Prediction of the increase in health services demand based on the analysis of reasons of calls received by a customer relationship management.

Currently, customer relationship management (CRM) tools are very important in our society because they provide a comunication channel to the healthcare system for patients. Salud Responde is a CRM that provides many health services for the entire population of Andalusia, in southern Spain. The number and frequenzy of phone calls received change along the year.

[Use of customer relationship management to improve healthcare for citizens. The 24h Andalusian Health Service: Healthline].

Salud Responde (in English: Healthline) is a Health Service and Information Centre of the taxpayer-funded Andalusian Health System (AHS) that offers a Telephone Health Advisory Service called SA24h, among other services. The main objective of SA24h is to inform and advise citizens on health issues and the available health resources of the AHS. SA24h has a Customer Relationship Management information technology tool that organises information at various levels of specialization.

Improvement of the Prediction of Drugs Demand Using Spatial Data Mining Tools.

The continued availability of products at any store is the major issue in order to provide good customer service. If the store is a drugstore this matter reaches a greater importance, as out of stock of a drug when there is high demand causes problems and tensions in the healthcare system. There are numerous studies of the impact this issue has on patients.

[Importance of health CRM in pandemics and health alerts].

Objective: The aim of this article is to demonstrate the importance of the role a health CRM can play in a pandemic or health alert. During the influenza-A pandemic, Salud Responde played a very important role. Its main objective was to establish protocols and citizens advice lines that would avoid patients with mild influenza-A symptoms going to health centre.

An improvement in the appointment scheduling in primary health care centers using data mining.

An optimal resource management in health care centers implies the use of an appropriate timetabling scheme to schedule appointments. Timetables of health centers are usually divided into time slots whose duration is equal to time required for clinical attendance. However doctors perform a series of tasks that are not always clinical in nature: issuing prescriptions or prescribing sick leave certificates.