Award Date

3-2001

Degree Type

Professional Paper

Degree Name

Master of Public Administration (MPA)

Department

Public Administration

First Committee Member

Charles B. Moseley, Chair

Second Committee Member

Karen Layne

Third Committee Member

Anna Lukemeyer

Fourth Committee Member

Thomas Reilly

Number of Pages

67

Abstract

The purpose of this paper is to examine the use of patient satisfaction in Managed Care Organizations (MCOs). This will be achieved by reviewing the literature on managed care, patient satisfaction and the use of patient satisfaction in Managed Care Organizations. The author will also analyze how Health Alliance Plan (HAP) measures patient satisfaction and uses satisfaction data to improve their service. HAP is a Michigan based health maintenance organization (HMO). Lastly, the paper will give recommendation for improvements based upon the literature review and analysis of HAP.

Keywords

Consumer satisfaction; Customer services; Managed care plans (Medical care); Patient satisfaction

Disciplines

Health Policy | Policy History, Theory, and Methods | Public Affairs, Public Policy and Public Administration

Language

English


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