Course Description
| Course | Code | Semester | T+P (Hour) | Credit | ECTS |
|---|---|---|---|---|---|
| CUSTOMER and PATIENT RELATIONSHIP MANAGEMENT | HM2166670 | Fall Semester | 3+0 | 3 | 4 |
| Course Program | Salı 09:00-09:45 Salı 10:00-10:45 Salı 11:00-11:45 |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | English |
| Course Level | First Cycle (Bachelor's Degree) |
| Course Type | Required |
| Course Coordinator | Prof.Dr. Yeter USLU |
| Name of Lecturer(s) | Assist.Prof. Tuba DÜZCÜ |
| Assistant(s) | Research Assistant Yaşar GÖKALP |
| Aim | To evaluate the dimensions of patient relations management and to develop the activities of patient relations management in health organizations. |
| Course Content | This course contains; 1.Concept and Characteristic of Patient Relations,2.Designing Patient Satisfying and Constancy,3.Patient Relations and Relational,4.Total Quality Management in Sale and Marketing And Customer Profitability Analysis ,5.Designing Worth for Patient,6.Worth of Patient Whole of Life,7.Quality of Patient Service-System of Patient Service System-Patient Relationship Management ,8.Model of Keeping the Patient and Developing the Programs of Patient Keeping,9.Accreditation in health ,10.Evaluating the Complaints of Patient,11.Measurements of Patient Relations,12.Generalizing the Patient Focused Culture,13.Barriers about Culture Exchange,14.Patient Focused Exchange Management And Customer Relations and Organizational Structure . |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| At the end of this course, the student; | ||
| 1.Realize developing the methods of acitivities of patient relations. | 9 | A, D |
| 2. Explain the concept and characteristic of patient relations. | 16, 23, 9 | A, E |
| 3. Apply the activities of designing patient constancy. | 4, 9 | A, D |
| 4. Illustrate the methods of creation patient satisfying. | 9 | A, E |
| 5 Evaluate the activities of gaining and keeping the patient. | 16, 9 | A, D, E |
| 6. Define the model of keeping patient and develop the programs of keeping patient. | 16, 9 | A, D, E |
| 7. Uses basic quality improvement tools, explains basic quality improvement models, and recognizes quality improvement teams. | 9 | A, D, E |
| 8. It recognizes the accreditation standards and works in accreditation process. | 13, 9 | A, D, E |
| 9. List the methods of measurement activities of patient relations. | 13, 16, 9 | A, E |
| 10. Apply the survey of patient relations, ıllustrate the complaints of patient. | 6, 8 | A, D, E |
| 11. Arrange the focus group interviews. | 6, 8 | A, D, E |
| 12. Use the technique of critical event. | 6 | A, E |
| 13. CRM projects plan and apply. | 6, 9 | A, D, E |
| 14. Manage the customer's portfolio, open life cycle management and apply customer acquisition and retention methods. | 9 | A, D, E |
| Teaching Methods: | 13: Case Study Method, 16: Question - Answer Technique, 23: Concept Map Technique, 4: Inquiry-Based Learning, 6: Experiential Learning, 8: Flipped Classroom Learning, 9: Lecture Method |
| Assessment Methods: | A: Traditional Written Exam, D: Oral Exam, E: Homework |
Course Outline
| Order | Subjects | Preliminary Work |
|---|---|---|
| 1 | 1.Concept and Characteristic of Patient Relations | Review of related resources |
| 2 | 2.Designing Patient Satisfying and Constancy | Review of related resources |
| 3 | 3.Patient Relations and Relational | Review of related resources |
| 4 | 4.Total Quality Management in Sale and Marketing And Customer Profitability Analysis | Review of related resources |
| 5 | 5.Designing Worth for Patient | Review of related resources |
| 6 | 6.Worth of Patient Whole of Life | Review of related resources |
| 7 | 7.Quality of Patient Service-System of Patient Service System-Patient Relationship Management | Review of related resources |
| 8 | 8.Model of Keeping the Patient and Developing the Programs of Patient Keeping | Review of related resources |
| 9 | 9.Accreditation in health | Review of related resources |
| 10 | 10.Evaluating the Complaints of Patient | Review of related resources |
| 11 | 11.Measurements of Patient Relations | Review of related resources |
| 12 | 12.Generalizing the Patient Focused Culture | Review of related resources |
