advances in health care promise better outcomes while demanding more from us
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9/2/2011
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The Context for Our Use of Public Reporting
September 20, 2011
ENGAGEMENT BEHAVIORS
= Actions individuals must take to obtain benefit of available services
Actions of professionals or policies of institutions
APPROACH1. 210 patient / caregiver interviews2. Review literatures:
a. advocacy / non-profitb. peer reviewedc. systematic reviews (Cochrane)
3. 57 key informant interviews: professionals, researchers, advocates
4. Draft EBF review by 30 stakeholders
2. Not an indictment.
Rather, a description of specific behaviors linked directly to health care with implications for outcomes
• Find provider who fits personal criteria and accepts new patients with compatible health insurance plan
• Seek care from appropriate venue when needed
Elective use of services such as joint replacements, cosmetic surgery, and
maternity care
• Highly “shoppable” services: people can often plan in advance, choose providers
• May also face cost sharing incentives
• Targeted promotion of public reports has proven effective in some cases
Short-term treatment episodes
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External disruptions
Moving to a new area, changing jobs, changing to a health plan with a different
network, etc.
• Strong motivation to learn: you have to choose a new provider
• Potential for unsettled emotions and anxiety
• May have limited time to make a decision
• Need for timely, easy-to-use information from a trusted source
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Serious chronic conditions
A large and growing segment of the U.S. population: half of all adults have at least
one chronic illness
• Chronic disease creates a continuing need for monitoring and management
• Strong motivation to learn, especially after initial diagnosis
• Need to match content of public reports to nature of disease, and combine measures with management information.
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Problematic medical experiences
Almost 8% of Americans report switching doctors each year in response to some problem
• High motivation to learn since stakes are high
• Emotions run toward fear or anger– Anger may induce information seeking to minimize
future risk
– Intense fear may lead to information avoidance
• Effective engagement may require metrics highlighting negative scores, and help from patient advocates
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Suggest that:
Infinite variety of needs: data challenge
Some will never need; some will never use
Window of need narrow for choice: the right stuff at the right time
Bounded rationality implies education, not just information provision
Consumer Reports: Car Buying Guide eBayU.S. News & World Report: America’s Best CollegesFDA Nutrition Facts Panels
http://www.cfah.org/activities/tools.cfm
Margaret Holmes-RovnerDavid KanouseSteven ParenteDale ShallerShoshanna Sofaer
1. Tailored to consumers interests and needs
2. Target audience has clear, compelling need for external information
3. Institutional credibility and trust
4. Viable business model to generate revenue for ongoing production & promotion
5. Marketing, promotion, and dissemination to build awareness and establish trust