Course Description
Course | Code | Semester | T+P (Hour) | Credit | ECTS |
---|
PATIENT RELATIONSHIP MANAGEMENT | SKİ2142130 | Fall Semester | 2+0 | 2 | 5 |
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. | 10, 16, 9 | A |
5. Develop retention patient program | 10, 16, 9 | A |
6. Example patient complaints. | 10, 9 | A |
Teaching Methods: | 10: Discussion Method, 16: Question - Answer Technique, 9: Lecture Method |
Assessment Methods: | A: Traditional Written Exam |
Course Outline
Order | Subjects | Preliminary Work |
---|
1 | 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 | SKİ2142130 | Fall Semester | 2+0 | 2 | 5 |
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. | 10, 16, 9 | A |
5. Develop retention patient program | 10, 16, 9 | A |
6. Example patient complaints. | 10, 9 | A |
Teaching Methods: | 10: Discussion Method, 16: Question - Answer Technique, 9: Lecture Method |
Assessment Methods: | A: Traditional Written Exam |
Course Outline
Order | Subjects | Preliminary Work |
---|
1 | 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 |
Numerical Data
Ekleme Tarihi: 10/11/2023 - 16:54Son Güncelleme Tarihi: 10/11/2023 - 16:54
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