Abstract：This paper takes WuXi People’s Hospital as an example to demonstrate the design of the physician-patient interaction platform through application of middle-ware technologies like CTI (Computer Telephone Integration), the CRM (Customer Relationship Management) concept, multimedia calling technologies and HIS. This platform can provide patients with services including medical appointments and registration, consultation from experts for their advice, checking treatment information and making complaints with a telephone call, which effectively reduces the pressure of clinical services to patients and constructs a new service mode for the hospital.
陈敏亚，夏勇，杨正东，王伟. 基于CTI技术的医院客户服务管理系统的设计和应用[J]. 中国医疗设备, 2013, 28(10): 87-88.
CHEN Min-ya, XIA Yong, YANG Zheng-dong, WANG Wei. Design and Application of the CTI-based Hospital Customer Service Management System. China Medical Devices, 2013, 28(10): 87-88.