| 13 | 13.Barriers about Culture Exchange | Review of related resources |
| 14 | 14.Patient Focused Exchange Management And Customer Relations and Organizational Structure | Review of related resources |
| Resources |
| Lecture notes |
| Odabaşı Y. Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, İstanbul, 2010. |
Course Contribution to Program Qualifications
| Course Contribution to Program Qualifications | |||||||
| No | Program Qualification | Contribution Level | |||||
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | PQ-1. Learns the national health conditions and the development, implementation and performance evaluation of appropriate health policies, as well as the theoretical and practical knowledge of organization and management of the health sector. | X | |||||
| 2 | PQ-2. Knows and uses theoretical and practical knowledge on business world and management with a critical approach to plan, organize and lead health and health service providers at national and international level. | X | |||||
| 3 | PQ-3. Identifies the relevant job roles in subdivisions of health system organizations and learns about their duties and responsibilities. | X | |||||
| 4 | PQ-4. Knows the social, environmental and behavioral factors related to the development of public and individual health. | X | |||||
| 5 | PQ-5. Applies the knowledge and skills on management of health institutions to manage the functions such as management, production, human resources, finance, accounting, marketing, patient and public relations, quality and patient safety, occupational health and safety, information technologies. | X | |||||
| 6 | PQ-6. Analyzes the information on health management scientifically and interprets their results, creates innovative, ethical, socially responsible and sustainable solutions, by using quantitative, qualitative techniques and digital technology innovatively for problem solving and exploiting opportunities in health management. | X | |||||
| 7 | PQ-7. Decide independently and demonstrates leadership qualities in identifying health management problems, develops proposals for solutions, applies them effectively and efficiently and assesses outcomes. | X | |||||
| 8 | PQ-8. Takes responsibility as an individual and/or team member to solve the problems encountered in managing health institutions. | X | |||||
| 9 | PQ-9. Evaluates the personality, culture and behavioral characteristics of the health institutions’ employees and directs them towards the aims of the institution. | X | |||||
| 10 | PQ-10. Decides on and applies different ways of accessing information. | X | |||||
| 11 | PQ-11. Continuously develops their professional knowledge and skills; be open to change, innovation, entrepreneurship and lifelong learning. | X | |||||
| 12 | PQ-12. Shares the views and suggestions on health management issues in writing and orally with stakeholders and communicates effectively with colleagues using an English level of at least European Language Portfolio B1 General. | ||||||
| 13 | PQ-13. Solves problems using effective communication methods, has the ability to use the language in written and oral communication in a correct and proper manner using the terminology of health institutions. | X | |||||
| 14 | PQ-14. Uses information and communication technologies and computer software at least at the European Computer Use License level. | ||||||
| 15 | PQ-15. Yönetim felsefesini ve yönetimin fonksiyonlarını her bir birime uygun olacak biçimde yönetim uygulamalarına yansıtır. | X | |||||
| 16 | PQ-16. Birey olarak dış görünüm olumlu tutum ve davranışlarıyla kuruma örnek olur; sürekli gelişme ve değişime açıktır. | X | |||||
| 17 | PQ-17. Sağlık yönetimi ile ilgili hukuki düzenlemeler ile toplumsal, bilimsel, mesleki etik ilkelere uygun, ülke ya da dünya genelinde genel sağlık sorunlarına duyarlı davranır, çözüm önerilerini yorumlar ve değerlendirir. | 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 | 3 | 42 | |||
| Guided Problem Solving | 14 | 1 | 14 | |||
| Resolution of Homework Problems and Submission as a Report | 0 | 0 | 0 | |||
| Term Project | 14 | 1 | 14 | |||
| Presentation of Project / Seminar | 0 | 0 | 0 | |||
| Quiz | 0 | 0 | 0 | |||
| Midterm Exam | 1 | 14 | 14 | |||
| General Exam | 1 | 24 | 24 | |||
