R S. Budi Lestari is one of the health institutions in Indonesia. RS. Budi Lestari is currently facing stiff competition with other health institutions. Intense competition requires RS. Budi Lestari always provides the best possible service quality. This is so that patients do not move to other hospitals and new patients are interested in seeking treatment. To foster a perfect relationship between patients and the services provided, RS. Budi Lestari strives to develop the quality of its services by identifying patient needs so that the services provided can be tailored to the patient's needs. Therefore RS. Budi Lestari implements a Customer Relationship Management (CRM) strategy whose goal is to build long-term relationships with consumers (relationship longevity). To develop the existing level of service quality, the Quality Function Deployment (QFD) method is used. This function and method is to translate the patient's wishes into technical characteristics with the House of Quality (HOQ) matrix. Identification of patient needs is carried out by distributing a preliminary questionnaire which is then used to develop a research questionnaire. Preliminary questionnaires and research questionnaires were distributed to outpatients at the hospital. Budi Lestari, the distribution of preliminary questionnaires was carried out to 30 respondents and the distribution of research questionnaires was carried out to 103 respondents. From the research conducted, it can be seen 18 characteristics of the needs of outpatients after processing with the Importance Performance Matrix (IPM) and obtained 11 technical characteristics of the hospital. House of Quality (HOQ) describes the relationship between the attributes of the patient's wants and needs with the technical characteristics of the hospital. Budi Lestari, the relationship between the technical characteristics, the target hospital. Budi Lestari, level of difficulty, direction of improvement, competitive position with competing companies, namely RS. Fragrant, and the absolute and relative importance of the technical characteristics of RS. Budi Lestari. Of the 11 existing technical characteristics, there are 5 characteristics that have a low level of difficulty and can be proposed for development, including evaluation meetings in each section, adding competent workers in their fields, patient satisfaction survey systems, patient database systems, and online communication with create a special Web for hospital patients. Budi Lestari with Sugarcrm 5.1.0.a software. and a general Web that can be accessed by patients and the general public. With the proposed development, it is hoped that RS. Budi Lestari is able to build long term relationships with his patients.