Vincent Nguyen
MBA 5357 N
Charles Davis
Peking University People’s Hospital: An IT-led Upgrading in the New Healthcare Reform
PKUPH has seen much trouble in the past. Experiencing financial losses for three consecutive years, reform was needed. With the appointment of Dr. Wang Shan as president, PKUPH has experienced much success by improving efficiency in several areas by outsourcing, launching a new IT-led management system, and improving upon already existing systems. Under Dr. Wang Shan, PKUPH has enjoyed an increase in revenue, nearly doubling from 1.12 billion in 2006 to 2.6 billion in 2012. With an increase in revenue, medical staff income increased as well. However, the implemented changes only benefit medical staff, leaving patients unsatisfied. This is a problem seeing that private hospitals who have received foreign support are becoming more competitive through their proactive marketing and strong brand image. They boast a premium centric hospital environment and world-class doctors. PKUPH could potentially lose patients to these private hospitals. In response to the threat private hospitals impose, PKUPH should focus on establishing a patient-centric environment and increasing medical quality care. By emphasizing customer service through improving billing services and customer relationship management and increasing on-site conveniences and efficiencies in scheduling, PKUPH becomes a more patient-centric, competitive force in the industry. Improvements in the billing service and customer relationship management will better overall customer service. A well-known fact is that the service industry is extremely dependent upon customer service. Typically, healthcare has a negative connotation when it comes to customer service in the public’s eye. It is said that someone will typically form an opinion about a person, or in this case, a company within 30