Creating customer-focused health care organizations

    Authors

    R. C. Ford;M. D. Fottler

    Comments

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    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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