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Customer Relationship Management

Delivering effective medical services to create the highest impressions and provide an exceptional experience for patient relations is one of the key missions of the organization. Consequently, the management of customer relationships, both within the hospital network and in supporting operations, focuses on enhancing service quality by setting goals for the effective delivery of service value to patients and expanding the customer base, while maintaining lasting relationships with customers and patients. This is especially crucial in the current environment, where patient needs and expectations are rapidly changing. 

BDMS recognizes the importance of managing relationships with customers and patients, hence establishes a governance structure and a strategy for effective customer relationship management. This includes methodologies for analyzing satisfaction and needs to continuously enhance the satisfaction of hospital customers and patients. By developing innovative strategies to strengthen relationships, BDMS aims to meet the evolving demands of customers and patients, ultimately contributing to sustainable business performance. 

Management Approach 

Customer Relationship Management           

BDMS systematically manages relationships with customers and patients by appointing a Customer Relationship Management Working Team at each BDMS’s network hospitals. This team is responsible for designing service processes to establish and maintain positive relationships with customers and patients, aiming to enhance customer satisfaction and loyalty, which in turn contributes to the long-term success of the business. 

Key principles include gathering data on service delivery, analyzing and understanding the needs of customers and patients in order to formulate appropriate service strategies and procedures. This is complemented by effective communication through the establishment of good communication channels between the organization , customers and patients. The approach encompasses service behaviors throughout the healthcare process, along with monitoring patient and family experiences (Patient Experience) by listening to patient feedback. This feedback is utilized to develop a service system that creates positive experiences tailored to patients and customer expectations. 

Additionally, the assessment of patients and customers engagement with the organization using the “Net Promoter Score (NPS)” serves as a tool to reflect patient trust and loyalty. This allows for the analysis of opportunities for improvement and the formulation of quality service development initiatives to better meet the needs of patients. 

Customer Satisfaction Strategy 

To ensure patient satisfaction in line with the Service Quality Model, BDMS devises operational strategies in 6 aspects as follows:   

Customer Touchpoints and Delivery Process 

BDMS is committed to developing customer touchpoints to expand service delivery channels in accordance with customer needs throughout the medical service journey of patients, from before entering the hospital, registration, diagnosis, and treatment, until the completion of the service process covering all details of service delivery as follows 

Customer Feedback Channels 

BDMS creates multiple customer feedback channels such as telephone, hospital websites, letters, and forms available at various service points within the hospital. For the utmost safety and customer satisfaction, the hospital officers are readily available to assist whenever any issues arise. All feedback will be recorded in the hospital's reporting system and database for further improvement.