[Paper Review] Customer Empowerment in Healthcare Organisations Through CRM 2.0: Survey Results From Brunei Tracking a Future Path in E – Health Research

Muhammad Anshari, Mohammad Nabil Almunawar+2 more|arXiv (Cornell University)|Jul 26, 2012

Service and Product InnovationBusiness, Management and Accounting12 references11 citations

TL;DR

This paper proposes a CRM 2.0 model integrating Web 2.0 technologies to empower patients in Brunei’s e-health ecosystem by enabling self-managed health data access, peer-to-peer and provider-patient interactions via social networks, and online health education. Survey results confirm strong patient preference for control over health data and support for social networking features, validating CRM 2.0 as a key enabler for patient empowerment in e-health.

ABSTRACT

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Motivation & Objective

• To explore how CRM 2.0 can enhance patient empowerment in e-health systems.
• To identify patient expectations regarding digital health engagement in Brunei’s low-digital-divide context.
• To develop a comprehensive CRM 2.0 model that supports patient self-management and collaborative care.
• To validate the proposed model through a survey of healthcare service users in Brunei.
• To lay a foundation for future e-health system design focused on patient-centric, socially integrated care.

Proposed method

• Proposes a modular CRM 2.0 framework integrating external and internal social networks for patient-provider and peer-to-peer interaction.
• Incorporates features such as self-managed health data access, appointment scheduling, medical record viewing, and online forums.
• Introduces an Online Health Educator role to guide patients in using e-health tools and improving health literacy.
• Employs listening tools to capture and respond to patient conversations in social networks for service improvement.
• Uses a hybrid value chain and value configuration model to align CRM 2.0 with healthcare organizational processes.
• Conducts a preliminary survey in Brunei to assess patient expectations and validate model features.

Experimental results

Research questions

• RQ1 How can CRM 2.0 enhance patient empowerment in e-health systems through social media integration?
• RQ2 What specific features do patients in Brunei expect from an e-health system that supports self-management and peer interaction?
• RQ3 To what extent do patients value control over their personal health data in a CRM 2.0-enabled system?
• RQ4 How important is the role of an online health educator in supporting patient engagement and health literacy?
• RQ5 What is the perceived value of internal and external social networks in improving patient involvement in healthcare?

Key findings

• Patients in Brunei strongly prefer having control over their personal health data and access to their electronic health records through a CRM 2.0 system.
• A majority of survey respondents expressed a clear preference for features enabling interaction with both healthcare providers and other patients via social networks.
• The inclusion of an online health educator was identified as a critical component for successful e-health implementation and patient empowerment.
• Patients value the ability to share experiences and knowledge through online forums and social media platforms within the e-health system.
• The survey results validate the proposed CRM 2.0 model as aligned with patient expectations and suitable for guiding future e-health system development in Brunei.
• There is significant demand for integrated, socially enabled e-health platforms that support both individual self-management and community-based health engagement.