Segmenting Outpatients by the Analysis of Usage and Revenue Indicators

병원이용빈도와 진료수익성 분석을 통한 외래환자 시장세분화

  • Ryu, Sang-Hee (Department of Medical Record, National Health Insurance Corporation Ilsan Hospital) ;
  • Paik, Soo-Kyung (Department of Health Services Administration, Inje University)
  • 류상희 (국민건강보험공단 일산병원 의무기록팀) ;
  • 백수경 (인제대학교 보건대학원 병원경영학과)
  • Published : 2002.12.30

Abstract

The research objective is segmenting outpatients for CRM(Customer Relationship Management) in medical service. Using modified RFM(Recently, Frequency, Monetary) method based on frequency and profitability in the hospital, the data were analyzed with the data mining technique. The result can be summarized as follows : The outpatients were semented into the four groups: 1) the loyal patient group, who have kept visiting until recently and give high profitability; 2) potential loyal patient group, who give lower profitability but high frequency of use, 3) potential withdrawer patient group, who have lower frequency of use but give high profitability and; 4) withdrawer patient group, who give low frequency of use and have not visited recently.

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