Title

Creating customer-focused health care organizations

Authors

Authors

R. C. Ford;M. D. Fottler

Comments

Authors: contact us about adding a copy of your work at STARS@ucf.edu

Abbreviated Journal Title

Health Care Manage. Rev.

Keywords

benchmarking; best practices; customer service; patient satisfaction; PATIENT SATISFACTION; QUALITY; HOSPITALS; Health Policy & Services

Abstract

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".

Journal Title

Health Care Management Review

Volume

25

Issue/Number

4

Publication Date

1-1-2000

Document Type

Article

Language

English

First Page

18

Last Page

33

WOS Identifier

WOS:000090091500003

ISSN

0361-6274

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