Dig Deeper
- Consumer focus group participant
For consumers, health care is no ordinary good or service. It's personal. It's life changing. And unlike with other goods and services, consumers rarely consider price because they aren't usually the ones paying for it.
Consumers define “getting good value” from providers as receiving care that is patient-centered and that demonstrates high technical proficiency.
AF4Q communities work on projects that promote patient-centered care, such as establishing partnerships between patients and providers, including patient and families in decision-making, and implementing surveys to evaluate consumers’ health care experiences. Consumers value communication and other aspects of the provider-patient relationship.
Consumers say good-value care occurs when a provider:
• Takes time during the appointment. Consumers feel they have received good value when their provider does not rush them, and instead takes time to answer questions and address the consumer's needs.
• Is easily accessible. Consumers feel they get good value when a provider is easily reachable, available for appointments on short notice, and conveniently located. Short wait times and personal attention (e.g., they see the doctor rather than the physicians‘ assistant) also signal good value.
• Communicates well. When providers are responsive to patient needs, listen well, and exhibit good bedside manner, consumers feel they receive good value.
• Demonstrates knowledge and technical proficiency. Consumers feel they receive good value when they have a doctor who seems knowledgeable, knows the patient's medical history, has good credentials and training, and provides proper follow-up.
What are some ways consumers can help improve health care?
Leadership positions and health care activism are a good start
How do I make sure consumer efforts and activity are meaningful?
AF4Q has several benchmarks you can use.
How do consumers define fair benefit and network designs?
Freedom of choice is one important factor.
What are best practices for using visual elements on public reporting websites?
Simplicity and consistency.
Why does consumer engagement matter?
It leads to better care—given by providers and received by consumers.
How do we best support our consumer advocates?
Inclusion is key.
- 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?