Master of Public Administration (MPA)
First Committee Member
Charles B. Moseley, Chair
Second Committee Member
Third Committee Member
Fourth Committee Member
Number of Pages
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.
Consumer satisfaction; Customer services; Managed care plans (Medical care); Patient satisfaction
Health Policy | Policy History, Theory, and Methods | Public Affairs, Public Policy and Public Administration
Finley, Veronda M., "Patient satisfaction in managed care" (2001). UNLV Theses, Dissertations, Professional Papers, and Capstones. 734.