基于患者画像技术的门诊特殊群体客户关系管理研究与实践

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【摘要】为满足高龄、儿童、优抚、商保等特殊患者群体的门诊服务需求，运用患者画像技术对不同类别患者进行分类干预，实现了门诊特殊患者群体客户关系管理。该管理模式可提高门诊个性化、便捷化和智慧化服务水平，推动医疗服务品牌塑造和门诊高质量发展。

【关键词】患者画像技术；特殊群体；客户关系管理

中图分类号：R197.324文献标识码：B

Research and Practice of Customer Relationship Management for Special Outpatient Groups Based on Patient Portrait Technology/CHEN Ye， HOU Xumin， PENG Hong， et al.//Chinese Health Quality Management，2025，32（2）：15-18

AbstractIn order to meet the needs of outpatient service of special patient groups such as the elderly， children， beneficiaries of preferential treatment and commercial insurance holders， Shanghai Chest Hospital used patient portrait technology to classify and intervene in different types of patients， and realized the customer relationship management of special patient groups in outpatient clinic. This management mode can improve the personalized， convenient and intelligent service level of outpatient clinic， and promote the brand building of medical services and the high-quality development of outpatient clinic.

Key wordsPatient Portrait Technology; Special Groups; Customer Relationship Management

Firstauthor's addressShanghai Chest Hospital， Shanghai Jiao Tong University School of Medicine， Shanghai， 200030， China

随着《关于全面加强老年健康服务工作的通知》（国卫老龄发〔2021〕45号）［1］、《关于开展落实计划生育特殊家庭联系人制度等“三个全覆盖”专项行动的通知》（国卫办人口函〔2020〕549号）等政策的出台，以及老年友善医院、儿童友善医院、生育友好医院建设的推进等［2-3］，高龄、儿童、孕产妇、伤残、离休、军人、计生优抚、社区转诊、商保等特殊人群的门诊优先便利服务管理越来越受到医疗机构的重视，成为公立医院改善服务、塑造品牌、提升影响的重要路径。（剩余6070字）