Dig Deeper
As you set to work on engaging and activating consumers to help improve health care quality, it is helpful to use a good framework into which you can put your particular circumstances and goals to produce an overall strategy.
Sample Consumer Engagement Framework (American Institutes for Research)
While similar to the one above, Maine’s consumer engagement framework features different column headings: Patient/consumer role; Options for involvement (see below); Supports needed by the consumer; and Key characteristics/skills of the consumer.
The CE Model Comparison is a useful compilation of frameworks that highlights various approaches to CE by a handful of organizations.
To implement your CE strategy, you’ll need to: put policies, programs, and funding into place; identify opportunities, impediments, and strategies; and develop and evaluate interventions.
Sample Options for Consumer Involvement
Direct care level of engagement
• Chronic disease self-management program (Humboldt, CA example)
• Shared decision-making
Organizational design and governance level
• Discharge planning (Cincinnati example)
• Quality improvement teams
• Informed consent policies and protocols
Policy-making level (highest level of consumer engagement)
• Developing patient-centered quality measures
• Submitting input on Health Insurance Exchange processes
What are some ways consumers can help improve health care?
Leadership positions and health care activism are a good start
How do I retain consumers in my program?
Be supportive.
How do we attract employers to partner with us to improve health care quality?
Show them the benefit.
What do consumers believe about health care costs?
Cost and what you pay can be different stories.
How can my organization make our health care quality website more consumer friendly?
There are 3 key questions to answer.
What are the benefits of personal health records?
They can help consumers and providers.
- Why do consumers need to know how much things cost?
- How do we help employers maintain their interest and energy in our partnership?
- What role do employers play in improving care quality?
- What frameworks can I use to engage and activate consumers?
- What are the benefits of personal health records?
- What is the Consumer Engagement Leadership Consortium?
- Where should I incorporate consumers into my practice or hospital?
- How do you explain the idea of “high-quality health care"?
- How do I clarify my role as a consumer within my organization or Alliance?
- How do I become a better consumer leader?