Health Care Consumer Report Cards

Much attention has recently been focused on the health care industry's ability to demonstrate the quality of the services they provide. Health care provider organizations have begun to face growing demands for performance information from all sides, both within the industry (accrediting and regulating bodies) as well as from consumers. At present the health care industry defines quality in three basic dimensions: (1) clinical quality, (2) service quality, and (3) customer satisfaction. Information is available to the public regarding performance due to partnerships of accrediting bodies and health care purchasers. This article explores what patients and families really want to know about their providers and health care facilities.