The Big Picture Why Talk About Health Care Quality? Quality Isn’t Dependable Information Can Help How This Site Can Help You "Talk"
Six Steps to Implementation Step 1. Getting Started Step 2. Collecting and Analyzing Data Where You Can Get Information on Quality How to Know When You'll Need Help How to Skip This Step Making Sure Information Is Credible Step 3. Presenting the Information Five Key Points About Presentation Making Sure Your Materials Work for Your Audience Step 4. Disseminating Information Step 5. Supporting Consumers Step 6. Evaluating the Project
Getting Started Assess Your Local Environment Profile Your Target Audience Clarify Your Objectives Identify the Focus of Your Report Choose Quality Measures Identify Potential Partners for the Project Agree on a Message Find Sources of Financing and Establish a Budget Agree on a Schedule (and Stick to It) Establish a Management Structure
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What To Say 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 age groups are in the audience? What cultures or ethnic groups are represented? How familiar are they with managed care practices? How easy is it to understand the information in a performance report? How comfortable are they with being assertive about their health care? Do they perceive that they have a choice? How interested are they in health care issues? How open are they to making a change?
What You Have to Explain The Purpose of the Report Today's Health Care System How Managed Care Works in Your Market Different Kinds of Products Available to Your Audience Differences Within the Same Kinds of Products or Organizations Reasons to Focus on Quality Conveying Important Messages About Quality Framing Messages About Quality Addressing Common Misconceptions Making the Connection to the Ground Rules Explaining the Relevance of Population-Based Measures Other Factors that Affect Health Care Decisions
Other Information You Can Share Where the Data Came From Who Cares About Methodology? What to Tell Those Who Care Consumer Rights and Protections Procedures for Complaints, Appeals, and Grievances Where to Get More Information... Vignettes and Factoids
How To Say It Making Quality Measures Manageable What the Research Tells Us A Framework for Organizing and Condensing Information Strategy 1: Report Scores for Individual Measures Only Strategy 2: Group Measures into Categories Strategy 3: Report a Single Summary Score Which Strategy Is Right for You? Using Categories to Group Measures Benefits of Categories Drawbacks of Categories Kinds of Categories Constructing Categories How to Pick Categories Combining Measures into Summary Scores Reasons to Offer Summary Scores Reasons to Avoid Summary Scores What You Need to Know About Combining Measures Offering information in layers Reasons to Layer Quality Information Reasons to Avoid Layering Two Ways to Make Layering Work
Comparing Results Offer a Point of Comparison Show Results for Multiple Organizations Show Results Compared to Average Performance Show Results Compared to a Benchmark or Goal Rank Organizations Based on Their Results Present Comparative Information Why Presentation Is Important Presenting Information in Absolute Terms Presenting Information in Relative Terms
Talking About Statistics What You Need to Know Statistical Decisions Matter Statistics Can Be Misleading People Don't Understand Statistics Consumers Don't Trust Statistics What You Need to Explain The Sponsors Can Be Trusted The Information Is Credible How to Provide an Explanation Consumers Don't Want to Know Everything. Stash the Details in the Back
Saying It Clearly Key Principles Know Your Audience. Be Clear About the Purpose of the Report. Create a Structure that Reinforces the Purpose Be Consistent Writing Well Keep It Short Make It "Skimmable" Use Devices that Engage the Reader Use Accessible Language Write Text that People Can Understand Be Sensitive to How Words May Be Interpreted Use Active Language Help the Reader Navigate the Page Producing Readable Charts Make Graphics Self-Explanatory Show the Reader How to Read and Interpret the Chart Avoid Abbreviations and Jargon Keep Tables a Manageable Size Creating Meaningful Labels and Definitions
Designing Your Report The Elements of Good Design Design Guidelines for Performance Reports General Guidelines Basic Guidelines for Using Color Basic Guidelines for Chart Design
Choosing Media Reports and Brochures Electronic Media Benefits of Electronic Media Disadvantages of Electronic Media
Into the Hands of the Consumers Applying the Social Marketing Model The Elements of the Social Marketing Model The Importance of an Ongoing Campaign
Building Awareness and Interest Define Your Audience Look for Opportunities to Segment Set Priorities Reach Out to Secondary Audiences. Craft a Compelling Message Preparing the Audience Developing A Message That Works Factors That Determine Acceptance of a Message? Tips for Making your Message Effective Get the Message Out Build Coalitions With Like-Minded Organizations Use Multiple Outlets to Deliver Information Consider the Power of Mass Media Time Your Message for Maximum Impact
Getting the Timing Right You Can Anticipate the Need You Can't Predict the Need Flood the Market Target Specific, Trusted Information Sources Make Sure They Know How to Use the Information When They Need It
Reaching People Where They Are The Setting The Channel Identify Distribution Brokers Train Distribution Brokers The Medium The Options How to Decide Combining Approaches
Supporting Consumers in Using the Information The Purpose of Decision Support Different Kinds of Support Directive Support Non-Directive Support Strategies for providing support Offer Worksheets and Checklists Develop Computer-Aided Applications Prepare and Use Information Intermediaries
Refining What You Do Testing Your Materials and Dissemination Strategy Improving Your Materials Why Test Materials With Your Audience? What Should You Test? Improving Your Dissemination Strategy Where to Seek Feedback Most Important Source: Your Primary Audience Another Source: Secondary Audiences and Information Intermediaries When to Test What to Do With Results Use Your Judgment Be Cautious Be Fair
Evaluating the Results of Your Project Reasons for Doing an Evaluation Planning an Evaluation Choosing Your Approach Process Short-Term Outcomes Long-Term Impact Sharing your findings Why Bother With Documentation?
Techniques for Testing and Evaluation Qualitative Methods Focus Groups One-on-One Interviews Common Issues Quantitative Methods Surveys Other Sources of Data Choosing Which Methods to Use
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