Implementation of an Integrated CRM system in Hospitals in Pakistan

The aim of this research is to assess the current health information system prevailing in hospitals in Pakistan and to explore the possibilities of implementation of an integrated CRM system. The study also examines the challenges faced by the management, the potential benefits of system integration as well as the readiness of adapting an integrated system in hospitals in Pakistan. The findings will facilitate to improve the overall health information system infrastructure. Qualitative research methodology is used for the empirical findings of the thesis. Inter-views are conducted to collect primary data for the research. However, data is gathered for literature review through document review like reports, books, articles and online sources. The finding reveals that the current national Health Management Information System (HMIS) of Pakistan is somehow an integrated system with partially linked with other systems. However, the current system is still manual paper-based, and no data centralization is done. The study indicates several challenges preventing system integration including a lack of coordination and cooperation of inter-organizational information sharing, commitment and motivation of higher authorities and lack of resources. The re-search concludes that there is a potential of health information system integration once functional and structural barrier are overcome. The study suggests few recommendations to facilitate system integration. These include promoting a system and culture of inter-organizational cooperation and coordination, sensitizing decision-makers about the benefits of integrated systems and increase awareness and promote health education