UPRAVLJANJE ODNOSIMA S PACIJENTIMA KAO KOMPONENTA NASTAJANJA INTELIGENTNIH ZDRAVSTVENIH USTANOVA/PATIENT RELATIONS MANAGEMENT AS A COMPONENT OF THE ESTABLISHMENT OF INTELLIGENT HEALTH INSTITUTIONS

Abstract

Transition societies already have, and will have, fewer and fewer financial resources in the future to keep up with the growing health needs of the population. Healthcare facilities in the present and in the very near future will be exposed to strong competition in the healthcare market. Only through implementation of the highest standards of health care and best medical practice will it be possible to sustain. It is right to state that patient relationship management is the primary goal and meaning of healthcare facility management. The aspects and contents of the basic and essential elements that make up the patient relationship management model are presented in the paper. These are: creating value for patients and therefore patient satisfaction; managing chronic and emergency patients; therapy management; managing trust between doctors and patients; managing patient complaints; ensuring patient safety; managing the admission and discharge of patients in hospitalization; patient knowledge management; managing partnerships with patients. The model offered aims to show healthcare institutions how to build more effective relationships with patients, and through their continued growth in patient satisfaction, create greater and better recognition and competitiveness. As a result, they are gaining preconditions for their sustainable growth and development and paving the way for the model of intelligent healthcare facilities.