Customer Relationship Management Implementation în a Medical Clinic

MEDCLINIC is a private diagnostic medical clinic founded in 2007, as a result of the increased need for quality medical service , new and high-tech equipment and the use of the new medical procedures , techniques and innovative and experimental treatments .

As the clinic has succeeded in achieving its goal and has remained faithful to its mission statement and vision .At the opening the clinic’s administrative department had the following goals : developing as a competitive, market based health care provider for primary, specialty and unique medical services ;providing convenient, available, accessible medical services to meet the needs of patients ;providing medical services that are new, innovative and meet the special needs of the community ;providing environment to attract and retain high quality employees ;securing a stable, continuing patient base to sustain the success of the organization.

By employing highly-recognized physicians and focusing on the patient’s needs , MEDCLINIC has quickly developed and in only 2 years has managed to build a faithful clientele.

As the medical service provided needed no improvement , the management has come up with solutions to improve the relations of the clinic with its clients . One of these was the implementation of a CRM program .

As the clinic dealt with a high and increasing number of patients , there was a stringent need for data organizing , retrieving , modifying and updating . The database would include information about the patient – name , address , blood type , number of consults and medical history in order to help the attending doctors at each examination and make sure that the patients benefit from the best consult , diagnosis and treatment.

MEDCLINIC provides a wide range of service in different departments such as Allergies, Cardiology/Cardiac Testing/ Dermatology, Ear, Nose, and Throat , Gastroenterology , Infectious Disease , Internal Medicine/Family Practice ,Neurology ,Obstetrics / Gynecology , Oncology / Hematology , Ophthalmology , Pediatrics and Young Adults , Pediatric Neurology , Pulmonary , Radiology ,Rheumatology , Urology.

With over 50 doctors , 70 nurses and 20 administrative employees the clinic is ready to provide comprehensive multi-specialty medical services to individuals, business and industry. The clinic will work diligently to provide it's clientele with healthcare services which are qualitatively excellent, accessible and affordable. In addition, it has strived to position itself as the leading provider of care in the local medical community, providing referral services of a general and specialty nature.

As it is opened 12 hours a day , the clinic has succeeded in establishing a faithful clientele and hope to further improve the relationship with its existing and potential clients by implementing the new CRM program . The main departments of the clinic are :

1.CARDIOLOGY

The diagnostic tests in cardiology are designed to identify heart conditions associated with healthy vs. unhealthy, pathologic, heart function.