Customer Information and the Quality Improvement Process: Developing a Customer Information System

By establishing a customer information system (CIS) - a model for collecting, archiving, and accessing customer information - health care organizations can eliminate duplication of research, ensure that customer information is properly collected and interpreted, and provide decision makers access to...

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Bibliographic Details
Published inJournal of healthcare management Vol. 37; no. 2; p. 197
Main Authors Orme, Clifton N, Parsons, Robert J, McBride, Glen Z
Format Journal Article
LanguageEnglish
Published Chicago Lippincott Williams & Wilkins Ovid Technologies 01.07.1992
Subjects
Access to information
Councils
Customer services
Customers
Data collection
Drug stores
Health care delivery
Health care policy
Hospitals
Information systems
Internal customers
Medical personnel
Patients
Physicians
Professionals
Quality improvement
Quality of service
Studies
Suppliers
System theory
Total quality
United States > US
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Summary:By establishing a customer information system (CIS) - a model for collecting, archiving, and accessing customer information - health care organizations can eliminate duplication of research, ensure that customer information is properly collected and interpreted, and provide decision makers access to better, more reliable customer information. The CIS database must be managed by a qualified research consultant or research adviser. Examples of different customer information archiving systems are: 1. manual, in which a copy of all reports is kept in a central location, 2. semiautomated, in which information is classified by customer group and topic in an online CIS database, and 3. completely automated, in which all customer information is entered on a disk and referenced by computer.
ISSN:1096-9012
1944-7396