Muhammad Anshari

Publications (18) View all

• Article: Shifting Role of Customer from Recipient To Partner of Care In Healthcare Organization

  Muhammad Anshari, Mohammad Nabil Almunawar
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  ABSTRACT: Most recent e-health initiatives perceive customers (patients) as recipients of medical care where they do not have a significant role in the process of health decision making. However, the advancement of Web 2.0 offers patients to have a greater role in the decision making process related to their health as they can be empowered with the ability to access and control information that fits with their personalized needs. However, providing patient empowerment in e-health through Web 2.0 is challenging task because the complexity nature of healthcare business processes. Empowerment closely relates to the concept of Customer Relationship Management (CRM) in managing good relationships with the customers. The adoption of Web 2.0 in CRM systems is known as Social CRM or CRM 2.0. Social CRM emerges to accommodate dynamic means of interaction between patients with their healthcare providers. The aim of this paper is to present a model that embeds empowerment of patient through Social CRM intervention that may extend the role of the patient as an individual health actor, a social health agent, and a medical care partner. A survey has been conducted to gain a feedback from customers regarding the proposed model. A prototype derived from the model namely Clinic 2.0 has also been developed. Using the prototype we measure its impact towards customer satisfaction and health literacy. The results show that the system intervention through Clinic 2.0 improves the level of satisfaction and health literacy of participants.
  04/2013;
• Source

  Available from: Muhammad Anshari

  Conference Proceeding: Shifting Role of Customer from Recipient To Partner of Care In Healthcare Organization

  Muhammad Anshari, Mohammad Nabil Almunawar
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  ABSTRACT: Most recent e-health initiatives perceive customers (patients) as recipients of medical care where they do not have a significant role in the process of health decision making. However, the advancement of Web 2.0 offers patients to have a greater role in the decision making process related to their health as they can be empowered with the ability to access and control information that fits with their personalized needs. However, providing patient empowerment in e-health through Web 2.0 is challenging task because the complexity nature of healthcare business processes. Empowerment closely relates to the concept of Customer Relationship Management (CRM) in managing good relationships with the customers. The adoption of Web 2.0 in CRM systems is known as Social CRM or CRM 2.0. Social CRM emerges to accommodate dynamic means of interaction between patients with their healthcare providers. The aim of this paper is to present a model that embeds empowerment of patient through Social CRM intervention that may extend the role of the patient as an individual health actor, a social health agent, and a medical care partner. A survey has been conducted to gain a feedback from customers regarding the proposed model. A prototype derived from the model namely Clinic 2.0 has also been developed. Using the prototype we measure its impact towards customer satisfaction and health literacy. The results show that the system intervention through Clinic 2.0 improves the level of satisfaction and health literacy of participants.
  The 13th ASEAN Graduate Business and Economics Program (AGBEP) Annual Meeting & Conference, Yogykarta; 04/2013
• Source

  Available from: Muhammad Anshari

  Dataset: Healthcare

  Muhammad Anshari, Mohammad Nabil Almunawar
• Source

  Available from: Muhammad Anshari

  Article: Evaluating CRM Implementation in Healthcare Organization

  Muhammad Anshari, Mohammad Nabil Almunawar
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  ABSTRACT: Recently, many healthcare organizations are adopting CRM as a strategy, which involves using technology to organize, automate, and coordinate business processes, in managing interactions with their patients. CRM with the Web technology provides healthcare providers the ability to broaden their services beyond usual practices, and thus offers suitable environment using latest technology to achieve superb patient care. This paper discusses and demonstrates how a new approach in CRM based on Web 2.0 will help the healthcare providers improving their customer support, avoiding conflict, and promoting better health to patient. With this new approach patients will benefit from the customized personal service with full information access to perform self managed their own health. It also helps healthcare providers retaining the right customer. A conceptual framework of the new approach will be discussed.
  04/2012;
• Article: E-Health Initiative and Customer's Expectation: Case Brunei

  Mohammad Nabil Almunawar, Zaw Wint, Patrick Kim Cheng Low, Muhammad Anshari
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  ABSTRACT: This paper is to determine the dimension of e-health services in Brunei Darussalam (Brunei) from customers' perspective. It is to identify, understand, analyze and evaluate public's expectation on e-health in Brunei. A questionnaire was designed to gather quantitative and qualitative data to survey patients, patient's family, and health practitioners at hospitals, clinics, or home care centers in Brunei starting from February to March, 2011. A 25-item Likert-type survey instrument was specifically developed for this study and administered to a sample of 366 patients. The data were analyzed to provide initial ideas and recommendation to policy makers on how to move forward with the e-health initiative as a mean to improve healthcare services. The survey revealed that there exists a high demand and expectation from people in Brunei to have better healthcare services accessible through an e-health system in order to improve health literacy as well as quality and efficiency of healthcare. Regardless of the limitations of the survey, the general public has responded with a great support for the capabilities of an e-health system listed from the questionnaires. The results of the survey provide a solid foundation for our on going research project to proceed further to develop a model of e-health and subsequently develop a system prototype that incorporate expectations from the people.
  04/2012;