TalkingQuality:TalkingQuality:Tools for Public ReportingTools for Public Reportingwww.talkingquality.govwww.talkingquality.gov

Session 1B: Quality and Patient Safety Reporting ToolsSession 1B: Quality and Patient Safety Reporting ToolsAHRQ Annual MeetingAHRQ Annual MeetingSeptember 27, 2007September 27, 2007

Dale Shaller, MPADale Shaller, MPAPrincipal, Shaller Principal, Shaller ConsultingConsulting

Managing Director, National CAHPS Benchmarking DatabaseManaging Director, National CAHPS Benchmarking Databased.shaller@comcast.netd.shaller@comcast.net

651-430-0759651-430-0759

What is TalkingQuality?What is TalkingQuality?

A Web-based guide to A Web-based guide to developing reports on health developing reports on health care quality for use by care quality for use by consumersconsumers

Designed for both experienced Designed for both experienced sponsors of public reporting as sponsors of public reporting as well as newcomerswell as newcomers

Initiated in 1999 by the Work Initiated in 1999 by the Work Group on Consumer Health Group on Consumer Health InformationInformation

Currently maintained by Westat Currently maintained by Westat as part of the AHRQ Web siteas part of the AHRQ Web site

Work Group on Consumer Work Group on Consumer Health InformationHealth Information

Created in 1998 by AHRQ, CMS, and Created in 1998 by AHRQ, CMS, and OPMOPM

Purpose: To support public and Purpose: To support public and private efforts to improve the private efforts to improve the communication of health care quality communication of health care quality information to consumersinformation to consumers

Work Group Members:Work Group Members: Consumer advocatesConsumer advocates Health care providersHealth care providers Public and private purchasersPublic and private purchasers ResearchersResearchers Government representativesGovernment representatives Experts in communication, quality, and Experts in communication, quality, and

social marketingsocial marketing

3 Major Work Group Products3 Major Work Group Products

Research and Action Research and Action AgendaAgenda

National Conference in National Conference in 2000 on 2000 on “Informing “Informing Consumers About Consumers About Health Care Quality: Health Care Quality: New Directions for New Directions for Research and Action”Research and Action” ( (http://www.quic.govhttp://www.quic.gov))

TalkingQuality Web siteTalkingQuality Web site

TalkingQuality OverviewTalkingQuality Overview Audience: Public reporting sponsors who provide Audience: Public reporting sponsors who provide

information on health care quality to consumersinformation on health care quality to consumers Purpose: Systematic guide to report Purpose: Systematic guide to report

development and dissemination, including:development and dissemination, including: Project planning and implementationProject planning and implementation Basic communication and design principlesBasic communication and design principles Practical examples to illustrate conceptsPractical examples to illustrate concepts

Initial focus on health plan qualityInitial focus on health plan quality

TalkingQuality DevelopmentTalkingQuality Development 1999: Content development based on:1999: Content development based on:

Experiences of report sponsorsExperiences of report sponsors Experts in content areas and communicationsExperts in content areas and communications

2000: Site construction and user testing2000: Site construction and user testing 2001: Public launch2001: Public launch 2003: Editorial Board created to oversee expansion 2003: Editorial Board created to oversee expansion

and revisionand revision

TalkingQuality Home PageTalkingQuality Home Page

The Big Picture: Project Planning and The Big Picture: Project Planning and Implementation IssuesImplementation Issues

What to Say: Content and What to Say: Content and ContextContext

How to Say It: Presentation and How to Say It: Presentation and DesignDesign

Link to report design Link to report design exampleexample

Into The Hands of Consumers: Into The Hands of Consumers: Dissemination and User SupportDissemination and User Support

Refining What You Do: Testing and Refining What You Do: Testing and EvaluationEvaluation

Planning WorkbookPlanning Workbook

TalkingQuality Use and TalkingQuality Use and ImpactImpact

Use in first 2 years:Use in first 2 years: Over 30,000 unique visitorsOver 30,000 unique visitors Almost 300,000 page viewsAlmost 300,000 page views

Examples of use:Examples of use: Maine Health Management CoalitionMaine Health Management Coalition Connecticut Hospital AssociationConnecticut Hospital Association National Business Coalition on HealthNational Business Coalition on Health

Future DirectionsFuture Directions

Addition of Report Card Clearinghouse in Addition of Report Card Clearinghouse in 20062006

Plan for updating content and examples Plan for updating content and examples through the CAHPS III project, including:through the CAHPS III project, including: Application to provider-level reportingApplication to provider-level reporting Evidence on the impact of public reportingEvidence on the impact of public reporting Overhaul the search engine, site map, and Overhaul the search engine, site map, and

overall structure to make more user-friendlyoverall structure to make more user-friendly Marketing and promotion: How can we make Marketing and promotion: How can we make

more potential users aware of this tool?more potential users aware of this tool?