Retention Recipe

Spiegelman, Paul
June 2007
Marketing Health Services;Summer2007, Vol. 27 Issue 2, p40
Academic Journal
The article looks at how healthcare organizations can retain their customers. According to the article, healthcare providers need to provide healthcare consumers with adequate information, have a high level of relationship marketing, and have strong customer service. The article discusses the quality of medical care, the cost of medical care, the importance of customer service, and ways to improve pre-appointment processes, appointment scheduling, and follow-up phone calls after patients have been discharged from the hospital.


Related Articles

  • Practical Principles in Appointment Scheduling. Kuiper, Alex; Mandjes, Michel // Quality & Reliability Engineering International;Nov2015, Vol. 31 Issue 7, p1127 

    Appointment schedules aim at achieving a proper balance between the conflicting interests of the service provider and her clients: a primary objective of the service provider is to fully utilize her available time, whereas clients want to avoid excessive waiting times. Setting up schedules that...

  • It's too hard being your patient Doc! Meredith, Brian H. // NZ Business;Aug2009, Vol. 23 Issue 7, p63 

    A personal narrative is presented which explores the author's experience of the difficulty of getting a doctor's appointment.

  • How patients miss their slot.  // Pulse;9/10/2008, Vol. 68 Issue 30, p7 

    The article lists the factors that make patients miss their slot on medical services in Great Britain including when a patient does not book a date, time and hospital at the general practice (SP) surgery, when a patient is told 20% of the time that there is no slot available and hospitals within...

  • Rebooking. Bates, Jane // Nursing Standard;8/25/2010, Vol. 24 Issue 51, p27 

    In the article the author reflects on how the "choose and book" scheme, a system for scheduling hospital appointments, will impact patients and physicians.

  • Reaching One Peripheral Intravenous Catheter (PIVC) Per Patient Visit With Lean Multimodal Strategy: the PIV5Rightsâ„¢ Bundle. Steere, Lee; Ficara, Cheryl; Davis, Michael; Moureau, Nancy // Journal of the Association for Vascular Access;2019, Vol. 24 Issue 3, p31 

    Background: Peripheral intravenous catheter (PIVC) sales per year exceed that of the number of people in the United States (US), 350 million. With only 37 million US hospital patient admissions per year, these data indicate an average usage of 10 PIVCs per patient admission, suggesting a very...

  • HEALTH CARE MARKETING ABSTRACTS. Malhotra, Naresh K. // Journal of Health Care Marketing;Sep86, Vol. 6 Issue 3, p81 

    The article presents abstracts of articles on health care, which have been published in various journals. Pricing Nursing Services, by Karen Sandrick, carefully scrutinizes nursing. Nursing is in jeopardy because of its supposedly high costs. These high costs, however, are due to the fact that...

  • Quality's Moving Target. LARKIN, HOWARD // Trustee;Sep2010, Vol. 63 Issue 8, p26 

    The article discusses how the incorporation of additional measures on clinical processes such as patient outcomes, safety and financial performance raised the performance bar in Medicare's pay-for-performance initiatives. It indicates that the new Medicare and Medicaid programs will tie payments...

  • Effects of Budgeting on Health Care Services in Dutch Hospitals. Casparie, Anton F.; Hoogendoorn, Dick // American Journal of Public Health;Nov91, Vol. 81 Issue 11, p1442 

    Background. In 1983 hospital budgeting was introduced in the Netherlands. We studied the effect of the enactment of budgeting on the efficiency and effectiveness of health care. Methods. In four different age groups, the admission rate, length of stay, type and number of surgical inpatient...

  • Beyond the Call. Seltman, Kent // Marketing Health Services;Winter2005, Vol. 25 Issue 4, p44 

    The article presents the author's reflections on appointment-making practices within medical centers and its need for reform and higher quality standards. Statistics are offered citing high appointment failures within health care centers despite the desire to increase service demand. Several...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics