Summary: Until patient satisfaction ratings can be evidenced to be linked to outcomes, they should not factor into a provider's quality ratings, says Mark Xistris, director of provider relations and health information for The Alliance, an employer-owned and directed not-for-profit cooperative that helps companies manage the total cost of ensuring the health and well-being of their workforce. His organization, recently named a community leader by the U.S. Department of Health and Human Services, believes that providers and payors have legitimate concerns about releasing cost information to consumers, who may misinterpret the data without proper guidelines. Gary Austin, a healthcare industry consultant on corporate/product strategy and program management, Linda Davis, a consultant to the Buyers Health Care Action Group (BHCAG) in Minnesota,Sue Lewis, senior vice president of health and productivity solutions at IncentOne, and Xistris, examined how their respective organizations are using these four strategies to stay competitive in the fast-growing consumer-driven movement during a May 30, 2007 audio conference, Value-Driven Healthcare in Action: A Four-Pronged Approach to Meet Consumer Transparency, Quality and Access Demands.
