TalkingQuality: Tools for Public Reporting Session 1B: Quality and Patient Safety Reporting Tools AHRQ Annual Meeting September 27, 2007 Dale Shaller, MPA Principal, Shaller Consulting Managing Director, National CAHPS Benchmarking Database

What is TalkingQuality? A Web-based guide to developing reports on health care quality for use by consumers A Web-based guide to developing reports on health care quality for use by consumers Designed for both experienced sponsors of public reporting as well as newcomers Designed for both experienced sponsors of public reporting as well as newcomers Initiated in 1999 by the Work Group on Consumer Health Information Initiated in 1999 by the Work Group on Consumer Health Information Currently maintained by Westat as part of the AHRQ Web site Currently maintained by Westat as part of the AHRQ Web site

Work Group on Consumer Health Information Created in 1998 by AHRQ, CMS, and OPM Created in 1998 by AHRQ, CMS, and OPM Purpose: To support public and private efforts to improve the communication of health care quality information to consumers Purpose: To support public and private efforts to improve the communication of health care quality information to consumers Work Group Members: Work Group Members:  Consumer advocates  Health care providers  Public and private purchasers  Researchers  Government representatives  Experts in communication, quality, and social marketing

3 Major Work Group Products Research and Action Agenda Research and Action Agenda National Conference in 2000 on “Informing Consumers About Health Care Quality: New Directions for Research and Action” ( National Conference in 2000 on “Informing Consumers About Health Care Quality: New Directions for Research and Action” ( TalkingQuality Web site TalkingQuality Web site

TalkingQuality Overview Audience: Public reporting sponsors who provide information on health care quality to consumers Audience: Public reporting sponsors who provide information on health care quality to consumers Purpose: Systematic guide to report development and dissemination, including: Purpose: Systematic guide to report development and dissemination, including:  Project planning and implementation  Basic communication and design principles  Practical examples to illustrate concepts Initial focus on health plan quality Initial focus on health plan quality

TalkingQuality Development 1999: Content development based on: 1999: Content development based on:  Experiences of report sponsors  Experts in content areas and communications 2000: Site construction and user testing 2000: Site construction and user testing 2001: Public launch 2001: Public launch 2003: Editorial Board created to oversee expansion and revision 2003: Editorial Board created to oversee expansion and revision

TalkingQuality Home Page

The Big Picture: Project Planning and Implementation Issues

What to Say: Content and Context

How to Say It: Presentation and Design

Link to report design example

Into The Hands of Consumers: Dissemination and User Support

Refining What You Do: Testing and Evaluation

Planning Workbook

TalkingQuality Use and Impact Use in first 2 years: Use in first 2 years:  Over 30,000 unique visitors  Almost 300,000 page views Examples of use: Examples of use:  Maine Health Management Coalition  Connecticut Hospital Association  National Business Coalition on Health

Future Directions Addition of Report Card Clearinghouse in 2006 Addition of Report Card Clearinghouse in 2006 Plan for updating content and examples through the CAHPS III project, including: Plan for updating content and examples through the CAHPS III project, including:  Application to provider-level reporting  Evidence on the impact of public reporting  Overhaul the search engine, site map, and overall structure to make more user-friendly Marketing and promotion: How can we make more potential users aware of this tool? Marketing and promotion: How can we make more potential users aware of this tool?