Consumer satisfaction: a key to financial success in the managed care environment.

To be successful a company must have the ability to change and be focused on meeting customer needs. The author proposes that health care providers must expand their attention beyond traditional purchasers of services, employers, and insurers and focus on redesigning consumer satisfaction programs and tools to fit the new market environment. Changing from a fee-for-service system to a managed care system means patients are paying an increasing portion of the costs for coverage and care.