Question

What stakeholders might we see present when making health care decisions? How do we meet all of their expectations?

Provide 3 peer-reviewed sources (links please).

Answer 1

Ans) The major stakeholders in the healthcare system are patients, physicians, employers, insurance companies, pharmaceutical firms and government. Insurance companies sell health coverage plans directly to patients or indirectly through employer or governmental intermediaries.

- Meeting all their expectations:
• Know your customers.

• Gather information about as many of your customers as possible.

• Understand your customers' needs.

• Each customer will have a different perception of what customer service means to them.

• Meet your customers' needs.

• Failing to meet expectations then:

-- investigate the areas of issue
-- train staff in customer service and sales skills
-- rotate staff so they can increase their knowledge of other areas
-- encourage and support teamwork
-- review recruitment and selection procedures.