Recently, marketing is a hot topic in medical institutions, and the actual number of organizations that practice marketing activities is increasing. In the late 1960's, the concept of social marketing was intro d uced. Up to then, people had thought that marketing concepts and skills were used only among commercial companies.
In the f i e ld of marketing, research suggests that the transactional paradigm is shifting from that of “stimulus-response” to “exchange” and “relationship”, as times and environments change. In the relationship paradigm, companies intend to build relationships with their customers based on trust for mutual benefits.
In this paper, we have examined the essential elements to build relationships between physicians, nurses, and staff and their patients.
Today, medical institutions are faced wit h intense competition because of excessive supply. Only the medical institutions that are always selected by patients can survive.
We studi e d the Nerima General Hospital from a perspective of relationship marketing. The outcome of the study has revealed the following five points.
1) Clarifying visions,2) Establishing management concepts,3) Reforming the employment situation,4) Enhancing communication,5) Creating trust.
Medical institutions (physicians, nurses, and staff) should m ake efforts to build long-term and good relationships with their patients with the aim of improving patient satisfaction which is the ultimate objective. For building such relationships, fostering trust between medical institutions and patients and trust between medical institutions and employees is important.
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