Lead articles by Quint Studer and Julie Morath, R.N.

Softbound, 46 pp, Summer 2003,
ISSN 0748-8157
Order code: WWW1-J475,
Price: $29.00

The Internet, the nightly news, and drug advertisements all have contributed to the increased knowledge that patients now bring to the doctor's office. How do you accommodate the demands of patients, and how far do you go?

This issue of Frontiers of Health Services Management showcases successful approaches to ensuring patient satisfaction and highlights some pitfalls of a consumer-driven healthcare system. The first article, by Quint Studer, an expert in cultures of excellence and founder of the Studer Group, tells you how to increase patient satisfaction by enhancing the work experience of staff. The second article, by hospital executive Julie Morath, suggests that our complex healthcare system can and should be radically changed to include the patient as partner in care. In the commentaries that follow, acknowledged leaders in healthcare law, policy, and management discuss the pros and cons of a consumer-driven healthcare system in the United States. The innovative yet sensible principles and thoughtful cautions shared will guide you as you navigate the increasingly consumer-influenced healthcare marketplace.