| Title |
Patient Relationship Management: What the U.S. Healthcare System Can Learn from Other Industries
|
|---|---|
| Published in |
Journal of General Internal Medicine, August 2016
|
| DOI | 10.1007/s11606-016-3836-6 |
| Pubmed ID | |
| Authors |
Michael K. Poku, Nima A. Behkami, David W. Bates |
| Abstract |
As the U.S. healthcare system moves to value-based care, the importance of engaging patients and families continues to intensify. However, simply engaging patients and families to improve their subjective satisfaction will not be enough for providers who want to maximize value. True optimization entails developing deep and long-term relationships with patients. We suggest that healthcare organizations must build such a discipline of "patient relationship management" (PRM) just as companies in non-healthcare industries have done with the concept of customer relationship management (CRM). Some providers have already made strides in this area, but overall it has been underemphasized or ignored by most healthcare systems to date. As healthcare providers work to develop their dedicated PRM systems, tools, and processes, we suggest they may benefit from emulating companies in other industries who have been able to engage their customers in innovative ways while acknowledging the differences between healthcare and other industries. |
X Demographics
The data shown below were collected from the profiles of 4 X users who shared this research output. Click here to find out more about how the information was compiled.
Geographical breakdown
| Country | Count | As % |
|---|---|---|
| Canada | 1 | 25% |
| Unknown | 3 | 75% |
Demographic breakdown
| Type | Count | As % |
|---|---|---|
| Members of the public | 3 | 75% |
| Science communicators (journalists, bloggers, editors) | 1 | 25% |
Mendeley readers
The data shown below were compiled from readership statistics for 84 Mendeley readers of this research output. Click here to see the associated Mendeley record.
Geographical breakdown
| Country | Count | As % |
|---|---|---|
| Unknown | 84 | 100% |
Demographic breakdown
| Readers by professional status | Count | As % |
|---|---|---|
| Student > Ph. D. Student | 13 | 15% |
| Student > Bachelor | 10 | 12% |
| Researcher | 8 | 10% |
| Student > Master | 8 | 10% |
| Student > Doctoral Student | 6 | 7% |
| Other | 15 | 18% |
| Unknown | 24 | 29% |
| Readers by discipline | Count | As % |
|---|---|---|
| Medicine and Dentistry | 12 | 14% |
| Business, Management and Accounting | 8 | 10% |
| Nursing and Health Professions | 7 | 8% |
| Engineering | 5 | 6% |
| Psychology | 5 | 6% |
| Other | 18 | 21% |
| Unknown | 29 | 35% |
Attention Score in Context
This research output has an Altmetric Attention Score of 9. This is our high-level measure of the quality and quantity of online attention that it has received. This Attention Score, as well as the ranking and number of research outputs shown below, was calculated when the research output was last mentioned on 31 August 2021.
All research outputs
#3,876,799
of 23,911,072 outputs
Outputs from Journal of General Internal Medicine
#2,622
of 7,806 outputs
Outputs of similar age
#68,639
of 370,016 outputs
Outputs of similar age from Journal of General Internal Medicine
#30
of 85 outputs
Altmetric has tracked 23,911,072 research outputs across all sources so far. Compared to these this one has done well and is in the 83rd percentile: it's in the top 25% of all research outputs ever tracked by Altmetric.
So far Altmetric has tracked 7,806 research outputs from this source. They typically receive a lot more attention than average, with a mean Attention Score of 21.8. This one has gotten more attention than average, scoring higher than 66% of its peers.
Older research outputs will score higher simply because they've had more time to accumulate mentions. To account for age we can compare this Altmetric Attention Score to the 370,016 tracked outputs that were published within six weeks on either side of this one in any source. This one has done well, scoring higher than 81% of its contemporaries.
We're also able to compare this research output to 85 others from the same source and published within six weeks on either side of this one. This one has gotten more attention than average, scoring higher than 64% of its contemporaries.