Creating customer-focused health care organizations
Abbreviated Journal Title
Health Care Manage. Rev.
benchmarking; best practices; customer service; patient satisfaction; PATIENT SATISFACTION; QUALITY; HOSPITALS; Health Policy & Services
Most health care organizations ave operating under an "old paradigm" wherein the needs of physicians and third party payers drive the organization. In the current hypercompetitive health care markets, executives need to focus more directly an their increasingly assertive and knowledgeable patient customers. This article describes practices of the best guest-services organizations that may be transferable to health services organizations. It also proposes ten principles that constitute the "new paradigm".
Health Care Management Review
"Creating customer-focused health care organizations" (2000). Faculty Bibliography 2000s. 7847.