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Chap 8
Chap 8
14
Finance
10/20/2010

Additional Finance Flashcards

 


 

Cards

Term
value adding service delivery strategies
Definition
include pre-service, point-of-service, and after-service strategies; these activities are critical to the success of the organization b/c they are the principal method of creating value
Term
pre-service strategy
Definition
entails the planning and activities that enable the organization to determine its customers and the services that will be offered to them as they enter the system
Term
market research
Definition
any data gathering about the market itself - potential customers, their wants, needs and habits in terms of health care, and the services an org could provide that would satisfy those wants and needs
Term
marketing research
Definition
data gathering to assist in decision making concerning the components of marketing (product, price, place, promotion)
Term
services
Definition
i.e. health care services, something that can be marketed
Term
service
Definition
a deed, a performance, or an effort
Term
target market
Definition
a selected group that is recognized and selected in the market by a process called segmentation
Term
consumerism
Definition
consumers' proactive taking of their rights -- one of the major driving forces in health care
Term
perceptual gaps in service delivery
Definition
the differences that exist in patient expectations for health care service quality that make a customer choose one health care org over another
Term
point-of-service strategy
Definition
a transformational process that incorporates an org's resources - human and nonhuman, competencies, and capabilities: its assets - into value added service delivery
Term
mass customization
Definition
may be the way to capture the customer-friendly benefits of long-term physician-patient relationships and the cost-careful benefits of capitation for survival in today's health care market; can be accomplished b a "series of modular approaches to prevention and care, highly articulated and well supported by info technology"; requires that a sufficient number of people have the same disease or diagnosis
Term
after-service strategy
Definition
includes follow-up (both clinical and marketing), billing, and follow-on activities; "back office strategies"
Term
follow-up
Definition
activities which include calling after surgery or clinic visit to ask if everything is going as expected or whether additional prescriptions/help is needed
Term
follow-on
Definition
further care needed down the road (rehab following surgery, check up 10 days post-visit with infection, etc)