title: Patient satisfaction under managed care: what every financial manager should know.
abstract: As the delivery of health care services transitions increasingly to a managed care environment, individual patients will begin to exert influence on the provider panel selection process. Accordingly, it will become more and more important to meet or exceed patient expectations. This article focuses upon patient satisfaction: what drives it and how it can be measured, tracked, and monitored. It also discusses the role the financial manager can play in becoming a champion of patient satisfaction.
authors.affiliation: Ombudsman Department, Cleveland Clinic Foundation, OH, USA.
authors.forename: V R
authors.initials: VR
authors.lastname: Rosselli
authors.forename: C A
authors.initials: CA
authors.lastname: Santalucia
authors.forename: A B
authors.initials: AB
authors.lastname: Woodward
authors.forename: R W
authors.initials: RW
authors.lastname: Luecke
mesh_terms: D003362:Cost-Benefit Analysis / Q000639:trends; D005376:Financial Management; D005544:Forecasting; D006801:Humans; D008329:Managed Care Programs / Q000191:economics / Q000592:standards*; D017060:Patient Satisfaction; D011340:Problem Solving; D011785:Quality Assurance, Health Care / Q000191:economics*; D014481:United States