Course Name | Customer Relations in Healthcare Institution |
Code | Semester | Theory (hour/week) | Application/Lab (hour/week) | Local Credits | ECTS |
---|---|---|---|---|---|
HIM 460 | Fall/Spring | 3 | 0 | 3 | 6 |
Prerequisites | None | |||||
Course Language | English | |||||
Course Type | Elective | |||||
Course Level | First Cycle | |||||
Mode of Delivery | - | |||||
Teaching Methods and Techniques of the Course | ||||||
Course Coordinator | ||||||
Course Lecturer(s) | ||||||
Assistant(s) | - |
Course Objectives | This course is intended to give knowledge about customer retention and gaining in healthcare organizations. |
Learning Outcomes | The students who succeeded in this course;
|
Course Description | This course includes the topics of; Development of customer relations, Definitions of basic topics of customer relations, New dimensions of customer relations, Total quality management in customer relations, Creating value for customers, Communication with customers, Service delivery for customers, Measurement of customer satisfaction, Customer focused organzational culture. |
Related Sustainable Development Goals | |
| Core Courses | |
Major Area Courses | X | |
Supportive Courses | ||
Media and Managment Skills Courses | ||
Transferable Skill Courses |
Week | Subjects | Required Materials |
1 | Introduction to the Course | Course Book and Lecturer Notes |
2 | Review of Marketing, Service marketing What is CRM? | Course Book and Lecturer Notes |
3 | What is PRM? Are Patients Customers? CRM Process, differences between CRM and PRM, | Course Book and Lecturer Notes |
4 | Ethical and Legal Dimension | Course Book and Lecturer Notes |
5 | Patients’ Rights Exercise | Course Book and Lecturer Notes |
6 | Crisis Management in Organizations, Crisis Management in Healthcare Services | Course Book and Lecturer Notes |
7 | Communication in Healthcare Services | |
8 | Midterm1 | Course Book and Lecturer Notes |
9 | Empathy in Healthcare | Course Book and Lecturer Notes |
10 | Organizational and Psychological Resilience in Healthcare | Course Book and Lecturer Notes |
11 | Technology and Healthcare | Course Book and Lecturer Notes |
12 | Society 5.0 and Future of Healthcare Services | Course Book and Lecturer Notes |
13 | Review and Q &A | |
14 | Midterm 2 | |
15 | Review of the course | |
16 | Review of the course |
Course Notes/Textbooks | Sağlık Hizmetleri Pazarlaması Prof. Dr. Dilaver Tengilimoğlu |
Suggested Readings/Materials | Additional reading material assigned by the lecturer |
Semester Activities | Number | Weigthing |
Participation | ||
Laboratory / Application | ||
Field Work | ||
Quizzes / Studio Critiques | ||
Portfolio | ||
Homework / Assignments | 2 | 20 |
Presentation / Jury | ||
Project | ||
Seminar / Workshop | ||
Oral Exam | ||
Midterm | 2 | 80 |
Final Exam | ||
Total |
Weighting of Semester Activities on the Final Grade | 4 | 100 |
Weighting of End-of-Semester Activities on the Final Grade | ||
Total |
Semester Activities | Number | Duration (Hours) | Workload |
---|---|---|---|
Course Hours (Including exam week: 16 x total hours) | 16 | 3 | 48 |
Laboratory / Application Hours (Including exam week: 16 x total hours) | 16 | ||
Study Hours Out of Class | 12 | 4 | 48 |
Field Work | |||
Quizzes / Studio Critiques | |||
Portfolio | |||
Homework / Assignments | 2 | 12 | |
Presentation / Jury | |||
Project | 16 | ||
Seminar / Workshop | |||
Oral Exam | |||
Midterms | 2 | 30 | |
Final Exams | 35 | ||
Total | 180 |
# | Program Competencies/Outcomes | * Contribution Level | |||||
1 | 2 | 3 | 4 | 5 | |||
1 | To be able to acquire and use theoretical and practical knowledge in the field of health management. | X | |||||
2 | To be able to create and use new information by integrating information in the field of health management with information from different disciplines | X | |||||
3 |
| X | |||||
4 |
| X | |||||
5 |
| X | |||||
6 |
| X | |||||
7 |
| X | |||||
8 |
| X | |||||
9 |
| X | |||||
10 |
| X | |||||
11 |
| X | |||||
12 |
| X | |||||
13 |
| X |
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest