is aided with Information technology that has supported this evolution to the prevalent extent. ERP has proven a windfall for sectors where information plays a vital role in terms of quality, cost and timing. Health care sector is one such case. With the increasing health care importance and requirement, healthcare industry is focusing on back-end business functions across finance and billing, supply chain management, inventory management, patient relationship management, human capitals etc. This paper aims at identifying the success rate of ERP implementation by the health care sector in Nagpur region. It also aims at understanding the impact of ERP system on the operational areas within the hospitals. With an assumption that many hospitals are still not using ERP; the study is directed towards identifying and quantifying the barriers to its implementation. The data is collected from 14, 50 bedded hospitals via a structured questionnaire using 5-point scale. The data is analysed using SPSS Version 20. Based on the results of hypotheses testing, a model is suggested for key stakeholders.

Enhancing Service Experience through Excellence in Patient relationship (EPR) Training Programs

Healthcare is a fundamental necessity for every human being, yet the quality of care and treatment offered to patients is abysmally low. The situation is an outcome of healthcare organizations failing to train their workforce on areas of service delivery to patients. This gap in patient service augments issues such as patient dissatisfaction, law suits against hospitals, reputation disaster and several others. This paper discusses the need for Excellence in Patient Relationship (EPR) program as a unique training intervention addressing patient care and relationship management. The program involves key personnel such as doctors, nurses, administrators who are responsible for addressing patient needs and ensuring service satisfaction.

Expression III: patients’ expectations and preferences regarding physician–patient relationship and clinical management—results of the international NOGGO/ENGOT-ov4-GCIG study in 1830 ovarian cancer patients from European countries

BackroundThe primary aim of this study was to investigate information needs and treatment preferences of patients with ovarian cancer, focusing especially on physician–patient relationship and treatment. Patients and methodsA questionnaire was developed based on the experiences of the national German survey ‘Expression II’, and was provided to patients with ovarian cancer either at initial diagnosis or with recurrent disease via Internet (online-version) or as print-out-version. ResultsFrom December 2009 to October 2012, a total of 1830 patients with ovarian cancer from eight European countries (Austria, Belgium, France, Germany, Italy, Poland, Romania, Spain) participated, 902 (49.3%) after initial diagnosis and 731 (39.9%) with recurrent ovarian cancer. The median age was 58years (range 17–89). Nearly all patients (96.2%) had experienced upfront surgery followed by first-line chemotherapy (91.8%). The majority of patients were satisfied with the completeness and comprehensibility of the explanation about the diagnosis and treatment options. The three most important aspects, identified by patients to improve the treatment for ovarian cancer included: ‘the therapy should not induce alopecia’ (42%), ‘there must be more done to counter fatigue’ (34.5%) and ‘the therapy should be more effective’ (29.7%). Out of 659 (36%) patients, who were offered participation in a clinical trial, 476 (26%) were included. ConclusionThis study underlines the high need of patients with ovarian cancer for all details concerning treatment options irrespective of their cultural background, the stage of disease and the patient’s age. Increased information requirements regarding potential side effects and treatment alternatives were recorded. Besides the need for more effective therapy, alopecia and fatigue are the most important side effects of concern to patients.

Structural investigation of websites of selected educational hospitals of Shiraz University of Medical Sciences from Patient Relationship Management (PRM) perspective.

BackgroundHospital websites are considered as an appropriate system for exchanging information and establishing communication between patients, hospitals, and medical staff. Website character, website contact interactivity, shopping convenience, as well as care and service are the factors that the present study investigated as far as the patient relationship management is concerned.MethodsThis descriptive-analytical study was conducted on 206 patients visiting Shahid Faghihi and Ali Asghar Hospitals in Shiraz, which were capable of offering electronic services. The data collection tool was a researcher-made questionnaire based on the Mekkamol model and other similar studies, as well as investigations into the websites of the world’s top hospitals. The questionnaire’s validity was approved by a committee of experts and its reliability was approved based on a 54-patient sample with a Cronbach’s alpha of 0.94. The data were analyzed using the Structural Equation Modeling (SEM) with partial least squares (PLS) approach and by utilizing SPSS and Smart-PLS V2 software programs.ResultsThe results showed that there are significant relationships between “website character” and “website contact interactivity” (p=0.00), between “shopping convenience” and “website contact interactivity” (p=0.00), and between “website contact interactivity” and “care and service” (p=0.00).ConclusionWebsite design with such characteristics as website simplicity, shopping convenience, authenticity of information, and provision of such services as admission, scheduling appointments, and electronic payment of bills will result in interaction and communication between patients and hospital websites. This will, for its turn, pave the way for attracting more patients.

