Bernard J. Healey, PhD, is the director of the graduate program in health care administration at Kings College, Wilkes-Barre, Pennsylvania. Formerly, he was epidemiology manager in the Pennsylvania Department of Health and a consultant to Blue Cross of North- eastern Pennsylvania.Marc C. Marchese, PhD, is professor of human resources management in the William G. McGowan School of Business at Kings College. Formerly, he was an instructor in the department of psychology at the University at Buffalo, The State University of New York.

• Tables and Figures xiIntroduction xviiThe Authors xxiThe Contributors xxiiiPART ONEIntroduction to Health Care ManagementChapter 1 Critical Issues for the Future of Health Care in the United States 3Health Care Reform Legislation 11Errors in Health Care 12Changing the Health Care System 13Emphasis on Effi ciency in Health Care Delivery 19Building a New Process for Health Care Delivery 21Productivity and Prioritization in Health Care 28Chapter 2 Health Care Management 33Management Theory 35Management Innovation 44Managerial Skills 46Management Functions 47Self-Managed Work Teams 50Health Services Management 53Management of Technology 58PART TWOManaging the External EnvironmentChapter 3 Strategy and Structure: Choosing thePath to Success 67Strategic Management and Structure 68The Strategic Management Process 72Organizational Design and Structure 86Physician Organizations: A Closer Look 98Technology and Structure 100PA R T T H R E EManaging Human Performance in OrganizationsChapter 4 Leadership as Plural 105Leadership Basics 108Leadership Theory 112Employee Participation 119Creating a Vision of Health Care Delivery 120Empowerment and Responsibility 122Improving Health Outcomes 123Leadership and Culture 125Adding Value in Health Care Delivery 131Chapter 5 Change, Motivation, and Innovation: Creating a Culture of Excellence 135The Change Process in Health Care Delivery 138The Secret of Motivating Health Care Employees 142The Need for Innovation in Health Care 148The Effects of Culture Development on Motivation, Innovation, and the Facilitation of Change 154Chapter 6 Communication: Can You Hear Me Now? 161Communication Methods and Skills 165How to Build Trust in Relationships 172Communicating to Build a Thick Culture 176Communicating to Motivate 178Communication Problems and Medical Errors 182Communicating to Innovate 185Communicating to Add Value to Health Care Delivery 186Chapter 7 Physician Management 191Changing Environment for Physicians 195Physician Management Concerns 201Physician Reimbursement Issues 207Patient Quality of Care Concerns 212Physician Concerns 215Professional Ethical Concerns 225Political and Legal Affi liations and Concerns 228Physician Management Models 231Physicians as Managers 234PART FOURCreating a High-Performance WorkplaceChapter 8 Human Resources Management and Health Care 245The Role of Human Resources Professionals in Organizations 247Rights of Employees and Employers 250Critical Employee Attitudes Toward Work 257Unions and the Health Care Industry 263Evaluating the Management of Human Resources 269Chapter 9 Staffi ng Health Care Organizations: Recruitment and Selection 281Beginning the Staffi ng Process 282Recruitment 289Selection 302Chapter 10 Employee Performance Improvement: The Pursuit of Quality Care 317Employee Orientation and Mentoring 318Employee Training 321Performance Appraisal 334PA R T F I V ESpecial Areas of Health Care ManagementChapter 11 Health Care Marketing: Speaking the Language 351The Marketing Process 352Key Marketing Concepts 355The Health Care Consumer 372Marketing Strategy 374Using Marketing Research in Health Care Delivery 378Emerging Trends in Health Care Marketing 384Chapter 12 Financial Management: Show Me the Money 389Our Health Care System: What We Fund 391The Cost of Health Care, and Historical and Projected National Spending 394Government Health Care Intervention Efforts and the History of Health Insurance 402Characteristics of Health Care Finance 406Financial Challenges Confronting Providers, Third-Party Payers, and Patients 409Cost-Effectiveness and Reform 412Chapter 13 Ethics, the Law, and Doing Good 423Ethics in the World of Health Care 425Autonomy 427Nonmalefi cence and Benefi cence 430Justice 433Morality 435Codes of Ethics 439Ethics Committees 441Discrimination Issues in Health Care 443Technology and Ethics 447Chapter 14 A Look into the Future of Health Services 455Economic Issues in Health Care 458Reengineering Health Care Delivery 459The Role of Leadership in Reengineering Health Care 467The Importance of Organizational Culture in Reengineering Health Care 470Consumer Empowerment 472Innovation in Health Care Delivery 475The Importance of Trust, Brand, and Reputation 478Other Signifi cant Forces Facing the Health Care Manager 480References 485Index 521

Bernard J. Healey, PhD, is the director of the graduate program in health care administration at Kings College, Wilkes-Barre, Pennsylvania. Formerly, he was epidemiology manager in the Pennsylvania Department of Health and a consultant to Blue Cross of North- eastern Pennsylvania.Marc C. Marchese, PhD, is professor of human resources management in the William G. McGowan School of Business at Kings College. Formerly, he was an instructor in the department of psychology at the University at Buffalo, The State University of New York.

