PEJ - May/June 2012

Unfortunately, good patient care (as defined by providers) is not sufficient to maintain loyalty. Perhaps it’s time to learn customer loyalty programming from other industries.

Daniel K. Zismer, PhD, is associate professor at the University of Minnesota School of Public Health, director of its Executive Studies Program, and managing principal of Essentia Health Consulting. zisme006@umn.edu

Acknowledgement: The author thanks the leadership team of NOVU for its contributions to this manuscript. NOVU is a Minneapolis-based firm specializing in applications of digitized, brand loyalty strategies to health care.

References

1. H.R. 3590 – Patient Protection and Affordable Care Act (passed into law 2010)

2. Christianson J., Zismer, DK, White KM, Zeglin J. “Exploring Alternative Approaches to Valuing Physician Services,” A report by staff from the University of Minnesota Division of Health Policy and management for the Medicare Payment Advisory Commission (MedPac) June 2011, No. 11-1.

3. Zismer DK. The Psychology of Structure in Integrated Health Systems. PEJ,

37( 3): 36-43, May-June 2011.

4. Rosser W W, Colwill JM, Kasperski J, Wilson L. “Patient-Centered Medical Homes in Ontario.” The Ne w England Journal of Medicine, 362( 3):e7, Jan. 21, 2010.

5. Carrier El, Gourevitch MN, Shah NR. “Medical Homes, Challenges in Translating Theory into Practice”, Medical Care, 47( 7):714-22, July 2009.

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