Jove
Visualize
Contact Us
JoVE
x logofacebook logolinkedin logoyoutube logo
ABOUT JoVE
OverviewLeadershipBlogJoVE Help Center
AUTHORS
Publishing ProcessEditorial BoardScope & PoliciesPeer ReviewFAQSubmit
LIBRARIANS
TestimonialsSubscriptionsAccessResourcesLibrary Advisory BoardFAQ
RESEARCH
JoVE JournalMethods CollectionsJoVE Encyclopedia of ExperimentsArchive
EDUCATION
JoVE CoreJoVE BusinessJoVE Science EducationJoVE Lab ManualFaculty Resource CenterFaculty Site
Terms & Conditions of Use
Privacy Policy
Policies

Related Experiment Videos

Improving customer satisfaction: emerging lessons about strategy and implementation, Part 2.

J Morton1

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

Managed Care Quarterly
|February 2, 1996
PubMed
Summary
This summary is machine-generated.

Related Concept Videos

You might also read

Related Articles

Articles linked to this work by shared authors, journal, and citation graph.

Sort by
Same author

Platform for 100 s Mbar equation of state measurements on the National Ignition Facility.

The Review of scientific instruments·2026
Same author

A semiparametric model for between-subject attributes: Applications to beta-diversity of microbiome data.

Biometrics·2021
Same author

Cutaneous squamous cell carcinoma-mms or MMS?

Journal of plastic, reconstructive & aesthetic surgery : JPRAS·2021
Same author

Initial Mapping of the New York City Wastewater Virome.

mSystems·2020
Same author

A new technique for tensile testing of engineering materials and composites at high strain rates.

Proceedings. Mathematical, physical, and engineering sciences·2019
Same author

Analysis of soluble or titanium dioxide derived titanium levels in human whole blood: consensus from an inter-laboratory comparison.

The Analyst·2018
Same journal

Safety issues have patients favoring familiar medications.

Managed care quarterly·2007
Same journal

Cost-shifting, insurer profits, and health promotion programs are slowing rate increases.

Managed care quarterly·2007
Same journal

Costco offers health plan to some members in California.

Managed care quarterly·2007
Same journal

Federal initiatives to improve patient care are questioned.

Managed care quarterly·2007
Same journal

Blue Cross Blue Shield plans launch incentives despite physicians' concerns.

Managed care quarterly·2007
Same journal

Medicare pay-for-performance bill omits reimbursement formula fix.

Managed care quarterly·2007
See all related articles

This managed care strategy focuses on improving customer satisfaction through systematic listening and targeted improvements. It details the final four phases for achieving and sustaining significant gains.

Area of Science:

  • Healthcare Management
  • Service Quality Improvement
  • Customer Satisfaction Strategies

Background:

  • Managed care systems require systematic approaches to enhance patient experience.
  • Previous work outlined the initial two phases: customer listening and targeted improvement identification.
  • This article details the subsequent phases for sustained service enhancement.

Purpose of the Study:

  • To present the final four phases of a six-phase strategy for improving managed care customer satisfaction.
  • To describe methods for achieving and sustaining high levels of service improvement.
  • To summarize initial results and lessons learned from strategy implementation.

Main Methods:

  • Systematic customer feedback collection and analysis.

Related Experiment Videos

  • Strategic targeting of key areas for service enhancement.
  • Implementation of advanced improvement phases focused on sustainability.

    • Main Results:

    • The strategy facilitates significant improvements in customer satisfaction within managed care.
    • Early implementation provides valuable lessons for refining the improvement process.
    • Sustained high levels of service quality are achievable through the outlined phases.

    Conclusions:

    • The six-phase strategy offers a robust framework for enhancing customer satisfaction in managed care.
    • Continuous listening and targeted action are crucial for long-term service excellence.
    • The latter phases are critical for embedding and maintaining service improvements.