Organizational-Level Consumer Engagement: What It Takes

Patients, families and caregivers bring valued and critical insights to health care organizations eager to provide the best possible care and experience for the patients and communities they serve. But health care organizations don’t always have the resources or know-how to do the hands-on work necessary to ensure the voice of the patient is both meaningful and influential throughout the organization.

To address these challenges, we partnered with the Health Care Transformation Task Force to take an in-depth look at three different health care organizations—Children’s Mercy Kansas City, Hudson River Health Care and Trinity Health. The information we gathered and the lessons we learned are contained in a new set of case studies that examine:

  • the array of engagement structures each organization employs
  • what it takes (staff, dollars and time) for them to implement and sustain these structures, and, most importantly
  • the impact of engagement structures on the organizations and the people and communities they serve.



Case Study: Children’s Mercy Kansas City

Case Study: Hudson River Health Care

Case Study: Trinity Health

The case studies, funded by the Robert Wood Johnson Foundation, lay out the nuts and bolts of what it takes to build meaningful consumer engagement. We hope this detailed information will help other health care organizations successfully adopt similar strategies.