Rod Corn, ACI/ Bolands Director of Healthcare Initiatives, has written an editorial on the changing roles in the new healthcare era. Follow the link below to read the full article published in the Fall 2012 issues of KAHCE "Kansas Association of Health Care Executives"Leadership Editorial
Rod Corn, FACHE
Everybody in healthcare is trying to figure what their role is going to be in the new healthcare era that is still defining what it will be and look like. One component that would appear to be abundantly clear is the increased importance on customer relations. It's not news that consumers are assuming greater control over their own health. But what may be novel to healthcare systems is their need to take the service principles from consumer-focused organizations; managing customers' expectations and applying them to their operations in a different delivery model than in the past.