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Drug abuse and addiction continues to negatively impact many lives in this country. The United States health care system has grappled with how to best serve this vulnerable population. Since the personal and societal costs of addiction are high, all recent iterations of the United States strategic health plans (such as Healthy People 2010) have prioritized this area for improvement. At the local level, health care providers who care for those with addictions are challenged with shrinking insurance coverage for services, a difficult patient population, lack of treatment options, growing ranks of indigent patients, as well as a plethora of additional management challenges. It is known that successful treatment is integrally linked with patient satisfaction with services. The most critical factors in successful addiction treatment (from a patient's perspective) are (1) their belief that the counselor cares about them and, (2) their belief that they can recover. This paper reports a case study in the use of a patient satisfaction survey as a quality management/service refinement tool within a methadone treatment setting. Results indicate that the use of the survey itself provides patients with a tangible cue supporting the presence of the critical success factors. Further, the use of a survey provides a baseline for future measurements and trending. The paper concludes with a discussion of the marketing and organizational implications of incorporating the patient satisfaction survey into the ongoing delivery program for addiction services. [ABSTRACT FROM AUTHOR]

This paper sought to describe from a set of demographic and lifestyle characteristics, the person who is significantly and positively impacted by preventive health care (PHC) information. Based on past research, six two-part hypotheses (PHC information and lifestyle) were developed, with a total examination of 12 possible relationships. Five of the six hypotheses were at least partially accepted, as were eight out of the 12 possible relationships. In addition, there was at least one significant relationship with a demographic variable in 12 of the 13 lifestyle change variables. It can be said with confidence that persons who are seeking and are positively impacted by PHC information are better educated, have higher incomes, are female, usually older, and married. The most important lifestyle changes emanating from PHC information are “changes in eating habits,” “having periodic physician checkups,” “utilizing nutritional labeling,” and “joining a health club or wellness center.” “Changes in social life,” “sleeping habits,” “getting regular exercise,” and “attendance at health fairs and seminars” were also associated with the utilization of PHC information, but to a lesser extent. [ABSTRACT FROM AUTHOR]

Hospitals are a significant part of the burgeoning healthcare sector in the United States (U.S.) economy. Despite the availability of what some describe us the world's best healthcare, the U.S. suffers from wide discrepancies in healthcare provision across hospitals and regions of the country. Specifically, capacity, utilization, quality, and even financial performance of hospitals vary widely. Based on secondary data from 533 hospitals in the adjoining states of Indiana, Kentucky, and Ohio, this study develops several comparative metrics that enable benchmarking, which, in turn, leads to several inferences and implications for hospital administrators. The paper concludes with implications for hospital administrators and suggestions for future research. [ABSTRACT FROM AUTHOR]

Our study describes the potential use of social media by hospitals in general and focuses on its actual use by Lebanese and American hospitals. We carried out an investigation concerning both countries' hospitals in order to determine each their level of involvement, and its public's level of engagement. This study also compares the way people react on each post, depending on the social network platform, the nature of each post, and the category of topics discussed. The results of this investigation unveiled a great disparity between these two countries concerning the frequency and the number of posts. [ABSTRACT FROM AUTHOR]

Health insurance companies have an interest in understanding what factors may lead to positive word-of-mouth (WOM) from consumers. This research identifies factors that influence positive WOM about health insurance firms. Using data collected from 425 insurance policy holders, we find influential factors vary depending on the purchase source. Significant factors identified in the study that influence positive word-of-mouth include service quality, plan satisfaction, and plan type (individual vs. family). Further, claim count, preferred information source, and deductible levels also affect the spread of positive WOM differently among purchase sources. The study concludes with a discussion of implications and future research. [ABSTRACT FROM AUTHOR]

This article will present the results of over 150 focus groups conducted to identify the underlying drivers of customer satisfaction in a variety of health care settings. These focus groups demonstrate that the vast majority of patients first seek to have their negative emotional state addressed and then to receive medical care. The hypothesis presented is that patients' satisfaction is based more on short-term consequences than long-term consequences (effects of treatment) because the short-term consequences involve reducing patients' negative emotions that they bring to the treatment situation. Supporting one of the key points from the literature, if initial satisfaction is low, patient compliance suffers, then treatment efficacy is reduced. Therefore, short-term satisfaction mediates long-term satisfaction. [ABSTRACT FROM AUTHOR]

Focuses on the use of open access scheduling for patients in health care delivery in the U.S. Process of scheduling a visit with the primary care physician; Scheduling problem of patients; Benefits of scheduling management.

Examines the theories and concepts of regulations and their effects on the health care industry in the United States. Application of regulations in the hospital industry; Influence of governmental regulations on the hospitals' quality of care; Evidence on the relationship between cost and quality of care.

Examines the marketing strategies of managed care companies and their level of usefulness in sustaining customers and market share in the United States. Evolution of the managed care industry; Use of report cards to assess purchaser and enrollee satisfactions; List of recommended alternative marketing strategies for managed care companies.

Focuses on the management of healthcare fraud in the United States. Home-health industry as the most unregulated part of the health industry; Methods of medicare/medicaid fraud; Worker's compensation fraud; Recommendations for combating fraud.

Describes the strategies and processes used by a large healthcare manufacturing organization in the United States to obtain an International Organization of Standardization (ISO) 9001 certification. Importance of ISO in global competition; Steps in preparation for ISO certification; Benefits from preparation stage to actual receipt of ISO certificate.

Presents a review of literature on customer service and quality in health care industry in the United States. Criticizing of U.S. health care system; Quality management in health care industry; How study was carried out; Examining results of study; Conclusions and recommendations from study.

Studies whether physicians with low costs are more likely to sign contracts with Health Maintenance Organizations (HMOs) and Preferred Provider Organizations (PPOs). Explanation of lower expenditures and utilization rates by HMO and PPO enrollees; Application of logistic regression; Factors that affect a physician's decision of contracting with managed care systems.