Consumer Engagement

John Gallagher of the Washington Alliance owns a bed and breakfast, and, according to him, “it’s all about the breakfast.” Three things go into both a great breakfast, and, surprisingly, a consumer engagement campaign: 1) testing everything first; 2) serving it in courses; and 3) making it really enjoyable. First, make sure you’ve tested everything, from recipes to messaging, before putting them out there. Secondly, at the B&B, John serves dishes in courses so they’re memorable; the same can be said for consumer messaging campaigns. Gallagher recommends...

As she sat in the car with her teenage son while he was first learning to drive, Jessica Osborne-Stafsnes felt a familiar mix of excitement and trepidation, much like when Humboldt first embarked upon patient engagement activities. Humboldt tried to go from “zero to sixty” with its patient engagement. “Enthusiasm does not equate to readiness. We tried to scale up our patient engagement activities in an unsustainable way,” she said. Fortunately, Humboldt learned from its mistakes. The Humboldt Alliance took those lessons and created a roadmap to support patient...

More than 7 million children live with asthma in the United States. As a school nurse, Lizzie Cockrell has seen children struggle to control their asthma symptoms. One of her students, Judy, darkened the doorstep of the health room often.  “Recess, PE, health—she was spending those times with me in the health room,” said Cockrell. Looking for answers and help, Cockrell remembered the Asthma Ready Program and used its tools and guidelines to coordinate among Judy’s family and her doctor to assess control of her asthma. Judy’s story is one that “...

Published: 2013
Author: Aligning Forces for Quality (AF4Q)
Employers have great—if, to date, underutilized—market leverage in buying health care, and often can influence other stakeholder groups...
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In this brief for the Center for Studying Health System Change (HSC) and sponsored by the Robert Wood Johnson Foundation authors Judith H. Hibbard ...
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Author: see notes
A 2010 report commissioned by the Robert Wood Johnson Foundation to help Aligning Forces community teams reach consumers with relevant information ...
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Published: Dec 18, 2009
Author: AF4Q National Program Office
To effectively engage consumers in the work of AF4Q, Alliances should seek out groups that truly represent consumers. Sometimes the lines appear bl...
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Published: Nov 2010
Author: AF4Q National Program Office
This document developed by AIR contains concrete steps on how to get consumer feedback on your website. It also includes tips for summarizing your ...
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Author: AF4Q National Program Office and National Partnership for Women and Families
Consumer organizations have limited time and resources; this fact sheet helps to highlight the benefits for consumer advocacy groups of becoming in...
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95% rated their ability to self-manage as “good” or “excellent.”

Through Our Pathways to Health in AF4Q’s Humboldt County Alliance, a cadre of trained volunteers, all of whom have or care for someone with a chronic disease, such as diabetes, convened in a six-week curriculum, providing education and peer support to help patients manage their conditions and maintain active and fulfilling lives. They have surpassed 500 graduates.

Results are of participants in a post-graduation survey.

Consumer Engagement 101

The vision of Aligning Forces for Quality is to raise the quality of health care by engaging all key stakeholders—the people who provide care, pay for care, and get care. Health care consumers—those who get care—are an important part of this equation for a number of reasons. Consumers have an interest in finding and accessing high-quality, high-value health care for their families; they can make choices about health care that promote quality improvement; and, particularly for patients with chronic disease or their caregivers, they can participate actively in their care to improve their health. Consumer involvement is a valuable and powerful force at many points along the continuum of health care quality and system redesign. Aligning Forces for Quality serves as a unique experiment in engaging consumers at key points along this continuum – including public reporting of health care quality, chronic disease self management, and clinical quality improvement. Engaging and sustaining consumer involvement is not easy, but Aligning Forces communities are learning best practices and the far-reaching benefits of employing them.