In multi-stakeholder organizations, meaningful consumer engagement (CE) is a set of practices established to activate consumers in all aspects of a project’s design, governance, implementation, and evaluation.
• Consumer Recruitment. Networking and knowledge of local health care players are key to recruiting. Orient new consumer representatives with thorough onboarding materials and match them to roles that suit them.
• Strategic Planning. Identify goals and activities for consumers that map directly to AF4Q’s broader goals. Consider how to integrate consumers into all projects. One idea is to form a Consumer Advisory Council.
• Relationship Building. AF4Q relies on multi-stakeholder collaboration. Articulate the value of consumer engagement to all parties; Alliance “Bright Spots” are a good example. Find opportunities to partner a consumer with another leader to work together.
• Meeting Facilitation. Make sure meetings count by including time on the agenda for the consumer perspective, avoiding interruptions, and sticking to the agenda.
• Support and Retention. Increase the number of consumers in your organization, build their capacity, and secure long-term commitment by: (1) educating them thoroughly about AF4Q, from mission to organizational structure and procedures; (2) employing every communication channel you find effective (such as calls, blogs, Facebook, or Twitter); (3) educating them on the issues (such as quality or benefit design); (4) seeking opportunities for them to participate, from governance to public outreach; and (5) asking for feedback through the Consumer Engagement Survey.
• Evaluation. Evaluate CE effectiveness by: (1) documenting details of consumer activity, (2) collecting stories, (3) conducting exit interviews, and (4) summarizing successful models of engagement for other Alliances.
What are some ways consumers can help improve health care?
Leadership positions and health care activism are a good start
How do I explain missing data to consumers?
Be clear and concise.
What do consumers believe about health care costs?
Cost and what you pay can be different stories.
What are best practices for using visual elements on public reporting websites?
Simplicity and consistency.
How do you explain the idea of “high-quality health care"?
The answer varies, but understanding it is paramount.
How do consumers define fair benefit and network designs?
Freedom of choice is one important factor.
- 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?