Dig Deeper
AF4Q Alliances rely on consumer representatives to speak on behalf of patients and families to ensure their needs are met. Their role at the multi-stakeholder table requires knowledge, networks, time, and passion.
We’ve found that consumer representatives who are successful in working with a group of disparate stakeholders to stimulate change in health care share key traits:
1. Experience advocating the patient viewpoint;
2. Background in or understanding of the health care system;
3. Communication and storytelling skills;
4. Experience working in multi-stakeholder groups; and
5. Baseline knowledge of the technical components of health care quality.
Of course, not every representative possesses all of these competencies. While you can develop traits over time, the most important one is commitment to the Alliance’s mission.
Successful representatives help ensure Alliances achieve “meaningful consumer engagement” through a set of practices designed to involve consumers in all aspects of a project’s design, governance, implementation, and evaluation.
Below are some key practices successful consumer representatives employ:
1. Sharing their expertise;
2. Asking how decisions are made;
3. Knowing how to summarize the Alliance’s work and mission to an outside audience;
4. Following through on commitments;
5. Doing their homework—learning about health care quality from reputable sources, including the Alliance;
6. Speaking up;
7. Asking questions;
8. Asking for more (or less) responsibility;
9. Spreading the word about Alliance work;
10. Knowing when to retire from the Alliance.
What are some ways consumers can help improve health care?
Leadership positions and health care activism are a good start
What are the benefits of getting patients involved in my efforts to improve care?
Perspective, credibility, and much more...
What role do employers play in improving care quality?
A central role, if they take certain steps.
When do consumers find cost and resource use information most useful for decision making?
Timing and financial stake play a large role.
What are the differences and similarities between consumer advocates and individual consumers?
Organizations need both to be successful.
How do I get consumer feedback on my website?
There are several steps to take.
- 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?