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Creating customer-focused health care organizations.

R C Ford1, M D Fottler

  • 1Business Graduate Programs & External Affairs, College of Business Administration, University of Central Florida, Orlando, USA.

Health Care Management Review
|November 10, 2000
PubMed
Summary
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Healthcare organizations must shift from a physician-and-payer-centric "old paradigm" to a patient-focused "new paradigm." This involves adopting guest-service best practices to meet the needs of today's informed patients.

Area of Science:

  • Healthcare Management
  • Patient Experience
  • Service Quality

Background:

  • Traditional healthcare models prioritize physician and third-party payer needs.
  • The current healthcare market is hypercompetitive, increasing pressure on organizations.
  • Patients are becoming more assertive and knowledgeable about their healthcare choices.

Purpose of the Study:

  • To highlight the limitations of the current healthcare operational paradigm.
  • To identify transferable practices from guest-services industries.
  • To propose a new paradigm for healthcare organizations focused on patient needs.

Main Methods:

  • Analysis of best practices in leading guest-services organizations.
  • Comparison of these practices with current healthcare service delivery.

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  • Development of a conceptual framework for a new healthcare paradigm.

    • Main Results:

    • Guest-service principles can be adapted to enhance patient experience in healthcare.
    • A "new paradigm" is proposed, shifting focus from providers to patients.
    • Ten core principles form the foundation of this patient-centric approach.

    Conclusions:

    • Healthcare organizations need to transition to a patient-centered operational model.
    • Adopting guest-service strategies can improve patient satisfaction and organizational competitiveness.
    • The proposed "new paradigm" offers a framework for future healthcare service delivery.