As the newly hired director of public relations for a national managed care company, you know that the next decade in the delivery of healthcare services will bring about revolutionary changes in your member organizations. Public outcry for changes has been heard loud and long, Congress is calling for reform, and providers are extremely frustrated with how you control utilization and offer low reimbursements.

Your board of directors is convening to discuss how the managed care industry can be overhauled to provide a more customer-responsive product and to address rising healthcare costs.

What are the high-priority issues that will need to be discussed to overhaul the managed care industry? What stakeholders must be considered in the planning process?