Customer Relationship Management

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MANAGEMENT INFORMATION SYSTEM
(INFO2501)
SECTION 3

PROPOSAL FOR UPGRADING THE MANAGEMENT OF PATIENTS’ PROFILE DATABASE SYSTEM FOR HOSPITAL KUALA LUMPUR (HKL), MALAYSIA.

INSTRUCTOR:
SIR AHMAD FATZILLAH MISMAN

PREPARED BY:
GROUP MEMBERS| MARTIC NO|
SYAKIRA AMYRA BINTI HASRONI| 1026438|
NADIA BINTI SHAMSUL-AZMAN| 1024508|
FARAH ALIA BINTI KAMARUZAMAN| 1029178|
ELCY SYAFINA BINTI SYAFRI| 1119696|

Abstract
Hospitals are the important places for the patients to get treatments and medicines in order for them to cure their sickness. Hospital Kuala Lumpur has many databases of its patients’ profiles. However, there is a significant problem where the patients have to queue up for a very long time to register before they can get any treatment from the doctors. In addition to that, they also have the same problem when they go to other department such as pharmacy where they have to reregister themselves again before getting their medicines. This project is used to identify the various procedures at the hospital as well as to investigate the possible operational problems that may lead to excessive patients’ waiting time. A patient’s experience in waiting time will radically influence his or her perceptions on quality of the service. The study was carried out in one of the hospitals in Kuala Lumpur, Malaysia – Hospital Kuala Lumpur (HKL). The subjects were patients who came to the hospital at this HKL. The methods of collecting data in this study are using walkthrough observation and interviewing patients and visitors from this public hospital. Four main causes have been identified as the contributing factors towards excessive patient’s waiting time, namely: the registration time, insufficient method in finding the patient’s profile or database, insufficient number of counter service staff and insufficient number of doctors. Attempts should therefore be made to reduce the patient’s time as well as to improve the doctor-patient ratio.

Introduction
The purpose of this report is to briefly discuss the best solution for overcoming the problem of unlinked patients’ database systems in Kuala Lumpur Hospital.
By examining a range of recently published journal articles, magazine articles and internet sites on the topic of patients’ efficiency service in government hospital especially Kuala Lumpur Hospital, this report describes on how Customer Relationship Management (CRM) helps a lot in helping to smoothen up the flow of the procedure. The goal of any system development is to develop and implement the system cost effectively; user-friendly and most suited to the user’s analysis is the heart of the process. Analysis is the study of the various operations performed by the system and their relationship within and outside of the system. During analysis, data collected on the files, decision points and transactions handled by the present system.

Other than that, it can enhance job performance of workers and at the same time can increase the productivity. CRM is believes could reduce the human error made by workers. It also can minimize the time taken to retrieve the patients’ data. Therefore, indirectly it can help patients to avoid long queue. Last but not least, it can help patients in having a personal medical’s profile. For instance if the patient is going to other hospital or clinic to get treatment, any doctor will automatically will know the patient’s health progress by knowing it from the system itself. It makes them work easier.

Literature Review
As the world being innovation, every country has its own ICT strategy. The ICT strategy include in many type of field in other to make development of the country. In October 2005, the United Kingdom Government published Transformational Government – Enabled by IT, a strategy which set the public sector IT agenda for the next five years. The strategy focused on three broad areas where improved use of information and communication technology...
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