MEM is highly customer oriented. Current interactions with clients point to 85% satisfaction. The rate of renewal is at almost 90%. Other indicators such as the number of complaints as classified and analyzed show that the HMO responds satisfactorily to the members needs. However, this is a crude measure. Aim of this applied research: Evaluate the customer orientation (Internal or External) status at each department. Method: It is an intervention, prospective study of the customer orientation of the HMO Develop the main criteria of customer orientation. This is achieved through the following: 1. Analyze the work processes using flow charts and design control charts. 2. Set the outcome standard requirement of the customer at each point of the process. 3. Develop a measurement tool to test the standard Examine the level of the outcome criteria at each department using a total and process sensitive questionnaire. Results: Are not yet available. Results of the process analysis and outcomes requirements will be available by the Middle of March 2001. Results of the first level of outcome after the intervention will be complete by the end of June 2001. The monthly control chart will be ready by beginning of April 2001.Discussion and Conclusion: This will include the interpretation and analysis of the results. Draw relationships between the work processes, organization culture, and individual performance. Conclusion will point out the future system and recommendations.
Learning Objectives: 1. List 3 indicators that link customer satisfaction with procedures in the department. 2. List indicators that link proper communication to customer satisfaction 3. Analyze the loopholes in processes that are directly related to customer satisfaction. 4. Identify the progress of actions taken to improve customer satisfaction. 5. Identify levels of quality as it pertains to customer views in the HMO business.
Keywords: Consumer Direction, Managed Care
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: Middle East Medicare (An Egyptian Pivate HMO)
I have a significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.
Relationship: Employed as the organization development consultant and member of the executive committee