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) Regional hospitals in Taiwanlack an adequate number of physicians and wards for critically illpatients. Emergency care staff can thus provide only primarycare for those patients before transferring them to a larger medical center. Such patients are thus unlikely to return toregional hospitals for subsequent visits, instead opting for thoselarger medical centers for primary care. Changing trends amonghospital patients significantly impact the operating budgets of regional hospitals.
Therefore, this work presents a novelCRM-based approach by investigating why critically ill patients atregional hospitals in Taiwan transfer to larger medical centers inorder to more thoroughly understand the anticipated medicalservices that their families expect.
Factors of patienttransferral are identified based on statistics from regionalhospitals in Taiwan. A questionnaire based on customer relations management (CRM) is then issued to families of critically ill patients to determine anticipated medical services.Based on those results, an APH methodology is formed.