title: Building a consumer-directed service culture.
abstract: Consumers are expected to play a larger role in health care, a trend that will require employers, insurers, the government and providers to radically change assumptions and processes. Organizations that value consumer input, promote quality and choice, educate the public and provide services that people want at prices they are willing to pay may be said to have a consumer-directed service culture. What are the three building blocks to creating a consumer-directed service culture? How will technology and other breakthroughs continue to change and enrich that culture? And what is your role?
authors.forename: Dagmara
authors.initials: D
authors.lastname: Scalise
mesh_terms: D003258:Consumer Behavior; D006264:Health Benefit Plans, Employee; D006739:Hospital Administration / Q000592:standards*; D015285:Hospital-Patient Relations; D006801:Humans; D007255:Information Services; D015279:Organizational Culture; D010817:Physician-Patient Relations; D011216:Practice Management, Medical / Q000592:standards*; D018511:Systems Integration; D014481:United States