Abstract
Relationship with customers is already considered one of the key success points of any organization, and companies that do not recognize this importance are inclined to the difficulties of the organizational world. The healthcare industry faces a paradigm shift where the focus of the relationship is on the disease rather than the patient as the true client. Patient Relationship Management (PRM) is a concept that aims to strengthen the relationship between patients and hospitals, always seeking to improve the services and relationship involved in the patient experience. The present work aims to map what are the requirements of a PRM project that focuses on the patient. To conduct this work, a Systematic Literature Review (RSL) was conducted, considering articles published between 2010 and 2018 on the theme of CRM and PRM in hospitals. As a result, based on patient expectations, seven essential requirements for a PRM project focused on improving the relationship between patients and hospitals were mapped. This paper is organized into five sections: 1st introduction; 2nd theoretical framework, 3rd research methodology 4th data analysis and 5th final considerations.