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Engaging Patients with User-Friendly Data

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Engaging Patients with User-Friendly Data
By John Rother, Executive Vice President for Policy and Strategy, AARP

Patients who are informed and involved play a vital role in health care delivery. In order to increase awareness among patients it is important that providers are willing to be somewhat transparent in terms of quality and cost. In reality very few patients use available information on quality and cost which could help them become smarter consumers. Insurance companies and providers have been quick to make improvements and make most decisions for patients. Hospitals have responded well when there have been reports of problems with care. For consumers to be more involved they have to be given specific information at the point of care that has meaning for them. This translates to information that is easy to understand and specific to the current diagnosis. Data should be risk assessed when appropriate, should be user friendly and standardized so any number of providers could easily compare them. While consumers largely go by a hospital’s reputation for making decisions, some may be interested in specific clinical data pertaining physician responses in an emergency situation etc. .
Some patients are unable to take advantage of relevant available information. They could be stressed and vulnerable and not have time to research providers or compare data. Not all patients are capable of participating in the complex decision making with their doctors. In such a situation it becomes very unclear to the patient when a decision has been made or what choices are available. This could be resolved by engaging patients and their family by encouraging transparency. Health care leaders, policymakers, stakeholders need to come up with ways to rate the quality of the overall experience of care. The Centers for Medicare &
Medicaid Services' Hospital Compare is a constructive step in this direction. In summary, however, the information landscape remains confusing and incomplete, due inconsistencies and difficulties in assembling meaningful data. Health information technology will constructively address these issues. It will enable quality information that consumers could access easily and make informed choices. These patients and their caregivers can be a powerful force to improve the system. Due to this transparency patients’ trust in the system will increase and quality of care will improve.
Even then hospitals, doctors and insurers all have a responsibility in using quality information to improve the system.

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