Grading Health Care: The Science and Art of Developing Consumer Scorecards

Overview

In today's competitive health care marketplace, providers, corporate and public purchasers, and health care executives are focusing their attention on quality, value, and accountability. At the same time, employers and state Medicaid programs are demanding providers and insurers to produce accurate accounts of their services. These conditions speak loudly to the growing need for consumer-oriented measurement tools and report cards.

In Grading Health Care, editors Pamela P. Hanes...

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Overview

In today's competitive health care marketplace, providers, corporate and public purchasers, and health care executives are focusing their attention on quality, value, and accountability. At the same time, employers and state Medicaid programs are demanding providers and insurers to produce accurate accounts of their services. These conditions speak loudly to the growing need for consumer-oriented measurement tools and report cards.

In Grading Health Care, editors Pamela P. Hanes and Merwyn R. Greenlick provide health care practitioners, administrators, and policymakers the information and guidance they need to create consumer scorecards that can reliably measure customer satisfaction. Written by pioneers in the field, the book examines Oregon Consumer Scorecard Consortiumás successful efforts to develop the first health care plan scorecard program. Hanes and Greenlick share the lessons learned from the consortiumás efforts to create dependable methods for measuring consumer satisfaction and guiding consumers to make informed choices among health plans. Grounded in both theory and practice, this book offers valuable resources that practitioners can use:
? A discussion of the dimensions of health care delivery that consumers want most
? A timely introduction to the science of developing consumer satisfaction surveys and quality performance measurements
? Much-needed information on how to manage various stakeholders? interests, from state bureaucrats to consumer groups
? A thoughtful and realistic analysis of both the promise and the limitations of consumers scorecards Grading Health Care provides a dependable resource and toolkit that can help health care professionals answer the critical question: How well is our health care plan serving the needs of our customers?

The book contains black-and-white illustrations.

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Editorial Reviews

Doody's Review Service
Reviewer: Mary Ann Stump, BS, CPHQ (Blue Cross Blue Shield of Minnesota)
Description: This book presents a series of eight articles relevant to the development of consumer score cards for healthcare. The authors are all individuals who are members of the Oregon Consumer Scorecard Consortium who have particular expertise in health policy, health services research, health program evaluation, and/or healthcare delivery.
Purpose: The purpose is to present the "lessons learned" from the Oregon Consumer Scorecard Consortium Demonstration Project. The authors hope to provide a "road map" or description of the process of developing report cards to facilitate consumer choice in selecting managed care organizations and healthcare providers. The authors also intend to provide guidance and support to others who wish to develop such consumer report cards.
Audience: The audience consists of policy makers, healthcare administrators, healthcare providers, and health service researchers who are interested in developing or interpreting consumer report cards.
Features: The eight chapters cover different issues and perspectives relevant to developing consumer report cards. The first chapter provides an introduction to the issues of "reporting quality in a market driven healthcare system." This is followed by chapters that describe focus group efforts to elicit the dimensions of consumer preference. Theoretical and practical issues in measuring consumer preferences and care quality are then discussed. A concluding chapter highlights the lessons learned by the consortium. A very helpful appendix presents actual examples of the consumer guide developed through this project.
Assessment: This book contains important information and informative lessons in the rapidly evolving area of consumer-oriented report cards on healthcare organizations. It is strongest in its effort to provide the point of view and lessons learned from this specific consumer report card project. The more general chapters provide a helpful introduction for individuals new to the issues in this area. Likewise, the sections on the use of focus groups in the development of measures are interesting and helpful introductory material. Nonetheless, policy makers and health services researchers will need to look elsewhere for a current, in depth literature review on this large and complex subject. Similarly, group practice managers and other healthcare administrators hoping to develop their own consumer score cards will likely need other resources to develop their own consumer report card program.
Mary Ann Stump
This book presents a series of eight articles relevant to the development of consumer score cards for healthcare. The authors are all individuals who are members of the Oregon Consumer Scorecard Consortium who have particular expertise in health policy, health services research, health program evaluation, and/or healthcare delivery. The purpose is to present the ""lessons learned"" from the Oregon Consumer Scorecard Consortium Demonstration Project. The authors hope to provide a ""road map"" or description of the process of developing report cards to facilitate consumer choice in selecting managed care organizations and healthcare providers. The authors also intend to provide guidance and support to others who wish to develop such consumer report cards. The audience consists of policy makers, healthcare administrators, healthcare providers, and health service researchers who are interested in developing or interpreting consumer report cards. The eight chapters cover different issues and perspectives relevant to developing consumer report cards. The first chapter provides an introduction to the issues of ""reporting quality in a market driven healthcare system."" This is followed by chapters that describe focus group efforts to elicit the dimensions of consumer preference. Theoretical and practical issues in measuring consumer preferences and care quality are then discussed. A concluding chapter highlights the lessons learned by the consortium. A very helpful appendix presents actual examples of the consumer guide developed through this project. This book contains important information and informative lessons in the rapidly evolving area of consumer-oriented report cards onhealthcare organizations. It is strongest in its effort to provide the point of view and lessons learned from this specific consumer report card project. The more general chapters provide a helpful introduction for individuals new to the issues in this area. Likewise, the sections on the use of focus groups in the development of measures are interesting and helpful introductory material. Nonetheless, policy makers and health services researchers will need to look elsewhere for a current, in depth literature review on this large and complex subject. Similarly, group practice managers and other healthcare administrators hoping to develop their own consumer score cards will likely need other resources to develop their own consumer report card program.
Booknews
Members of the Oregon Consumer Scorecard Consortium relate the process and results of their attempts to create a method for determining consumer satisfaction in health care. Topics include reporting quality; scorecard development; consumer preferences; consumer needs; special populations; eliciting, measuring, and reporting consumer satisfaction; measuring quality of health care; and accountability. Includes a sample consumer guide to selecting a health plan. For health care professionals and administrators. Annotation c. by Book News, Inc., Portland, Or.

3 Stars from Doody
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Product Details

  • ISBN-13: 9780787940270
  • Publisher: Wiley
  • Publication date: 6/12/1998
  • Edition number: 1
  • Pages: 166
  • Product dimensions: 0.63 (w) x 6.00 (h) x 9.00 (d)

Meet the Author

PAMELA P. HANES Ph.D., is an associate professor, Department of Public Health and Preventive Medicine and associate director for research, Oregon Health Policy Institute, Oregon Health Sciences University, Portland, Oregon. MERWYN R. GREENLICK Ph.D., is professor and chair of the Department of Public Health and Preventive Medicine, School of Medicine, Oregon Health Sciences University. He is former director of the Kaiser Permanente Center for Health Research and vice president for research, Kaiser Foundation Hospitals.

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Table of Contents

Foreword
Preface
Acknowledgments
The Editors
The Contributors
1 Reporting Quality in a Market-Driven Health Care System 1
2 Oregon Consortium: A Model in Scorecard Development 23
3 Consumer Preferences: Issues of Perception and Measurement 35
4 Consumers Want Choice and Voice 49
5 Tailoring Choice Information to Special Populations 69
6 Eliciting, Measuring, and Reporting Consumer Satisfaction 77
7 Measuring Health Care Quality: The Process and Outcomes of Care 101
8 The Alchemy of Accountability: Science and Art of Consumer Scorecards 119
App. A A Consumer Guide to Selecting a Health Plan A-1
App. B A Request for Descriptive Navigational Information B-1
Name Index 159
Subject Index 163
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