基于患者畫像技術(shù)的門診特殊群體客戶關(guān)系管理研究與實(shí)踐

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【摘要】為滿足高齡、兒童、優(yōu)撫、商保等特殊患者群體的門診服務(wù)需求，運(yùn)用患者畫像技術(shù)對(duì)不同類別患者進(jìn)行分類干預(yù)，實(shí)現(xiàn)了門診特殊患者群體客戶關(guān)系管理。該管理模式可提高門診個(gè)性化、便捷化和智慧化服務(wù)水平，推動(dòng)醫(yī)療服務(wù)品牌塑造和門診高質(zhì)量發(fā)展。

【關(guān)鍵詞】患者畫像技術(shù)；特殊群體；客戶關(guān)系管理

中圖分類號(hào)：R197.324文獻(xiàn)標(biāo)識(shí)碼：B

Research and Practice of Customer Relationship Management for Special Outpatient Groups Based on Patient Portrait Technology/CHEN Ye， HOU Xumin， PENG Hong， et al.//Chinese Health Quality Management，2025，32（2）：15-18

AbstractIn order to meet the needs of outpatient service of special patient groups such as the elderly， children， beneficiaries of preferential treatment and commercial insurance holders， Shanghai Chest Hospital used patient portrait technology to classify and intervene in different types of patients， and realized the customer relationship management of special patient groups in outpatient clinic. This management mode can improve the personalized， convenient and intelligent service level of outpatient clinic， and promote the brand building of medical services and the high-quality development of outpatient clinic.

Key wordsPatient Portrait Technology; Special Groups; Customer Relationship Management

Firstauthor's addressShanghai Chest Hospital， Shanghai Jiao Tong University School of Medicine， Shanghai， 200030， China

隨著《關(guān)于全面加強(qiáng)老年健康服務(wù)工作的通知》（國衛(wèi)老齡發(fā)〔2021〕45號(hào)）［1］、《關(guān)于開展落實(shí)計(jì)劃生育特殊家庭聯(lián)系人制度等“三個(gè)全覆蓋”專項(xiàng)行動(dòng)的通知》（國衛(wèi)辦人口函〔2020〕549號(hào)）等政策的出臺(tái)，以及老年友善醫(yī)院、兒童友善醫(yī)院、生育友好醫(yī)院建設(shè)的推進(jìn)等［2-3］，高齡、兒童、孕產(chǎn)婦、傷殘、離休、軍人、計(jì)生優(yōu)撫、社區(qū)轉(zhuǎn)診、商保等特殊人群的門診優(yōu)先便利服務(wù)管理越來越受到醫(yī)療機(jī)構(gòu)的重視，成為公立醫(yī)院改善服務(wù)、塑造品牌、提升影響的重要路徑。（剩余6070字）