| Performance Task, Maintenance Plan | 0 | 0 | 0 | |||
| Total Workload(Hour) | 108 | |||||
| Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(108/30) | 4 | |||||
| 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 |
|---|---|---|---|---|---|
| CUSTOMER and PATIENT RELATIONSHIP MANAGEMENT | HM2166670 | Fall Semester | 3+0 | 3 | 4 |
| Course Program | Salı 09:00-09:45 Salı 10:00-10:45 Salı 11:00-11:45 |
| Prerequisites Courses | |
| Recommended Elective Courses |
| Language of Course | English |
| Course Level | First Cycle (Bachelor's Degree) |
| Course Type | Required |
| Course Coordinator | Prof.Dr. Yeter USLU |
| Name of Lecturer(s) | Assist.Prof. Tuba DÜZCÜ |
| Assistant(s) | Research Assistant Yaşar GÖKALP |
| Aim | To evaluate the dimensions of patient relations management and to develop the activities of patient relations management in health organizations. |
| Course Content | This course contains; 1.Concept and Characteristic of Patient Relations,2.Designing Patient Satisfying and Constancy,3.Patient Relations and Relational,4.Total Quality Management in Sale and Marketing And Customer Profitability Analysis ,5.Designing Worth for Patient,6.Worth of Patient Whole of Life,7.Quality of Patient Service-System of Patient Service System-Patient Relationship Management ,8.Model of Keeping the Patient and Developing the Programs of Patient Keeping,9.Accreditation in health ,10.Evaluating the Complaints of Patient,11.Measurements of Patient Relations,12.Generalizing the Patient Focused Culture,13.Barriers about Culture Exchange,14.Patient Focused Exchange Management And Customer Relations and Organizational Structure . |
| Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
| At the end of this course, the student; | ||
| 1.Realize developing the methods of acitivities of patient relations. | 9 | A, D |
| 2. Explain the concept and characteristic of patient relations. | 16, 23, 9 | A, E |
| 3. Apply the activities of designing patient constancy. | 4, 9 | A, D |
| 4. Illustrate the methods of creation patient satisfying. | 9 | A, E |
| 5 Evaluate the activities of gaining and keeping the patient. | 16, 9 | A, D, E |
| 6. Define the model of keeping patient and develop the programs of keeping patient. | 16, 9 | A, D, E |
| 7. Uses basic quality improvement tools, explains basic quality improvement models, and recognizes quality improvement teams. | 9 | A, D, E |
| 8. It recognizes the accreditation standards and works in accreditation process. | 13, 9 | A, D, E |
| 9. List the methods of measurement activities of patient relations. | 13, 16, 9 | A, E |
| 10. Apply the survey of patient relations, ıllustrate the complaints of patient. | 6, 8 | A, D, E |
| 11. Arrange the focus group interviews. | 6, 8 | A, D, E |
| 12. Use the technique of critical event. | 6 | A, E |
| 13. CRM projects plan and apply. | 6, 9 | A, D, E |
| 14. Manage the customer's portfolio, open life cycle management and apply customer acquisition and retention methods. | 9 | A, D, E |
| Teaching Methods: | 13: Case Study Method, 16: Question - Answer Technique, 23: Concept Map Technique, 4: Inquiry-Based Learning, 6: Experiential Learning, 8: Flipped Classroom Learning, 9: Lecture Method |
| Assessment Methods: | A: Traditional Written Exam, D: Oral Exam, E: Homework |
Course Outline
| Order | Subjects | Preliminary Work |
|---|---|---|
| 1 | 1.Concept and Characteristic of Patient Relations | Review of related resources |
| 2 | 2.Designing Patient Satisfying and Constancy | Review of related resources |
| 3 | 3.Patient Relations and Relational | Review of related resources |
| 4 | 4.Total Quality Management in Sale and Marketing And Customer Profitability Analysis | Review of related resources |
| 5 | 5.Designing Worth for Patient | Review of related resources |
| 6 | 6.Worth of Patient Whole of Life | Review of related resources |
| 7 | 7.Quality of Patient Service-System of Patient Service System-Patient Relationship Management | Review of related resources |
| 8 | 8.Model of Keeping the Patient and Developing the Programs of Patient Keeping | Review of related resources |
| 9 | 9.Accreditation in health | Review of related resources |
| 10 | 10.Evaluating the Complaints of Patient | Review of related resources |
