Title
Healthcare Customer Service Revolution: The Growing Impact of Managed Care on Patient Satisfaction,New
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In the summer of 1995, a group of representatives of some of the country's largest employers and purchasers of health insurance agreed to pursue a fundamental shift in emphasis in the nation's managed healthcare systems: now that costs have begun to be controlled, they want the primary focus to be placed on measuring the quality of care. This broadbased agreement was reached at Jackson Hole, Wyoming, by 30 officials of federal, state, and local employees' organizations, consumer groups, and officials of such major employers as American Express, the Minnesota Mining and Manufacturing Company, the Ameritech Corporation, and PepsiCo. All together they represented an estimated 80 million consumers of health insurance.Measuring the quality of care is the focus of The Healthcare Customer Service Resolution. It reports what patients currently think about the quality of the healthcare they receive. This book explores what employers, managed care companies, and providers are doing to measure patient satisfaction with hospitals, what they do with the information, and how customer satisfaction can impact a hospital's future revenue. The authors have interviewed thousands of patients, 25 major employers, and managed care companies representing millions of patients about the important role customer service plays when patients choose and keep a particular health plan, doctor, or hospital.
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.
- Q: What is the main focus of 'Healthcare Customer Service Revolution'? A: The book primarily focuses on measuring the quality of care in managed healthcare systems and how it impacts patient satisfaction.
- Q: Who are the authors of this book? A: The book is authored by David Zimmerman.
- Q: What kind of condition is this book in? A: This is a used book in good condition.
- Q: When was 'Healthcare Customer Service Revolution' published? A: It was published on January 15, 1996.
- Q: How many pages does the book have? A: The book contains 217 pages.
- Q: What type of binding does this book have? A: The book is available in hardcover binding.
- Q: What is the significance of measuring patient satisfaction in healthcare? A: Measuring patient satisfaction helps healthcare providers understand patient experiences and improve the quality of care, which can affect hospital revenue.
- Q: Who are the target audiences for this book? A: The book is aimed at employers, managed care companies, providers, and anyone interested in healthcare customer service and patient satisfaction.
- Q: Does the book include real patient experiences? A: Yes, it reports on interviews with thousands of patients and major employers regarding their views on healthcare quality.
- Q: What edition of the book is being sold? A: This is the first edition of 'Healthcare Customer Service Revolution'.