Customer service in healthcare: a new era

Article Abstract:

Healthcare providers are evolving towards becoming a true customer-oriented industry, spurred by the removal of regulatory and economic barriers to competition. Providers who are seeking this orientation should examine the ingrained paternalistic attitudes towards patients. They should put customer service into their mission statements and corporate philosophies, clearly define their customers, empower their staffs, develop a system to handle complaints and other customer comments, and ensure that their facilities are user-friendly.

Management, Services, Hospitals, Customer service

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Antitrust and affiliations among healthcare providers: the need for a level playing field

Article Abstract:

The price and quality of healthcare is dependent on providers gaining an exemption to antitrust laws similar to that of insurers. The current market is skewed because insurers are able to form powerful alliances that focus on cost reduction rather than care delivery. If providers are granted the same capability, the market would balance between insurers and providers and generate more efficient healthcare reform.

Insurance, Insurance Carriers and Related Activities, INSURANCE CARRIERS, Laws, regulations and rules, Insurance industry

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