Grading health care : the science and art of developing consumer scorecards / Pamela P. Hanes, Merwyn R. Greenlick, editors ; foreword by Edward B. Perrin.

Format:

Book

Contributor:

Hanes, Pamela.

Greenlick, Merwyn R.

Language:

English

Subjects (All):

Medical care--United States--Quality control.

Medical care.

United States.

Quality control.

Managed care plans (Medical care)--United States.

Managed care plans (Medical care).

Consumer education--United States.

Consumer education.

Physical Description:

xxxi, 166 pages : illustrations ; 24 cm

Edition:

First edition.

Place of Publication:

San Francisco : Jossey-Bass Publishers, [1998]

Summary:

A reliable "scorecard" -- used by patients, corporate purchasers, and health care executives -- for grading health care quality.

In today's competitive marketplace, health care providers, corporate purchasers, and health care executives are focusing their attention on quality, value, and accountability. At the same time, employers and state Medicaid programs are demanding providers and insurers to produce report cards on their services.

In Grading Health Care, health care practitioners, administrators, and policymakers will find the pertinent information they need to create a scientific method of measuring customer satisfaction -- consumer score cards. Written by pioneers in the field, this important new resource is based on Oregon's successful efforts to develop the first score card program to guide consumer selection of HMO's.

Contents:

1. Reporting Quality in a Market-Driven Health Care System / Daniel M. Harris, Pamela P. Hanes 1

2. Oregon Consortium: A Model in Scorecard Development / Pamela P. Hanes 23

3. Consumer Preferences: Issues of Perception and Measurement / Pamela P. Hanes, Holly B. Jimison 35

4. Consumers Want Choice and Voice / Michael J. Garland, Barry F. Anderson, H. Diana Jones 49

5. Tailoring Choice Information to Special Populations / Pamela P. Hanes 69

6. Eliciting, Measuring, and Reporting Consumer Satisfaction / Christine Edlund 77

7. Measuring Health Care Quality: The Process and Outcomes of Care / Bruce W. Goldberg 101

8. The Alchemy of Accountability: Science and Art of Consumer Scorecards / Pamela P. Hanes, Merwyn R. Greenlick 119

Appendix A A Consumer Guide to Selecting a Health Plan 1011 Appendix B A Request for Descriptive Navigational Information 1.

Notes:

Includes bibliographical references and indexes.

ISBN:

0787940275

OCLC:

38281645