Title

Creating Customer-Focused Health Care Organizations

Keywords

Benchmarking; Best practices; Customer service; Patient satisfaction

Abstract

Most health care organizations are operating under an 'old paradigm' wherein the needs physicians and third party payers drive the organization. In the current hypercompetitive health care markets, executives need to focus more directly on 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'.

Publication Date

1-1-2000

Publication Title

Health Care Management Review

Volume

25

Issue

4

Number of Pages

18-33

Document Type

Review

Personal Identifier

scopus

DOI Link

https://doi.org/10.1097/00004010-200010000-00003

Socpus ID

0033744821 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/0033744821

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