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Beyond utilization control: managing care with customers.

J Morath1

  • 1Allina Health System, Minnetonka, MN, USA.

Managed Care Quarterly
|February 1, 1999
PubMed
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Understanding patient perception is key to improving healthcare quality. Engaging patients, members, and families in determining care quality presents cultural challenges for healthcare systems.

Area of Science:

  • Healthcare Management
  • Patient Experience Research
  • Health Services Research

Background:

  • Healthcare organizations face increasing pressure to improve quality and patient satisfaction.
  • Traditional quality metrics often overlook the patient's perspective.
  • Integrating patient and family feedback is a critical component of modern healthcare quality improvement.

Purpose of the Study:

  • To explore the complexities of understanding customer perceptions of care and service within a large health system.
  • To identify the implications of patient and family participation in defining healthcare quality.
  • To address the cultural shifts required for effective patient-centered care.

Main Methods:

  • Qualitative analysis of patient and family feedback mechanisms.

Related Experiment Videos

  • Review of internal quality improvement initiatives at Allina Health System.
  • Exploration of organizational change management strategies related to patient engagement.

    • Main Results:

    • Patient perception is a vital, yet complex, element in assessing healthcare quality.
    • The active participation of patients, members, and families is a significant milestone for quality assessment.
    • Significant cultural and operational adjustments are necessary for healthcare systems to effectively manage patient inclusion.

    Conclusions:

    • Healthcare systems must prioritize understanding and integrating patient perspectives to enhance care quality.
    • Successful patient-centered care requires a deep understanding and management of associated cultural changes.
    • The inclusion of patients and families in quality determination is essential for future healthcare delivery.