1998 NJHA Leadership Conference Experience Speaks, More ...

Young, D.W., Barrett, D. Managing clinical integration in integrated delivery systems: a
framework for action. Hospital & Health Services Administration. 42(2): 255-79, 1997
Summer.
Topic 4: Healthcare Consumer Expectations
Anonymous. Health care report cards: profiles of all major report cards, performance reports,
shopping guides, and consumer satisfaction surveys. 3rd ed. Washington, D.C.:
Atlantic Information Services, c1997. 121 p.: ill [Book].
Anonymous. Eye on patients: excerpts from a report on patients' concerns and experiences
about the health care system. American Hospital Association and the Picker Institute.
Journal of Health Care Finance. 23(4): 2-11, 1997 Summer.
Berwick, D.M. The total customer relationship in health care: broadening the bandwidth. Joint
Commission Journal on Quality Improvement. 23(5): 245-50, 1997 May.
Brown, T.J. Before the service encounter. Referral variables influence patient perceptions of a
specialist's service quality. Marketing Health Services. 17(1): 18-27, 1997 Spring.
Blumenthal, D. The future of quality measurement and management in a transforming health care
system. JAMA. 278(19): 1622-5, 1997 November 19.
Campbell, S. Health care organizations are listening to the newly-found voice of the
consumer. Health Care Strategic Management. 16(3): 14-15, 1998 March.
Topic 4 -Cont.
Cleary, P.D., Edgman-Levitan, S. Health care quality. Incorporating consumer perspectives.
JAMA. 278(19): 1608-12, 1997 November 19.
Hibbard, J.H., Slovic, P., Jewett, J.J. Informing consumer decisions in health care:
implications from decision-making research. [Review] [31 refs] Milbank Quarterly. 75(3):
395-414, 1997.
10