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Patient satisfaction under managed care: what every financial manager should know
V R Rosselli1, C A Santalucia, A B Woodward
1Ombudsman Department, Cleveland Clinic Foundation, OH, USA.
Journal of Health Care Finance
|January 1, 1996
Summary
Patient satisfaction is crucial in managed care. Understanding and measuring patient expectations helps providers improve services and financial managers champion patient satisfaction.
Area of Science:
- Healthcare Management
- Patient Experience Research
Background:
- Healthcare delivery is shifting towards managed care models.
- Patient influence on provider selection is increasing.
- Meeting patient expectations is becoming paramount.
Purpose of the Study:
- To explore the key drivers of patient satisfaction.
- To outline methods for measuring, tracking, and monitoring patient satisfaction.
- To define the role of financial managers in enhancing patient satisfaction.
Main Methods:
- Literature review on patient satisfaction metrics.
- Analysis of managed care trends.
- Case study examples (implied).
Main Results:
- Patient expectations significantly influence provider choice.
- Systematic measurement and monitoring are essential for improvement.
- Financial managers can actively promote patient satisfaction.
Conclusions:
- Proactive management of patient satisfaction is vital for success in managed care.
- Financial managers play a key role in advocating for and improving patient experience.
- Focusing on patient expectations is a strategic imperative for healthcare organizations.