Beyond utilization control: managing care with customers.
Allina Health System embarked on a rigorous process to better understand the customer's perception of care and service. The milestone for quality is the participation of the patient, member, and family in the health care system to determine care and service quality. The challenge for those in health care is to understand and manage the complex cultural changes this inclusion implies.
Morath
J
J
Allina Health System, Minnetonka, MN, USA.
D003258:Consumer Behavior; D019033:Delivery of Health Care, Integrated / Q000458:organization & administration / Q000592:standards*; D005246:Feedback; D017144:Focus Groups; D019538:Health Care Surveys; D006301:Health Services Needs and Demand; D008329:Managed Care Programs / Q000458:organization & administration / Q000592:standards*; D010358:Patient Participation; D010934:Planning Techniques; D017749:Total Quality Management / Q000458:organization & administration*; D014481:United States