• Tables and Figures xiIntroduction xviiThe Authors xxiThe Contributors xxiiiPART ONEIntroduction to Health Care ManagementChapter 1 Critical Issues for the Future of Health Care in the United States 3Health Care Reform Legislation 11Errors in Health Care 12Changing the Health Care System 13Emphasis on Effi ciency in Health Care Delivery 19Building a New Process for Health Care Delivery 21Productivity and Prioritization in Health Care 28Chapter 2 Health Care Management 33Management Theory 35Management Innovation 44Managerial Skills 46Management Functions 47Self-Managed Work Teams 50Health Services Management 53Management of Technology 58PART TWOManaging the External EnvironmentChapter 3 Strategy and Structure: Choosing thePath to Success 67Strategic Management and Structure 68The Strategic Management Process 72Organizational Design and Structure 86Physician Organizations: A Closer Look 98Technology and Structure 100PA R T T H R E EManaging Human Performance in OrganizationsChapter 4 Leadership as Plural 105Leadership Basics 108Leadership Theory 112Employee Participation 119Creating a Vision of Health Care Delivery 120Empowerment and Responsibility 122Improving Health Outcomes 123Leadership and Culture 125Adding Value in Health Care Delivery 131Chapter 5 Change, Motivation, and Innovation: Creating a Culture of Excellence 135The Change Process in Health Care Delivery 138The Secret of Motivating Health Care Employees 142The Need for Innovation in Health Care 148The Effects of Culture Development on Motivation, Innovation, and the Facilitation of Change 154Chapter 6 Communication: Can You Hear Me Now? 161Communication Methods and Skills 165How to Build Trust in Relationships 172Communicating to Build a Thick Culture 176Communicating to Motivate 178Communication Problems and Medical Errors 182Communicating to Innovate 185Communicating to Add Value to Health Care Delivery 186Chapter 7 Physician Management 191Changing Environment for Physicians 195Physician Management Concerns 201Physician Reimbursement Issues 207Patient Quality of Care Concerns 212Physician Concerns 215Professional Ethical Concerns 225Political and Legal Affi liations and Concerns 228Physician Management Models 231Physicians as Managers 234PART FOURCreating a High-Performance WorkplaceChapter 8 Human Resources Management and Health Care 245The Role of Human Resources Professionals in Organizations 247Rights of Employees and Employers 250Critical Employee Attitudes Toward Work 257Unions and the Health Care Industry 263Evaluating the Management of Human Resources 269Chapter 9 Staffi ng Health Care Organizations: Recruitment and Selection 281Beginning the Staffi ng Process 282Recruitment 289Selection 302Chapter 10 Employee Performance Improvement: The Pursuit of Quality Care 317Employee Orientation and Mentoring 318Employee Training 321Performance Appraisal 334PA R T F I V ESpecial Areas of Health Care ManagementChapter 11 Health Care Marketing: Speaking the Language 351The Marketing Process 352Key Marketing Concepts 355The Health Care Consumer 372Marketing Strategy 374Using Marketing Research in Health Care Delivery 378Emerging Trends in Health Care Marketing 384Chapter 12 Financial Management: Show Me the Money 389Our Health Care System: What We Fund 391The Cost of Health Care, and Historical and Projected National Spending 394Government Health Care Intervention Efforts and the History of Health Insurance 402Characteristics of Health Care Finance 406Financial Challenges Confronting Providers, Third-Party Payers, and Patients 409Cost-Effectiveness and Reform 412Chapter 13 Ethics, the Law, and Doing Good 423Ethics in the World of Health Care 425Autonomy 427Nonmalefi cence and Benefi cence 430Justice 433Morality 435Codes of Ethics 439Ethics Committees 441Discrimination Issues in Health Care 443Technology and Ethics 447Chapter 14 A Look into the Future of Health Services 455Economic Issues in Health Care 458Reengineering Health Care Delivery 459The Role of Leadership in Reengineering Health Care 467The Importance of Organizational Culture in Reengineering Health Care 470Consumer Empowerment 472Innovation in Health Care Delivery 475The Importance of Trust, Brand, and Reputation 478Other Signifi cant Forces Facing the Health Care Manager 480References 485Index 521

Bernard J. Healey, PhD, is the director of the graduate program in health care administration at Kings College, Wilkes-Barre, Pennsylvania. Formerly, he was epidemiology manager in the Pennsylvania Department of Health and a consultant to Blue Cross of North- eastern Pennsylvania.Marc C. Marchese, PhD, is professor of human resources management in the William G. McGowan School of Business at Kings College. Formerly, he was an instructor in the department of psychology at the University at Buffalo, The State University of New York.