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

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.

Customer orientation in ambulant medicine

Due to developments of the health market, economic aspects of the health system are more relevant. In this upcoming market the patient is regarded as customer and the doctor as provider of medical services. Studies on customer orientation in the ambulant medicine lag behind this dynamic. An aim of the study is to comprehend the attitudes of the doctors referring to the customer orientation. In a second step the findings are discussed according to statements of health-care paticipants. Developments in role comprehension of doctor and patient are focused to gain results in scientific and practical applications. Guideline-supported, partly narrative interviews with n=9 gynaecologists and n=11 general practitioners in Freiburg/Germany are recorded, transcribed and reviewed in a qualitative analysis. The statements of the doctors show patient satisfaction has an incremental meaning sspecially regarding the sequence of patient relationship and economic management of the doctor's workplace. The doctor's role comprehension meets with a refusal of the role of salesman and the patient as customer. The method of interviews is suitable to gather empirical impressions of the doctors. The control sample is adequate, however a bias due to inhomogeneous thematic affinitiy and local social-demographics might be possible. The customer orientation has become an important factor in doctor-patient relationtships. The relevance of the doctor-patient conversation and the risk of misuse of the patient confidence are mentioned by the doctors. The doctor as paternalistic care provider gives way to the customer-focused service provider. The doctor's necessity of autonomyssss and dependency on patient satisfaction have potential for conflict. Intensive mention of customer orientation in medicine in the media emphasises its importance. Rational handling with the possibilities of individual health markets is a prospective challange. Further research could be established in all aspects of customer orientation, especially the changing relevance of ethical responsibility. An enlargement or comparison with other control samples (n>20, other medical subfields, structurally weak areas) could be illuminating. The results of this qualitative study can be used to develop quantitative inquiries.

Using Health Information Technology to Prevent and Treat Diabetes

Using Health Information Technology to Prevent and Treat Diabetes

Use and Acceptance of Electronic Communication by Patients With Multiple Sclerosis: A Multicenter Questionnaire Study

BackgroundThe number of multiple sclerosis (MS) information websites, online communities, and Web-based health education programs has been increasing. However, MS patients’ willingness to use new ways of communication, such as websites, mobile phone application, short message service, or email with their physician, remains unknown.ObjectivesWe designed a questionnaire to evaluate the a priori use of electronic communication methods by MS patients and to assess their acceptance of such tools for communication with their health care providers.MethodsWe received complete data from 586 MS patients aged between 17 and 73 years. Respondents were surveyed in outpatient clinics across Germany using a novel paper-and-pencil questionnaire. In addition to demographics, the survey items queried frequency of use of, familiarity with, and comfort with using computers, websites, email, and mobile phones.ResultsAbout 90% of all MS patients used a personal computer (534/586) and the Internet (527/586) at least once a week, 87.0% (510/586) communicated by email, and 85.6% (488/570) communicated by mobile phone. When asked about their comfort with using electronic communication methods for communication with health care providers, 20.5% (120/586) accepted communication by mobile Internet application or short message service via mobile phone, 41.0% (240/586) by websites, 54.3% (318/586) by email service, and 67.8% (397/586) by at least one type of electronic communication. The level of a priori use was the best predictor for the acceptance of electronic communication with health care providers. Patients who reported already searching online for health information (odds ratio 2.4, P < .001) and who had already communicated with a physician through a website (odds ratio 3.3, P = .03) reported higher acceptance for Web-based communication. Patients who already scheduled appointments with their mobile phones (odds ratio 2.1, P = .002) were more likely to accept the use of mobile phone applications or short message service for communicating with their physician.ConclusionsThe majority of MS patients seen at specialist centers already use modern communication technology regularly. New forms of electronic communication appear to have high levels of acceptance for exchanging information about MS between patients and health care providers. Such methods should be integrated into eHealth services such as electronic health records and patient relationship management systems.