Patient satisfaction in managed care

The purpose of this paper is to examine the use of patient satisfaction in Managed Care Organizations (MCOs). This will be achieved by reviewing the literature on managed care, patient satisfaction and the use of patient satisfaction in Managed Care Organizations. The author will also analyze how Health Alliance Plan (HAP) measures patient satisfaction and uses satisfaction data to improve their service. HAP is a Michigan based health maintenance organization (HMO). Lastly, the paper will give recommendation for improvements based upon the literature review and analysis of HAP