QUALITY AND CUSTOMERS - A PLANNING APPROACH TO THE FUTURE OF MENTAL-HEALTH-SERVICES IN A HEALTH MAINTENANCE ORGANIZATION

Mental health service delivery is both a health care and business arra ngement, and is accordingly impacted by national changes in both areas . HMO mental health services in the current health reform zeitgeist ar e being called on to provide more efficient, comprehensive integrated care. A planning effort is presented which is organized around (1) a q uality improvement effort aimed at understanding who are the ''custome rs'' (patient, medical community, mental health staff, and client empl oyer) and what they need and (2) coordination and integration with the HMO larger organizational plan and efforts. The unique benefits of st aff model HMOs are discussed relative to mental health service.