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.

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