What to Say 

What will make consumers look at the comparative quality data that you are offering them? An attractive design will help. And it's certainly critical to get the timing right. But the key is to help them see how the data you are providing addresses their need for useful information.

To help you with this task, this section reviews the following topics:

• Why You Need to Say Anything.
  • Quality Information Is New.
  • Quality Information Is Complex.
  • But Can You Say Everything?
• How Your Audience Influences What You Say.
• What You Have to Explain.
• The Purpose of the Report.
• Today's Health Care System.
• Reasons to Focus on Quality
• Other Factors that Affect Health Care Decisions.
• Other Information You Can Share.
• Where the Data Came From.
• Consumer Rights and Protections.
• Procedures for Complaints, Appeals, and Grievances.
• Where to Get More Information.
• Vignettes and Factoids.