Financial health and customer satisfaction in private health care providers in Brazil

Abstract

This paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customer satisfaction associated with the provider's organ-izational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customer satisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a signif-icant impact on customer satisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction.

The Relationship between Financial and Non-Financial Indicators for Health Plan Operators

“…The results corroborate the findings of Lima et al, (2013) and Schiozer et al, (2011); it indicates that the favorable financial condition improves the operational performance and the quality of customer service in subsequent periods. However, it contradicts the results of Santos et al, (2013) that didn´t find a relationship between the financial condition and operational performance.…”

“…Meanwhile, the results of the third analysis run contrary to the findings of Schiozer et al (2011). That study sought to identify whether there is a direct relationship between HPO modality and its financial performance, as well as the economic-financial situation of the firm and beneficiary satisfaction.…”

“…Given previous results (Banker et al, 2001;Dawson, 2016;Delen et al, 2013;Kudlawicz, 2013;Lima et al, 2013;Rocha et al, 2012;Rust & Zahorik, 2004;Saliterer & Korac, 2013;Schiozer et al, 2011;Sedevich-Fons, 2014) which indicate that there is a positive and significant relationship between economic-financial indicators and other qualitative performance indicators, it was possible to create this study's hypothesis: H1: There is a positive relationship between the economic-financial indicator (EFI) and the operational quality indicators -CSI, SOI, BSI. It also evaluates this relationship considering certain control variables, such as location, focus on profit, and exclusively dental organization.…”

“…The third model seeks to support the work of Schiozer et al (2011), who concluded that an increase in beneficiary satisfaction is related to an HPO's favorable financial situation. In this way, we are expecting a positive and significant relationship between the predictive variable BSI and the explanatory variable EFI.…”

Patients with dementia syndrome in public and private services in southern Brazil

“… 13 The SUS has financing and management issues in several regions of the country; this creates significant disparities between public and private healthcare systems, especially with regard to patient accommodation, health care and resource availability, and individual follow-up. 14 …”