| 11 | 11.Measurements of Patient Relations | Review of related resources |
| 12 | 12.Generalizing the Patient Focused Culture | Review of related resources |
| 13 | 13.Barriers about Culture Exchange | Review of related resources |
| 14 | 14.Patient Focused Exchange Management And Customer Relations and Organizational Structure | Review of related resources |
| Resources |
| Lecture notes |
| Odabaşı Y. Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, İstanbul, 2010. |
Course Contribution to Program Qualifications
| Course Contribution to Program Qualifications | |||||||
| No | Program Qualification | Contribution Level | |||||
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | PQ-1. Learns the national health conditions and the development, implementation and performance evaluation of appropriate health policies, as well as the theoretical and practical knowledge of organization and management of the health sector. | X | |||||
| 2 | PQ-2. Knows and uses theoretical and practical knowledge on business world and management with a critical approach to plan, organize and lead health and health service providers at national and international level. | X | |||||
| 3 | PQ-3. Identifies the relevant job roles in subdivisions of health system organizations and learns about their duties and responsibilities. | X | |||||
| 4 | PQ-4. Knows the social, environmental and behavioral factors related to the development of public and individual health. | X | |||||
| 5 | PQ-5. Applies the knowledge and skills on management of health institutions to manage the functions such as management, production, human resources, finance, accounting, marketing, patient and public relations, quality and patient safety, occupational health and safety, information technologies. | X | |||||
| 6 | PQ-6. Analyzes the information on health management scientifically and interprets their results, creates innovative, ethical, socially responsible and sustainable solutions, by using quantitative, qualitative techniques and digital technology innovatively for problem solving and exploiting opportunities in health management. | X | |||||
| 7 | PQ-7. Decide independently and demonstrates leadership qualities in identifying health management problems, develops proposals for solutions, applies them effectively and efficiently and assesses outcomes. | X | |||||
| 8 | PQ-8. Takes responsibility as an individual and/or team member to solve the problems encountered in managing health institutions. | X | |||||
| 9 | PQ-9. Evaluates the personality, culture and behavioral characteristics of the health institutions’ employees and directs them towards the aims of the institution. | X | |||||
| 10 | PQ-10. Decides on and applies different ways of accessing information. | X | |||||
| 11 | PQ-11. Continuously develops their professional knowledge and skills; be open to change, innovation, entrepreneurship and lifelong learning. | X | |||||
| 12 | PQ-12. Shares the views and suggestions on health management issues in writing and orally with stakeholders and communicates effectively with colleagues using an English level of at least European Language Portfolio B1 General. | ||||||
| 13 | PQ-13. Solves problems using effective communication methods, has the ability to use the language in written and oral communication in a correct and proper manner using the terminology of health institutions. | X | |||||
| 14 | PQ-14. Uses information and communication technologies and computer software at least at the European Computer Use License level. | ||||||
| 15 | PQ-15. Yönetim felsefesini ve yönetimin fonksiyonlarını her bir birime uygun olacak biçimde yönetim uygulamalarına yansıtır. | X | |||||
| 16 | PQ-16. Birey olarak dış görünüm olumlu tutum ve davranışlarıyla kuruma örnek olur; sürekli gelişme ve değişime açıktır. | X | |||||
| 17 | PQ-17. Sağlık yönetimi ile ilgili hukuki düzenlemeler ile toplumsal, bilimsel, mesleki etik ilkelere uygun, ülke ya da dünya genelinde genel sağlık sorunlarına duyarlı davranır, çözüm önerilerini yorumlar ve değerlendirir. | X | |||||
Assessment Methods
| Contribution Level | Absolute Evaluation | |
| Rate of Midterm Exam to Success | 40 | |
| Rate of Final Exam to Success | 60 | |
| Total | 100 | |