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Related Experiment Videos

Improving customer satisfaction: emerging lessons about strategy and implementation.

J Morton1

  • 1Group Health Cooperative of Puget Sound, Seattle, WA, USA.

Managed Care Quarterly
|January 3, 1996
PubMed
Summary
This summary is machine-generated.

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A new six-phase strategy aims to boost customer satisfaction in managed care systems. This article details the strategy

Area of Science:

  • Healthcare Management
  • Customer Relationship Management
  • Systems Strategy

Background:

  • Customer satisfaction is crucial for managed care systems.
  • Existing strategies may not be comprehensive.
  • A structured approach is needed for improvement.

Purpose of the Study:

  • To present a novel six-phase strategy for enhancing customer satisfaction.
  • To outline the theoretical basis of the strategy.
  • To describe the initial phases and emerging lessons.

Main Methods:

  • Development of a six-phase strategic framework.
  • Implementation and analysis of the first two phases.
  • Qualitative assessment of strategy and implementation.

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Main Results:

  • The initial two phases of the strategy have been detailed.
  • Early lessons regarding strategic implementation have been identified.
  • A foundation for further phases and results has been established.

Conclusions:

  • A systematic, phased approach can guide improvements in managed care.
  • Early insights provide valuable information for refining the strategy.
  • Further research will report on the complete strategy and outcomes.