CRM ON THE NATIONWIDE HEALTH INFORMATION NETWORK

Application of Customer Relation Management on the Nationwide Health Information Network



Abstract

The Nationwide Health Information Network (NHIN) is being developed for the purpose of providing a secure, nationwide, interoperable health information infrastructure that will connect the healthcare providers, consumers or patients, and others involved in supporting health and healthcare facilities. The national health IT critical will enable the health information to follow the consumer as well as to be available for the customers at anytime. Customer Relation Management (CRM) has a significant potential to improve health care delivery system and service quality as well as to increase the satisfaction for its clients and customers. A new method of applying a model that helps the CRM to integrate in the NHIN and that will be proposed in this project. The CRM will integrate any patient's records and unit the patient records from the NHIN in order to get high quality of performance for the patients. The model that will integrate the CRM into the NHIN will follow all the objectives of the NHIN in order to get clear goals and satisfy the NHIN to follow its objectives. Moreover, the feature of CRM will be used for the NHIN, but not all the features, only the most important to the NHIN and help the NHIN to be improved. Because the privacy of NHIN is still concerned, the adoption of the NHIN is still small and it needs to pay attention. The main purpose of implementing the proposal for each patient and for each department of the health care system is to make sure that the health record for any patient will be used for only one goal which is to have a model that will be centered on the patients. Therefore, the patient can check his/her record and to see each action happened; and the consequences will show that the patients will trust that their records will not be used. The result of this project will show the importance of this integration by achieving the goals of NHIN (Bergeron, 2002) (Bergeron, 2002).

Application of Customer Relation Management on the Nationwide Health Information Network

Introduction

The Nationwide Health Information Network (NHIN) has shown its willingness to embark on new ventures for exchanging the information regarding health care. The information is developing under the kind endorsement and guidance of the U.S. Office of the National Coordinator for health Information Technology (ONC).

The Office of the National Coordinator for Health Information Technology (ONC) has been alleviating development of the NHIN, which will bond health information exchanges, integrated delivery networks, pharmacies, government, labs, providers, payers and other stakeholders into a "mesh. It was emphasized by Former Health and Human Services Secretary Michael Leavitt that the NHIN will be a public-private venture. A great financial support for is being provided for research and demonstration projects by Foundations such as the Markle Foundation, the Robert Wood Johnson Foundation and the California HealthCare Foundation for the encouragement of the development of a nationwide health information ...