Choice Matters

Gordon Moore, MD, MPH, trained at the Massachusetts General Hospital and practiced for 40 years as a primary care internist at Harvard Community Health Plan and Atrius Health in Boston. He was one of the founders and subsequently Medical Director and Chief Operating Officer at the health plan, later becoming Director of Teaching Programs. As a professor at Harvard Medical School, he designed and implemented the New Pathway curriculum and directed the National Program Office of Partnerships for Quality Education, an initiative of the Robert Wood Johnson Foundation. John A. Quelch, DBA, is the Miller University Professor and Vice Provost at the University of Miami. He is also Dean of Miami Business School. He was formerly the Charles Edward Wilson Professor of Business Administration and Professor of Health Policy and Management at Harvard University. Emily Boudreau is a PhD student in the Department of Health Policy and Management at Yale University's Graduate School of Arts and Sciences.

Section 1 Introduction

1. Introducing Choice

Section 2 Consumer Choice in the Healthcare System

2. Is Healthcare Special?
3. Conditions for Creating a Consumer Market

Section 3 How Consumers Choose

4. The Decision-Making Process
5. The Six E's of Consumer Decision-Making

Section 4 Responding to Consumer Choice
6. Consumer Segmentation Strategies
7. Making a Consumer Choice 'System' Work

About the Authors

Index