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Kundenorientierung in der Pflege by Riese, Daniela

Kundenorientierung in der Pflege

by Daniela Riese
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Book cover type: Paperback
  • ISBN13: 9783838671178
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Diplom.de
  • Publisher Imprint: Diplom.de
  • Publication Date:
  • Pages: 92
  • Original Price: USD 93.9
  • Language: German
  • Edition: N/A
  • Item Weight: 132 grams
  • BISAC Subject(s): General

Inhaltsangabe: Zusammenfassung: Vor dem Hintergrund zunehmender Wettbewerbstendenzen im Gesundheitswesen wird das Thema Kundenorientierung in der Pflege immer wieder sehr kontrovers diskutiert. In dieser Arbeit wird zunächst die Bedeutung der Kundenorientierung in der Betriebswirtschaft dargestellt. Darauf aufbauend erfolgt eine Beurteilung der Möglichkeiten und Grenzen der Kundenorientierung sowie ihrer Instrumente und Konzepte in der Pflege aus gesundheitsökonomischer und pflegewissenschaftlicher Sicht. Dabei wird kritisch hinterfragt, inwieweit Patienten bzw. Pflegebedürftige willens und fähig sind, die Rolle des mündigen Kunden einzunehmen, und welche Bedeutung eine solche Sichtweise für die Professionalisierung der Pflege hat. Inhaltsverzeichnis: Inhaltsverzeichnis: 1.Einleitung4 2.Der Begriff Kundenorientierung5 2.1Definition des Kundenbegriffs5 2.2Definition der Kundenorientierung6 2.3Kundenorientierung - (k)eine Selbstverständlichkeit?7 3.Rahmenbedingungen der Kundenorientierung im Gesundheitswesen10 3.1Gesellschaftliche Bedingungen11 3.2Politische Einflüsse12 3.3Etablierung des Qualitätsmanagements in der Pflege13 3.4Ökonomische Bedingungen15 3.5Organisationale Einflüsse17 4.Pflege als Gesundheitsgut17 4.1Pflege als Dienstleistung17 4.1.1Definition des Dienstleistungsbegriffs18 4.1.2Merkmale von Dienstleistungen19 4.2Besonderheiten von Gesundheitsdienstleistungen20 5.Markt und Wettbewerb in der Pflege22 5.1Der Gesundheitsmarkt als Mehr-Aggregate-Ökonomie22 5.2Wettbewerb auf dem Gesundheitsmarkt25 5.3Kostentransparenz und Selbstbeteiligung zur Förderung des Wettbewerbs29 5.4Rationalitätenfallen im Gesundheitsmarkt31 6.Kunden der Pflege33 6.1Kundensegmentierung33 6.2Der Patient als Kunde35 6.2.1Patientenkompetenz35 6.2.2Konsumentensouveränität und Mündigkeit36 6.2.3Der Patient zwischen Ethik und Ökonomie39 6.2.4Verknüpfung und Neudefinition der Begriffe Patient und Kunde40 7.Die Analyse von Kundenerwartungen und Kundenzufrieden

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