Customer complaints: a managed care firm's best weapon in CQI.
Encouraging customer feedback and developing an automated customer complaint system are two essential steps a health plan must take if it wishes to develop a balanced relationship with the customer. The author explores how the right attitude and appropriate action can ensure that both customers and the company reap the benefits of a comprehensive customer complaint system.
Polonski
G J
GJ
Harvard Community Health Plan, Brookline, MA 02146.
D001900:Boston; D003625:Data Collection; D005246:Feedback; D006801:Humans; D008329:Managed Care Programs / Q000458:organization & administration / Q000592:standards*; D008331:Management Information Systems; D008332:Management Quality Circles; D017060:Patient Satisfaction / Q000706:statistics & numerical data; D017749:Total Quality Management