This course aims to develop patient relations and evaluate dimensions of patient relationship management in health organizations.
Course Content
This course contains; 1. Concepts and Features of Patient Relationships.,2. Creating Patient Satisfaction and Patient Loyalty,3. Patient relationships and Interactive Marketing,4. Total Quality Management in Sales and Marketing,5. Creating Value for Patient,6. Lifetime Value of Patient,7. Quality of Patient Service- System of Patient Service,8. Patient Retention Model,9. Improving Patient Retention Models,10. Addressing Patient Complaints,11. Measure of Patient Relationships,12. Spread of Patient- Oriented Culture,13. Blocks in Cultural Changes,14. Patient- Oriented Change Management.
Dersin Öğrenme Kazanımları
Teaching Methods
Assessment Methods
1.Explain the concepts and features of patient relations.
10, 16, 9
A
2. Apply activities of creating patient relation loyalty.
10, 16, 9
A
3. Example how to build patient satisfaction
10, 16, 9
A
4. Evaluate patient acquisiton and retention patient activities.
1. Concepts and Features of Patient Relationships.
Reading Lecture Notes
2
2. Creating Patient Satisfaction and Patient Loyalty
Reading Lecture Notes
3
3. Patient relationships and Interactive Marketing
Reading Lecture Notes
4
4. Total Quality Management in Sales and Marketing
Reading Lecture Notes
5
5. Creating Value for Patient
Reading Lecture Notes
6
6. Lifetime Value of Patient
Reading Lecture Notes
7
7. Quality of Patient Service- System of Patient Service
Reading Lecture Notes
8
8. Patient Retention Model
Reading Lecture Notes
9
9. Improving Patient Retention Models
Reading Lecture Notes
10
10. Addressing Patient Complaints
Reading Lecture Notes
11
11. Measure of Patient Relationships
Reading Lecture Notes
12
12. Spread of Patient- Oriented Culture
Reading Lecture Notes
13
13. Blocks in Cultural Changes
Reading Lecture Notes
14
14. Patient- Oriented Change Management
Reading Lecture Notes
Resources
Lecture notes
Don Peppers, Martha Rogers, Müşteri İlişkileri Yönetimi, Optimist Yayınları, 2013
Yavuz Odabaşı, Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Aura Kitapları, 2015
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications
No
Program Qualification
Contribution Level
1
2
3
4
5
1
Knows how to access current basic, theoretical and applied scientific knowledge in the field of Health Institutions Management by using information technologies and resources; evaluates the accuracy, reliability and validity of this information.
X
2
Recognizes the subdivisions of the health system organization and the employees working in these departments, has knowledge about the duties, authorities and responsibilities of the employees, plans, organizes and directs the performance of health service providers.
X
3
Uses basic theoretical and practical knowledge, basic computer programs and related technologies related to the field of Health Institutions Management.
X
4
To be able to carry out a given task independently using the basic knowledge in the field of Health Institutions Management.
X
5
Evaluates the basic knowledge and skills acquired in the field of Health Institutions Management with a critical approach; identifies learning needs and directs learning.
X
6
Uses information and communication technologies together with computer software at least at the basic level of European Computer Driving License required by the field of Health Institutions Management.
X
7
The student complies with and contributes to quality management and processes.
X
8
The student has sufficient consciousness about individual and public health, environmental protection and work safety issues.
X
9
The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities.
X
Assessment Methods
Contribution Level
Absolute Evaluation
Rate of Midterm Exam to Success
40
Rate of Final Exam to Success
60
Total
100
ECTS / Workload Table
Activities
Number of
Duration(Hour)
Total Workload(Hour)
Course Hours
14
2
28
Guided Problem Solving
14
2
28
Resolution of Homework Problems and Submission as a Report
0
0
0
Term Project
0
0
0
Presentation of Project / Seminar
0
0
0
Quiz
0
0
0
Midterm Exam
1
42
42
General Exam
1
42
42
Performance Task, Maintenance Plan
0
0
0
Total Workload(Hour)
140
Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(140/30)
5
ECTS of the course: 30 hours of work is counted as 1 ECTS credit.
