Value-added service in health care institutions |
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Authors: | Umiker W |
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Institution: | Pennsylvania State University Medical Center, Hershey, USA. |
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Abstract: | In today's highly competitive atmosphere, the survival of health care institutions depends largely on the ability to provide value-added services (VAS) at the lowest possible cost. Managers must identify their customers and delineate the needs and expectation of those customers. A strategy for satisfying these needs and expectations is essential. While technical advances and reasonable charges are important, a successful "high-tech," "high touch" approach demands the combination of process reengineering and employee training in customer relations. |
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