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. 2014 Oct;71(5 Suppl):17S-37S.
doi: 10.1177/1077558713493118. Epub 2013 Jul 1.

Context-based strategies for engaging consumers with public reports about health care providers

Dale Shaller  1 , David E Kanouse  2 , Mark Schlesinger  3
Affiliations

Context-based strategies for engaging consumers with public reports about health care providers

Dale Shaller et al. Med Care Res Rev. 2014 Oct.

Abstract

Efforts to engage consumers in the use of public reports on health care provider performance have met with limited success. Fostering greater engagement will require new approaches that provide consumers with relevant content at the time and in the context they need to make a decision of consequence. To this end, we identify three key factors influencing consumer engagement and show how they manifest in different ways and combinations for four particular choice contexts that appear to offer realistic opportunities for engagement. We analyze how these engagement factors play out differently in each choice context and suggest specific strategies that sponsors of public reports can use in each context. Cross-cutting lessons for report sponsors and policy makers include new media strategies such as a commitment to adaptive web-based reporting, new metrics with richer emotional content, and the use of navigators or advocates to assist consumers with interpreting reports.

Keywords: consumer engagement; health care quality; medical consumerism; public reporting.

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Conflict of interest statement

Declaration of Conflicting Interests

The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

Figures

Figure 1
Figure 1
Conceptual model for context-based reporting strategies.
See this image and copyright information in PMC

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