CPRM: a chronic patient's management model based on the concepts of customer's relationship
Pages 1364 - 1368
Abstract
This paper presents a chronic patient follow-up and attendance model based on the concepts of customers' relationship used in companies, mainly those available in CRM technology (Customer Relationship Management). The model was designated as Chronic Patient's Relationship Management (CPRM). The CPRM model, by using the CRM concept on patient attendance, presents a strategy to follow-up and monitoring the chronic patient different from the usual traditional medical approach, which many times consists only in illness treatment. In the same way as the CRM, this model is able to reach clients of every condition through its communication channels; and suggests the use of the same technology in order to guarantee an effective and suitable follow-up for all social layers. To implement the CPRM model, the creation of relationship centers for chronic patients, thus building the model's infrastructure when properly connecting the information exchange, campaigns, and data processing and transmitting, for the purpose of improving the relationship with the patient through telephone and computing technology.
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Published: 16 March 2008
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