There was no oversight to assure customers that service was of high quality. Today, this has changed.
More employers demand proof that they're getting value for their health care dollars.
Even patients want the ability to judge the quality of their care in much the same way they would consider the quality of any major product before buying it. We're proud of having succeeded at making a large share of HMOs take ownership of the quality of care and service they deliver. But there is more work to be done. Accountability must become the norm for the entire health care industry. We should not expect wholesale changes overnight.