|
|
|
SR9-1. Julie T. Chyna, "The Consumer Revolution: An Age of Changing Expectations," Healthcare Executive (January/February, 2000): 7 - 10. More healthcare consumers are demanding more control over decisions that directly affects their lives. Identifying, meeting, and managing the expectations of the new healthcare consumer is one of the greatest challenges facing healthcare executives today. Traditional patient surveys are not enough. First, measure the value of service compared with what it costs in time and money. Consumers today want to partner with their healthcare providers to manage their health. Healthcare organizations need to better managed the expectations of their consumers through a clear and consistent program of communication and education. Newsletters, sent via e-mail, detailing new or enhanced services, patient handouts explaining tests being conducted and how long the patient can expect to wait for results, hotline for consumers to call with questions about an organization's programs, services, and procedures are some ways healthcare organizations can open the lines of communication with consumers. |
|
|