• Tables and Figures xiIntroduction xviiThe Authors xxiThe Contributors xxiiiPART ONEIntroduction to Health Care ManagementChapter 1 Critical Issues for the Future of Health Care in the United States 3Health Care Reform Legislation 11Errors in Health Care 12Changing the Health Care System 13Emphasis on Effi ciency in Health Care Delivery 19Building a New Process for Health Care Delivery 21Productivity and Prioritization in Health Care 28Chapter 2 Health Care Management 33Management Theory 35Management Innovation 44Managerial Skills 46Management Functions 47Self-Managed Work Teams 50Health Services Management 53Management of Technology 58PART TWOManaging the External EnvironmentChapter 3 Strategy and Structure: Choosing thePath to Success 67Strategic Management and Structure 68The Strategic Management Process 72Organizational Design and Structure 86Physician Organizations: A Closer Look 98Technology and Structure 100PA R T T H R E EManaging Human Performance in OrganizationsChapter 4 Leadership as Plural 105Leadership Basics 108Leadership Theory 112Employee Participation 119Creating a Vision of Health Care Delivery 120Empowerment and Responsibility 122Improving Health Outcomes 123Leadership and Culture 125Adding Value in Health Care Delivery 131Chapter 5 Change, Motivation, and Innovation: Creating a Culture of Excellence 135The Change Process in Health Care Delivery 138The Secret of Motivating Health Care Employees 142The Need for Innovation in Health Care 148The Effects of Culture Development on Motivation, Innovation, and the Facilitation of Change 154Chapter 6 Communication: Can You Hear Me Now? 161Communication Methods and Skills 165How to Build Trust in Relationships 172Communicating to Build a Thick Culture 176Communicating to Motivate 178Communication Problems and Medical Errors 182Communicating to Innovate 185Communicating to Add Value to Health Care Delivery 186Chapter 7 Physician Management 191Changing Environment for Physicians 195Physician Management Concerns 201Physician Reimbursement Issues 207Patient Quality of Care Concerns 212Physician Concerns 215Professional Ethical Concerns 225Political and Legal Affi liations and Concerns 228Physician Management Models 231Physicians as Managers 234PART FOURCreating a High-Performance WorkplaceChapter 8 Human Resources Management and Health Care 245The Role of Human Resources Professionals in Organizations 247Rights of Employees and Employers 250Critical Employee Attitudes Toward Work 257Unions and the Health Care Industry 263Evaluating the Management of Human Resources 269Chapter 9 Staffi ng Health Care Organizations: Recruitment and Selection 281Beginning the Staffi ng Process 282Recruitment 289Selection 302Chapter 10 Employee Performance Improvement: The Pursuit of Quality Care 317Employee Orientation and Mentoring 318Employee Training 321Performance Appraisal 334PA R T F I V ESpecial Areas of Health Care ManagementChapter 11 Health Care Marketing: Speaking the Language 351The Marketing Process 352Key Marketing Concepts 355The Health Care Consumer 372Marketing Strategy 374Using Marketing Research in Health Care Delivery 378Emerging Trends in Health Care Marketing 384Chapter 12 Financial Management: Show Me the Money 389Our Health Care System: What We Fund 391The Cost of Health Care, and Historical and Projected National Spending 394Government Health Care Intervention Efforts and the History of Health Insurance 402Characteristics of Health Care Finance 406Financial Challenges Confronting Providers, Third-Party Payers, and Patients 409Cost-Effectiveness and Reform 412Chapter 13 Ethics, the Law, and Doing Good 423Ethics in the World of Health Care 425Autonomy 427Nonmalefi cence and Benefi cence 430Justice 433Morality 435Codes of Ethics 439Ethics Committees 441Discrimination Issues in Health Care 443Technology and Ethics 447Chapter 14 A Look into the Future of Health Services 455Economic Issues in Health Care 458Reengineering Health Care Delivery 459The Role of Leadership in Reengineering Health Care 467The Importance of Organizational Culture in Reengineering Health Care 470Consumer Empowerment 472Innovation in Health Care Delivery 475The Importance of Trust, Brand, and Reputation 478Other Signifi cant Forces Facing the Health Care Manager 480References 485Index 521