Detail Informations of the Course
Course Description
Course
Code
Semester
T+P (Hour)
Credit
ECTS
PATIENT RELATIONSHIP MANAGEMENT
-
Fall Semester
2+0
2
5
Course Program
Prerequisites Courses
Recommended Elective Courses
Language of Course
Turkish
Course Level
Short Cycle (Associate's Degree)
Course Type
Required
Course Coordinator
Assist.Prof. Uygar ÜSTÜN
Name of Lecturer(s)
Lect. İlknur FİL
Assistant(s)
Non
Aim
This course aims to develop patient relations and evaluate dimensions of patient relationship management in health organizations.
Course Content
This course contains; 1. Concepts and Features of Patient Relationships.,2. Creating Patient Satisfaction and Patient Loyalty,3. Patient relationships and Interactive Marketing,4. Total Quality Management in Sales and Marketing,5. Creating Value for Patient,6. Lifetime Value of Patient,7. Quality of Patient Service- System of Patient Service,8. Patient Retention Model,9. Improving Patient Retention Models,10. Addressing Patient Complaints,11. Measure of Patient Relationships,12. Spread of Patient- Oriented Culture,13. Blocks in Cultural Changes,14. Patient- Oriented Change Management.
Dersin Öğrenme Kazanımları
Teaching Methods
Assessment Methods
1.Explain the concepts and features of patient relations.
10, 16, 9
A
2. Apply activities of creating patient relation loyalty.
10, 16, 9
A
3. Example how to build patient satisfaction
10, 16, 9
A
4. Evaluate patient acquisiton and retention patient activities.
1. Concepts and Features of Patient Relationships.
Reading Lecture Notes
2
2. Creating Patient Satisfaction and Patient Loyalty
Reading Lecture Notes
3
3. Patient relationships and Interactive Marketing
Reading Lecture Notes
4
4. Total Quality Management in Sales and Marketing
Reading Lecture Notes
5
5. Creating Value for Patient
Reading Lecture Notes
6
6. Lifetime Value of Patient
Reading Lecture Notes
7
7. Quality of Patient Service- System of Patient Service
Reading Lecture Notes
8
8. Patient Retention Model
Reading Lecture Notes
9
9. Improving Patient Retention Models
Reading Lecture Notes
10
10. Addressing Patient Complaints
Reading Lecture Notes
11
11. Measure of Patient Relationships
Reading Lecture Notes
12
12. Spread of Patient- Oriented Culture
Reading Lecture Notes
13
13. Blocks in Cultural Changes
Reading Lecture Notes
14
14. Patient- Oriented Change Management
Reading Lecture Notes
Resources
Lecture notes
Don Peppers, Martha Rogers, Müşteri İlişkileri Yönetimi, Optimist Yayınları, 2013
Yavuz Odabaşı, Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Aura Kitapları, 2015
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications
No
Program Qualification
Contribution Level
1
2
3
4
5
1
Knows how to access current basic, theoretical and applied scientific knowledge in the field of Health Institutions Management by using information technologies and resources; evaluates the accuracy, reliability and validity of this information.
X
2
Recognizes the subdivisions of the health system organization and the employees working in these departments, has knowledge about the duties, authorities and responsibilities of the employees, plans, organizes and directs the performance of health service providers.
X
3
Uses basic theoretical and practical knowledge, basic computer programs and related technologies related to the field of Health Institutions Management.
X
4
To be able to carry out a given task independently using the basic knowledge in the field of Health Institutions Management.
X
5
Evaluates the basic knowledge and skills acquired in the field of Health Institutions Management with a critical approach; identifies learning needs and directs learning.
X
6
Uses information and communication technologies together with computer software at least at the basic level of European Computer Driving License required by the field of Health Institutions Management.
X
7
The student complies with and contributes to quality management and processes.
X
8
The student has sufficient consciousness about individual and public health, environmental protection and work safety issues.
X
9
The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities.
