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Best Practice(s ):Consumer Engagement Frameworks

Best Practice(s ):Consumer Engagement Frameworks. Presenter: Angela Bukenya Arkansas DHS 2013/2014 Fellow July 17 th 2014. Consumer engagement(CE). CONSUMER A person who uses or is a potential user of health services including their family and or caregivers.

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Best Practice(s ):Consumer Engagement Frameworks

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  1. Best Practice(s):Consumer Engagement Frameworks Presenter: Angela Bukenya Arkansas DHS 2013/2014 Fellow July 17th 2014

  2. Consumer engagement(CE) CONSUMER A person who uses or is a potential user of health services including their family and or caregivers. They could participate as individuals, groups, organizations of consumers, or consumer representatives in the community. ENGAGEMENT Actions individuals must take to obtain the greatest benefit from the health care services available to them. You are empowered to be in control of your care!

  3. Provider and consumer(S) scenario

  4. Frameworks answer question such as: • What will it take to activate consumers? Look at the PAM • What is the role of the consumer? • What is the degree to which the consumer’s choice is appropriate? • What expectations do consumers have in order to get involved in decision-making?

  5. Examples of Consumer Engagement Frameworks • A Multidimensional Framework For Patient and Family Engagement In Health And Health Care • International Association for Public Participation-IAP2 • National e-Health Collaborative (NeHC) Patient Engagement framework

  6. National e-Health Collaborative (NeHC) A model created to guide healthcare organizations in developing and strengthening their consumer engagement strategies through the use of e-Health tools and resources.

  7. Looking online for health information: Health status

  8. Examples of programs using consumer engagement frameworks Campaign to empower patients through education on health issues. Used a website, blogs, videos, pamphlets etc. Washington State’s Puget Sound Health Alliance Results: Since 2011 there have been22,500 visits on the website,10,000of which happened in 2013 ONLY. Partnershipsbuilt • A 55,000 member union trust representing grocery stores, King county, the State of WA etc.

  9. Examples of programs using consumer engagement frameworks Improving health and health care for Maine residents Maine Quality Counts How? Quality messages were sent out • To promote measurement and public reporting of patients’ experience. • To promote the use of evidence-based self management programs. Results: A decrease of 12% from 20% of re-admissions in hospitals

  10. Examples of programs using consumer engagement frameworks Patients with Chronic illnesses California Humboldt, Alliance (Direct care: self-management) How? Workshop style • Consumers are connected to a FREE, 15 hour, 6-week,peer-led workshop providing them with skills to manage their condition. Results: • Since 2008 the program has fielded 94 workshops, with more than 1000 participants, and graduated 720.

  11. Lessons learned From applying a Consumer Engagement Framework • Consumer trust meets needs and interests of audience • Consumer-centric understands audience, provides decision support • Consistent model for consumers at all levels • Evidence-based 11

  12. In summary Consumer engaging activities are: • Promotersof constructive communication • Better preparers of consumers for health care visits • Help for consumers to maintain and improve their health management • Educating to care-takers on how to enhance care

  13. Self directed care • Jerry Cywinskihas been completely disabled for his entire life and, due in large part to the fact that he self-directs his supports and services, his quality of life is off the charts. • Jerrylives in his own home with his significant other and his 15-year-old son. He is active in his community, he has friends and he has the best possible health care. • When Jerry needs things, he gets them, and doesn't have to navigate a lot of red tape along the way. • Jerry has assembled an effective self-directed supports team that works to ensure that Jerry has the supports and services he needs to self-direct.

  14. Engagement with consumerswhat-why-who-how-assess Case managers (Panel discussion) Angela H, Penny C, Winda, & Dottie Lou WHATis the situation at hand we are trying to deal with ? WHAT do we like to see different?

  15. Engagement with consumerswhat-why-who-how-assess WHY do we feel the need to ENGAGE consumers? Short stories about real scenarios from consumers in our community, presented by case managers.

  16. Engagement with consumerswhat-why-who-how-assess WHO are we engaging? CM discussion with audience HOW are we engaging? CM discussion with audience

  17. Your voice matters!!!

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