Poll: Consumers Are No Longer Sleeping Giants


Patients and health care executives agree on one thing: Consumers have found their voices in health care — and are forcing changes as a result. So says consulting group KPMG Peat Marwick, which surveyed 1,800 families and 300 health care executives.

According to the study, 72 percent of Americans believe the health care industry is changing to reflect their demands. One in three health care executives — including those in hospitals, health plans, pharmaceutical manufacturers and physician practice management companies — thinks consumers are more likely to complain than they used to be, while almost 73 percent of executives say they have "advanced consumer satisfaction" mechanisms, such as linking compensation to survey results and measuring satisfaction at the point of sale, in place.

And if you think you can snow the people, think again. The study indicates consumers and purchasers are more savvy than ever — and will use that knowledge to make smarter purchasing decisions. Perhaps sensing this, nearly 80 percent of executives surveyed say their companies offer community education services, which range from off-site events to in-house hot lines.

Career Opportunities

HAP, a subsidiary of Henry Ford Health System, is a nonprofit health plan providing coverage to individuals, companies and organizations. This executive develops strategies to meet membership and revenue targets through products, pricing, market segmentation and advertising.  Aligns business among Business Development, Commercial Sales, Medicare and Public Sector Programs and Product Development. Seeks to enhance and be responsible for business development and expansion through the development of an effective product portfolio, strong interpersonal relationships and service excellence.

Apply via email to jfedder1@hfhs.org or online at http://p.rfer.us/HENRYFORDlXqAJA

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