title: Value-added service in health care institutions.
abstract: In today's highly competitive atmosphere, the survival of health care institutions depends largely on the ability to provide value-added services (VAS) at the lowest possible cost. Managers must identify their customers and delineate the needs and expectation of those customers. A strategy for satisfying these needs and expectations is essential. While technical advances and reasonable charges are important, a successful "high-tech," "high touch" approach demands the combination of process reengineering and employee training in customer relations.
authors.affiliation: Pennsylvania State University Medical Center, Hershey, USA.
authors.forename: W
authors.initials: W
authors.lastname: Umiker
mesh_terms: D003362:Cost-Benefit Analysis; D003405:Creativity; D017598:Efficiency, Organizational; D005246:Feedback; D006754:Hospital Restructuring; D006801:Humans; D010348:Patient Care Team; D017060:Patient Satisfaction; D010557:Personnel Administration, Hospital / Q000592:standards*; D017064:Process Assessment, Health Care; D011590:Psychology, Industrial; D014481:United States