UNIT 3 (1) KINDLY PLEASE THE SCHOOL WANTS US TO USE SCHOLARLY SKILLS AND SHOULD BE ACCOMPANIED BY SCHOLARLY REFERENCES FORM AIU APA GUIDE STYLE FORMAT. (KINDLY NO WIKEPEDIA, AND YAHOO ANSWER AND ANY...

Running Head: HEALTHCARE        1
HEALTHCARE        2
HEALTHCARE UNIT 3: DISCUSSION BOARD & INDIVIDUAL PROJECT 2
Table of Contents
Discussion Post    3
Individual Project    4
Introduction    4
Relationship between Customer Satisfaction and Higher Levels of Profits    4
Inconsistency between Customer Satisfaction Scores and Profitability    4
Price vs. Quality of Services and Impact of Insurance or Managed Care Contracts on a Hospital's Market Share    5
Ethical Issues while Using High Patient Satisfaction Score while Negotiating for New Contracts    6
Use of Qualitative and Quantitative Data in Improving Hospital Market Share    6
Conclusion    7
References    9
Discussion Post
Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys need to be considered as an essential tool, which allows patients to evaluate and report the experiences with healthcare organizations. It would be essential to understand that these surveys allow healthcare organizations to focus upon the aspects of quality as well as safety as reported by the customers.
One the major aspects to consider here would be the focus of CAHPS that is, data is collected only through consumer feedbacks and no other means of information such as, medical records from physicians are used for data collection. In other words, people that received care from the healthcare organizations are the only source of data collection.
However, biasness and data manipulation strategies used by healthcare organization, in order to reflect high quality service, is a major threat to measuring healthcare quality. Non-availability of negative statements in the survey is one of the major sources of bias because if patients do not have an option to reflect disagreement, survey would always present positive response. Accordingly, higher positive response in such cases would not be due to patient’s satisfaction with the service.
Likewise, inflated patient satisfaction reports have the potential to distort decisions regarding resource collection and efforts. As evident from the report presented by Bauer, Henderson and Lynch (2018), measurement of patient satisfaction through these surveys are highly sensitive to the way, in which questions might be framed. Further, patients have been reported to reflect agreement to the presented statement irrespective of the original content.
Individual Project
Introduction
Customer satisfaction has always been correlated with increased profits in any industry and healthcare is no exception. This is majorly because satisfied customers visit repeatedly and they turn into loyal customers; thus bringing sustainability to the business. However, it would be essential to understand that there could exist inconsistency between customer satisfaction scores and organization’s profitability and rationale behind this would be discussed below. Further, the efforts would be made to present the impact of insurance on the hospital’s market share along with the ethical issues while negotiating for new contracts. This report would conclude with the use of qualitative and quantitative data for improving hospital market share.
Relationship between Customer Satisfaction and Higher Levels of Profits
    Sustainable business runs on consumer loyalty as well as retention and customer satisfaction is a major determinant for both of the prior presented aspects. He (2017) mentioned that organisations strive to develop long-term relationships with their customers because they are considered more profitable than others are. Further, customer satisfaction fosters consumer retention, which further adds value to the business. In other words, customer satisfaction is directly linked with consumer loyalty and increased organisational profits.
Inconsistency between Customer Satisfaction Scores and Profitability
Patient...