Consumer Engagement in the Quality Measurement Enterprise

The Center co-authored with the RAND Corporation: Engaging Consumers in the Quality Measurement Enterprise.

Quality measurement is critical for helping providers, purchasers, payers and consumers of care identify high-quality care and improve the quality of care. The opportunities and challenges for consumers to engage in quality measurement warrant careful examination. This report addresses concerns of consumer advocates about making quality measurement more consumer centered. The report explores the experience of consumer advocates in engaging with quality measurement, identifies barriers to effective consumer engagement, and suggests ways to address those barriers. This report is intended for decisionmakers in quality measurement organizations and for consumer advocates.

We at the Center have observed that quality measurement work is less successful when consumers and communities are not involved, or when they have been involved superficially. When consumers and communities notice that the process is not working well for them, they are less likely to support implementation and use of quality measures. In our experience, consumer engagement in all stages of quality measurement can address these concerns, but success depends on both measurement leaders and consumer advocates. In this report, we explored quality measurement in discussions with consumer advocates. The recommendations in this report can help the leaders of quality measurement efforts and consumer advocates work together to improve the development, implementation, and use of quality measures.

This report was informed by our network of state-based consumer advocates. We want to express our sincere gratitude to them for taking time out of their busy lives to discuss their experiences engaging in quality measurement. Their insights have shaped a report that explores the experience of consumer advocates in engaging with quality measurement, identifies barriers to effective consumer engagement and suggests ways to address those barriers.

We have created two companion resources: