The customer satisfaction dilemma facing managed care organizations

Hospitals, physician groups, managed care organizations and a variety of health care agencies have focused in recent years on the application of traditional product-oriented marketing strategies to health services. Accordingly, greater emphasis is being placed on customer-patient satisfaction as the...

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Bibliographic Details
Published in:Health care strategic management 1998-06, Vol.16 (6), p.18-20
Main Authors: Halstead, D, Casavant, R, Nixon, J
Format: Article
Language:English
Subjects:
Accreditation
Brand loyalty
Cost reduction
Customer satisfaction
Customer services
Economic Competition
Health administration
Health care delivery
Health care industry
Health services
Hospitals
Humans
Managed care
Managed Care Programs - economics
Managed Care Programs - standards
Market strategy
Marketing
Marketing of Health Services
Medicaid
Organizational Policy
Outcome Assessment (Health Care)
Patient Satisfaction
Profit margins
Profitability
Retention
Strategic management
Strategic planning
Total quality
United States
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Summary:Hospitals, physician groups, managed care organizations and a variety of health care agencies have focused in recent years on the application of traditional product-oriented marketing strategies to health services. Accordingly, greater emphasis is being placed on customer-patient satisfaction as the cornerstone of an effective marketing strategy. Despite the documented strategic and financial advantages of satisfaction programs for most industries, the nature of managed care changes the type and extent of satisfaction outcomes. The role of customer satisfaction in a firm's marketing strategy is discussed, as well as strategic implications for MCOs with respect to managing enrollee satisfaction.
ISSN:0742-1478