ABSTRACT
The rising trend of Integrated Delivery Systems (IDS), while offering an alternative means of physician-hospital cooperation, requires extensive planning and coordination between the two groups. An IDS’s corporate function is to operate a fully integrated health care delivery service, which includes entering into payor contracts, providing hospital and physician services, and collecting all revenue. The services provided must be of high quality and offered with all essential support services in place. Marketing research is the basis for customer service. Managers at all levels need to observe their employees to attempt to maintain customer satisfaction. This is accomplished by spending as much time in the customer service areas as possible. The lowest common denominator/Fail-Safe thrives on potential and actual mistakes by encouraging employees and even customers to take corrective action at the first sign of a problem.
