Managing Health Care for Medicaid Recipients with Disabilities: Final Report on the Kaiser Permanente Colorado Coordinated Care Pilot Program

2013 ◽  
Author(s):  
Charles Michalopoulos ◽  
Michelle Manno ◽  
Anne Warren ◽  
Jennifer Somers
Keyword(s):  
Health Care ◽  
Final Report ◽  
Pilot Program ◽  
Coordinated Care ◽  
Kaiser Permanente

Final Report on an Evaluation of Six Pilot Coordinated Care Projects for High-Needs Medicaid Recipients

2014 ◽  
Author(s):  
Charles Michalopoulos ◽  
Michelle Manno ◽  
Tod Mijanovich ◽  
Susanna Ginsburg ◽  
Jennifer Somers
Keyword(s):  
Final Report ◽  
Coordinated Care

Role of internal service quality in enhancing patient centricity and internal customer satisfaction

2019 ◽  
Vol 13 (1) ◽  
pp. 2-20 ◽  
Author(s):  
Gyan Prakash ◽  
Shefali Srivastava
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Coordinated Care ◽  
Health Care Environment ◽  
Care Environment ◽  
Content Type ◽  
Patient Centred Care ◽  
Internal Customer ◽  
Organisational Support

Purpose The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the heterogeneous health-care environment, coordinated care, perceived organisational support (POS), ISQ, internal customer satisfaction and patient-centred care were explored. Design/methodology/approach Based on a review of the literature, a structural model was developed. A 37-item questionnaire was circulated among service providers in the health-care system, including doctors, nurses and system staff, all over India. The random sampling method was adopted to collect data. A total of 238 valid responses were received. The data were analysed using structural equation modelling. Findings The results show that the heterogeneous environment, coordinated care and POS act as antecedents of ISQ, which drives internal customer satisfaction and patient centricity in health care. Research limitations/implications The paper contributes to the health-care literature by identifying the antecedents and consequences of ISQ and developing a structural relationship among ISQ, the heterogeneous health-care environment, coordinated care, POS, internal customer satisfaction and patient-centred care. Practical implications Hospital administrators may use various constructs of POS, ISQ and coordinated care to measure process and employee performance, which may aid the design of appropriate processes and improve employee selection. The constructs of patient centricity and internal customer satisfaction may be used as benchmarking tools to facilitate the formulation of immediate corrective actions and policies for future courses of action. Social implications This paper highlights how patient centricity may be achieved by focussing on ISQ, coordinated care processes and a facilitative internal environment. This understanding may aid the design of processes that in turn deliver health as a social good in an effective manner. Originality/value This paper extends past research on ISQ by showing that ISQ affects internal customer satisfaction and, in turn, the quality of service delivery in the system. In the health-care context, heterogeneity in patient needs, coordinated care and organisational support play crucial roles in determining ISQ, which in turn influences the level of patient-centred care.

If You Build It, Will They Come? The Kaiser Permanente Model Of Online Health Care

2009 ◽  
Vol 28 (2) ◽  
pp. 334-344 ◽  
Author(s):  
Anna-Lisa Silvestre ◽  
Valerie M. Sue ◽  
Jill Y. Allen
Keyword(s):  
Health Care ◽  
Kaiser Permanente
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