Term
| value adding service delivery strategies |
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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 |
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Term
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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 |
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Term
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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 |
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Term
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Definition
| data gathering to assist in decision making concerning the components of marketing (product, price, place, promotion) |
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Term
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Definition
| i.e. health care services, something that can be marketed |
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Term
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Definition
| a deed, a performance, or an effort |
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Term
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Definition
| a selected group that is recognized and selected in the market by a process called segmentation |
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Term
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Definition
| consumers' proactive taking of their rights -- one of the major driving forces in health care |
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Term
| perceptual gaps in service delivery |
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Definition
| the differences that exist in patient expectations for health care service quality that make a customer choose one health care org over another |
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Term
| point-of-service strategy |
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Definition
| a transformational process that incorporates an org's resources - human and nonhuman, competencies, and capabilities: its assets - into value added service delivery |
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Term
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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 |
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Term
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Definition
| includes follow-up (both clinical and marketing), billing, and follow-on activities; "back office strategies" |
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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 |
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Term
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Definition
| further care needed down the road (rehab following surgery, check up 10 days post-visit with infection, etc) |
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