Medvedeva E.I., Kroshilin S.V. A new management format based on the CRM concept in medical organizations. Problems of social hygiene, healthcare and the history of medicine. 2025. Vol. 33. No. S2. Pp. 970-976. DOI 10.32687 ...

Текст статьи на сайте журнала URL: https://journal-nriph.ru/journal/article/view/2348 (дата обращения 14.01.2026)

Abstract

The effectiveness of the management of medical organizations, on which the quality of medical services and the health of Russians depend, is today a cornerstone in solving and achieving strategic health-saving objectives. Russian medicine uses the most advanced technologies and digital solutions that contribute to the effective organization of the work of medical workers, allow them to realize patient-centricity and improve the quality of medical services provided. The purpose of the study is to search for approaches to creating and implementing a CRM application model as a new format for implementing patient—centricity in the Ministry of Health of the future. To achieve this goal, a range of different techniques was used: analytical, logical and systematic approaches in the analysis of secondary data. The empirical part of the study is a survey of the expert community, which allowed us to build/obtain a matrix diagram of the relationship between CRM functionality and HR management processes in the Ministry of Defense. As a result, a conceptual model of CRM implementation in the MO is proposed, which takes into account the demand from patients for the services of a particular MO, taking into account its capabilities. The results obtained within the framework of the research topic will make it possible to increase the efficiency of the Ministry of Defense due to a more efficient and optimal workload of medical specialists and a more complete understanding of the needs of the population based on the implementation of CRM.