FACULTY OF HEALTH SCIENCES

Department of Health Management

HIM 460 | Course Introduction and Application Information

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;
  • will be able to define customer
  • will be able to learn how to measure customer satisfaction
  • will be able to identify to group customer complaints
  • will be able to identify to solve customer complaints
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.

 



Course Category

Core Courses
Major Area Courses
X
Supportive Courses
Media and Management Skills Courses
Transferable Skill Courses

 

WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES

Week Subjects Related Preparation
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

 

EVALUATION SYSTEM

Semester Activities Number Weigthing
Participation
Laboratory / Application
Field Work
Quizzes / Studio Critiques
Portfolio
Homework / Assignments
2
20
Presentation / Jury
Project
Seminar / Workshop
Oral Exams
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

ECTS / WORKLOAD TABLE

Semester Activities Number Duration (Hours) Workload
Theoretical Course Hours
(Including exam week: 16 x total hours)
16
3
48
Laboratory / Application Hours
(Including exam week: '.16.' x total hours)
16
0
Study Hours Out of Class
12
4
48
Field Work
0
Quizzes / Studio Critiques
0
Portfolio
0
Homework / Assignments
2
12
24
Presentation / Jury
0
Project
16
0
Seminar / Workshop
0
Oral Exam
0
Midterms
2
30
60
Final Exam
35
0
    Total
180

 

COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP

#
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

To be able to solve the problems that require expertise by using scientific research methods.

X
4

To be able to solve a problem in the field of health management by using appropriate problem solving techniques.

X
5

To be able to transfer the current developments in the field of health management with the data and to transfer them systematically to the groups in and out of the field in written, oral and visual form.

X
6

To be able to critically examine the norms governing corporate culture and organizational communication, to develop them and to take action to change them when necessary.

X
7

To be able to develop implementation plans in health management field and to evaluate the results within the framework of health services management quality processes.

X
8

To be able to act by considering social, scientific, cultural and ethical values in the stages of data collection, interpretation and announcement while managing health institutions.

X
9

To be able to take responsibility as an individual and a team member in the problems encountered in the related field applications while managing health institutions.

X
10

To be able to plan and manage the activities of the employees whose under their responsibility while managing health institutions.

X
11

To be able to relate the knowledge accumulated throughout the human history to their field of expertise.

X
12

To be able to collect data in the areas of “Health Management” and communicate with colleagues in a foreign language.

X
13

To be able to speak a second foreign at a medium level of fluency efficiently.

X

*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest

 


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