1 / 15

Patient Experience and Consumer Engagement: The Role of Patient Comments

This article explores the role of patient comments in improving patient experience and consumer engagement. It discusses various approaches to gathering and incorporating patient comments, as well as the impact of patient comments on consumer decision making. The article also presents findings from a study on the inclusion of patient comments in public reports and provides implications for report developers.

bondc
Download Presentation

Patient Experience and Consumer Engagement: The Role of Patient Comments

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Patient Experience andConsumer Engagement:The Role of Patient Comments Dale Shaller, MPA Shaller Consulting Group BHCAG Employer Leadership Summit February 23, 2012

  2. Patient experience surveys CAHPS (Consumer Assessment of Healthcare Provider and Systems) Patient comments User-posted online narrative anecdotes Other approaches Focus groups and interviews Walkthroughs and shadowing “Mystery shopping” Approaches to measuring patient experience

  3. Explosion of websites posting patient reviews

  4. Comment seeking and posting behavior

  5. CAHPS Research Questions • How does incorporating patient comments into online reports affect consumer engagement with the information? • How does adding patient comments to reports affect consumer understanding and use of CAHPS and clinical measures of performance? • How does adding patient comments affect the “quality” of consumer decision making?

  6. The SelectMD Experiment • Creation of a fictitious public reporting website designed to achieve “modal” levels of content, format, and functionality • Hidden tracking system to monitor click patterns and time spent on each page • Representative sample of U.S. households with computer-based internet access (n=849) • Study population randomized into 6 experimental “arms” with different combinations of measures • Pre- and post-survey questions

  7. Key Take Away Points:Impact of Patient Comments • Including patient comments increases user engagement in the website and their likelihood to recommend it to others • Including patient comments leads users to pay less attention to both CAHPS and HEDIS, yet: • They are no less likely to trust and perceive these measures as useful • They find it easier to use CAHPS measures • Including patient comments leads to selection of doctors with lower CAHPS scores

  8. Key Take Away Points: Implications for Public Reports • Patient comments add value to public reports but may “crowd out” the salience of other measures • Report developers need to find strategies that leverage the positive effects of presenting patient comments without detracting from consumer use of other important performance measures

More Related