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Models of Care for Patient Satisfaction

Published by: Athena Healthcare Communications

Published: Dec. 1, 2000 - 28 Pages


Table of Contents


Guest editorial



Modeling Care

    Identifying the steps programs target to have an impact on patient satisfaction



Plan and Provider Interventions

    Trends and characteristics of successful programs--Develop standards of practice and integrate these standards across the organization, use ongoing measurement to identify problems, rely on systematic improvement processes under senior leadership, provide staff training and empowerment to handle problems as they arise. Eleven case studies are from physician groups, health plans and systems, and hospitals.



Employer Coalitions and Support Organizations

    Focus on getting consumer input and ratings and providing that information to consumers, employers, and providers to inform their choices and influence their behavior. Five case studies come from employer coalitions, consumer advocacy group, and employee benefit enhancement company.


Abstract

This Models of Care report describes 16 innovative and successful programs from across the country that take systematic and proactive approaches to improving patient satisfaction. The programs target how to make it easier to understand health care benefits, choose and gain access to plans and providers, improve the provider-care experience, and resolve complaints and problems more efficiently. Eleven programs come from physician groups, health plans, health systems, and hospitals, while the other five are from employer coalitions and support organizations. The case studies demonstrate that successful programs are supported strongly by senior management and rely on constant data collection, analysis and feedback to line management. The case studies also demonstrate the importance the organizations place on instilling a culture that supports excellent customer service.

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