Consumers' Information Needs: Results of A National Survey

Health Affairs

Volumn 15, Issue 4, 1996, Pages 31-41

  Isaacs, Stephen L ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

ADULT; AGED; ARTICLE; CONSUMER; CONSUMER ADVOCACY; EPIDEMIOLOGY; FEMALE; HEALTH CARE POLICY; HEALTH CARE QUALITY; HEALTH INSURANCE; HEALTH MAINTENANCE ORGANIZATION; HUMAN; INFORMATION SERVICE; MALE; MEDICAID; MEDICAL FEE; MEDICARE; MIDDLE AGED; PHYSICIAN; STANDARD; STATISTICS; UNITED STATES;

ADULT; AGED; CONSUMER ADVOCACY; CONSUMER PARTICIPATION; FEE-FOR-SERVICE PLANS; FEMALE; HEALTH CARE SURVEYS; HEALTH MAINTENANCE ORGANIZATIONS; HEALTH POLICY; HUMANS; INFORMATION SERVICES; INSURANCE, HEALTH; MALE; MANAGED CARE PROGRAMS; MEDICAID; MEDICARE; MIDDLE AGED; PHYSICIANS; QUALITY OF HEALTH CARE; UNITED STATES;

EID: 0008701363     PISSN: 02782715     EISSN: None     Source Type: Journal    
DOI: 10.1377/hlthaff.15.4.31     Document Type: Article

References (19)

1. J. Gabel et al., "Employer-Sponsored Health Insurance in America," Health Affairs (Summer 1989): 116-128.
2. In 1994, the latest year for which data are available, 62 percent of insured employees were enrolled in health maintenance organizations, preferred provider organizations, or point-of-service plans. Michael Newman, research analyst, American Association of Health Plans, personal communication, 1996. Forty-five percent of insured employees were offered a choice of two or more health plans. Sixty-nine percent of employees working for companies with more than 1,000 employees had a choice, compared with 40 percent of those working for companies with fewer than 1,000 employees. Louis Harris and Associates, Navigating the Changing Healthcare System: The Towers Perrin Survey of What Americans Know and Need to Know (New York: Harris, September 1995).
3. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
4. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
5. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
6. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
7. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
8. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
9. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
10. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
11. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
12. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
13. See P. Hanes et al., "Oregon Consumer Scorecard Project: Information Review and Synthesis" (Unpublished report prepared for the Agency for Health Care Policy and Research and the Oregon Consumer Scorecard Consortium Steering Committee, 1995); K. Davis et al., "Choice Matters: Enrollees' Views of Their Health Plans," Health Affairs (Summer 1995): 99-112; H. Rubin et al., "Patients' Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study," Journal of the American Medical Association (18 August 1993): 835-840; H.M. Allen Jr. et al., "The Employee Health Care Value Survey: Round One," Health Affairs (Fall 1994): 25-41; M. Gottlieb, "Picking a Health Plan: A Shot in the Dark," The New York Times, 14 January 1996, Cl; City of New York, Office of Labor Relations, Employee Benefits Program, "1992 New York City Health Benefits Survey" (Mimeo, 1993); U.S. General Accounting Office, Health Care Reform: "Report Cards" Are Useful but Significant Issues Need to Be Addressed, GAO/HEHS-94-219 (Washington: GAO, 1994); N. McCall et al., "Consumer Knowledge of Medicare and Supplemental Health Insurance Benefits," Health Services Research (February 1986): 633-657; and B. Davidson, "Designing Health Insurance Information for the Medicare Beneficiary: A Policy Analysis," Health Services Research (December 1988): 685-719. See also two surveys on consumer satisfaction of Medicare beneficiaries: Department of Health and Human Services, Office of Inspector General, Beneficiary Perspectives of Medicare Risk HMOs, OEI-06-91-00730 (Washington: DHHS, 1995); and Medicare Advocacy Project, Medicare Risk-Contract HMOs in California: A Study of Marketing, Quality, and Due Process Rights (Los Angeles: Medicare Advocacy Project, 1993).
14. Louis Harris and Associates, Navigating the Changing Healthcare System.
15. A comprehensive literature review, some of which is cited in Note 3, revealed no similar published survey. Also, nothing comparable was found in the extensive literature review conducted by the Oregon Consumer Scorecard Consortium for the Agency for Health Care Policy and Research (AHCPR). Hanes et al., "Oregon Consumer Scorecard Project." Telephone interviews with Robert Blendon and Heather Palmer of the Harvard University School of Public Health and with Humphrey Taylor, president of Louis Harris and Associates, confirmed that this is the first survey of its kind.
16. The Harris sample makes use of random-digit selection procedures to assure sample representation of persons in households with telephone numbers listed in telephone directories, as well as persons in households with telephone numbers that are unlisted. Samples that are restricted to directory-listed numbers only may contain serious sample biases because of the exclusion of the various types of unlisted households. In total, 675 interviews were conducted with a national cross-section of adults age twenty-one and older, and an additional 406 interviews took place with adults age twenty-one and older working at companies with 1,000 or more employees.
17. AHCPR recently launched a $10 million initiative entitled the Consumer Assessments of Health Plans Study, designed to test ways of measuring consumers' satisfaction with their health plans and to communicate the results to consumers. It is also collaborating with the Health Care Financing Administration (HCFA) on a program designed to provide information on selecting high-quality health plans and services to Medicare beneficiaries in managed care plans. Bureau of National Affairs, "Health Care: Agency Unveils Database to Assess Quality of Health Care Services," Daily Report for Executives (4 April 1996): A65. See also "Patient Is King: Studies Define Customers' Satisfaction and the Means to Improve It," Modern Healthcare (29 April 1996): 107; and T. Lieberman, "How Good Is Your Health Plan?" Consumer Reports (August 1996): 34.
18. AHCPR recently launched a $10 million initiative entitled the Consumer Assessments of Health Plans Study, designed to test ways of measuring consumers' satisfaction with their health plans and to communicate the results to consumers. It is also collaborating with the Health Care Financing Administration (HCFA) on a program designed to provide information on selecting high-quality health plans and services to Medicare beneficiaries in managed care plans. Bureau of National Affairs, "Health Care: Agency Unveils Database to Assess Quality of Health Care Services," Daily Report for Executives (4 April 1996): A65. See also "Patient Is King: Studies Define Customers' Satisfaction and the Means to Improve It," Modern Healthcare (29 April 1996): 107; and T. Lieberman, "How Good Is Your Health Plan?" Consumer Reports (August 1996): 34.
19. AHCPR recently launched a $10 million initiative entitled the Consumer Assessments of Health Plans Study, designed to test ways of measuring consumers' satisfaction with their health plans and to communicate the results to consumers. It is also collaborating with the Health Care Financing Administration (HCFA) on a program designed to provide information on selecting high-quality health plans and services to Medicare beneficiaries in managed care plans. Bureau of National Affairs, "Health Care: Agency Unveils Database to Assess Quality of Health Care Services," Daily Report for Executives (4 April 1996): A65. See also "Patient Is King: Studies Define Customers' Satisfaction and the Means to Improve It," Modern Healthcare (29 April 1996): 107; and T. Lieberman, "How Good Is Your Health Plan?" Consumer Reports (August 1996): 34.