Bayburt University Lifelong Learning Programme

Description of Individual Course Units

Course Unit Code	Course Unit Title	Type of Course Unit	Year of Study	Semester	Number of ECTS Credits
SY406	Patient Relationship Management	Compulsory	4	8	3

Level of Course Unit

First Cycle

Objectives of the Course

To improve the activities of patient relations in health institutions and to evaluate the dimensions of patient relationship management.

Name of Lecturer(s)

Dr. Öğr. Üyesi Mehmet KILINÇ

Learning Outcomes

1	Implement methods of improving patient relationship activities.
2	Evaluate the patient's winning and holding activities.
3	Rank the measurement methods of patient relationship activities.
4	Recognize the accreditation standards and works in the accreditation process.
5	Use basic quality improvement tools, explains basic quality improvement models, and recognizes quality improvement teams

Mode of Delivery

Second Education

Prerequisites and co-requisities

None

Recommended Optional Programme Components

None

Course Contents

The course includes Patient Relationships Concept and Features, Creating Patient Satisfaction and Patient Loyalty, Patient Relationships and Relationship Marketing, Total Quality Management and Customer Profitability Analysis in Sales and Marketing, Creating Value for the Patient, Patient Lifetime Value, patient service system, patient complaints,, Measurement of Patient Relations, patient-centered culture, change and organizational structure, Accreditation in health.

Weekly Detailed Course Contents

Week	Theoretical	Practice	Laboratory
1	Patient Relationships Concept and Features
2	Creating Patient Satisfaction and Patient Loyalty
3	Patient Relationships and Relationship Marketing
4	Total Quality Management and Customer Profitability Analysis in Sales and Marketing
5	Creating Value for the Patient
6	Patient Lifetime Value
7	Patient Service Quality-Patient Service System-Patient Relationship Management
8	MIDTERM EXAM
9	Patient Retention Model and Development of Patient Retention Programs
10	Accreditation in health
11	Handling Patient Complaints
12	Measurement of Patient Relations
13	Patient-Focused Cultural Diffusion
14	Barriers to Cultural Exchange
15	Patient Focused Change Management and Customer Relationships and Organizational Structure

Recommended or Required Reading

Yavuz Odabaşı, "Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi", Sistem Yayıncılık, İstanbul 2010. Cemalettin Aktepe, Mehmet Baş, Metehan Tolon, "Müşteri İlişkileri Yönetimi", Detay Yayıncılık, İstanbul 2000.

Planned Learning Activities and Teaching Methods

Assessment Methods and Criteria

Term (or Year) Learning Activities	Quantity	Weight
Midterm Examination	1	100
SUM		100
End Of Term (or Year) Learning Activities	Quantity	Weight
Final Examination	1	100
SUM		100
Term (or Year) Learning Activities		40
End Of Term (or Year) Learning Activities		60
SUM		100

Language of Instruction

Turkish

Work Placement(s)

None

Workload Calculation

Activities	Number	Time (hours)	Total Work Load (hours)
Midterm Examination	1	1	1
Final Examination	1	2	2
Attending Lectures	14	3	42
Question-Answer	14	1	14
Self Study	14	1	14
Individual Study for Mid term Examination	1	7	7
Individual Study for Final Examination	1	10	10
TOTAL WORKLOAD (hours)			90

Contribution of Learning Outcomes to Programme Outcomes

	PO 1	PO 2	PO 3	PO 4	PO 5	PO 6	PO 7	PO 8	PO 9	PO 10	PO 11	PO 12	PO 13	PO 14	PO 15
LO1	3	3	4	4	4	4	5			4	3	4	5	4	5
LO2	3	3	5	4	3	4	5			5	4	4	3	4	5
LO3	3	3	4	4	4	4	4			4	4	4	4	4	5
LO4	4	3	4	4	4	4	5			4	5	4	4	4	5
LO5	4	3	4	4	4	4	5			4	4	4	4	5	5

* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High