TalkingQuality: Tools for Public Reporting www.talkingquality.gov

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TalkingQualityTools for Public
Reportingwww.talkingquality.gov

• Session 1B Quality and Patient Safety Reporting
  Tools
• AHRQ Annual Meeting
• September 27, 2007
• Dale Shaller, MPA
• Principal, Shaller Consulting
• Managing Director, National CAHPS Benchmarking
  Database
• d.shaller_at_comcast.net
• 651-430-0759

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What is TalkingQuality?

• A Web-based guide to developing reports on health
  care quality for use by consumers
• Designed for both experienced sponsors of public
  reporting as well as newcomers
• Initiated in 1999 by the Work Group on Consumer
  Health Information
• Currently maintained by Westat as part of the
  AHRQ Web site

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Work Group on Consumer Health Information

• Created in 1998 by AHRQ, CMS, and OPM
• Purpose To support public and private efforts
  to improve the communication of health care
  quality information to consumers
• Work Group Members
• Consumer advocates
• Health care providers
• Public and private purchasers
• Researchers
• Government representatives
• Experts in communication, quality, and social
  marketing

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3 Major Work Group Products

• Research and Action Agenda
• National Conference in 2000 on Informing
  Consumers About Health Care Quality New
  Directions for Research and Action
  (http//www.quic.gov)
• TalkingQuality Web site

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TalkingQuality Overview

• Audience Public reporting sponsors who provide
  information on health care quality to consumers
• Purpose Systematic guide to report development
  and dissemination, including
• Project planning and implementation
• Basic communication and design principles
• Practical examples to illustrate concepts
• Initial focus on health plan quality

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TalkingQuality Development

• 1999 Content development based on
• Experiences of report sponsors
• Experts in content areas and communications
• 2000 Site construction and user testing
• 2001 Public launch
• 2003 Editorial Board created to oversee
  expansion and revision

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TalkingQuality Home Page
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The Big Picture Project Planning and
Implementation Issues
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What to Say Content and Context
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How to Say It Presentation and Design
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Link to report design example
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Into The Hands of Consumers Dissemination and
User Support
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Refining What You Do Testing and Evaluation
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Planning Workbook
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TalkingQuality Use and Impact

• Use in first 2 years
• Over 30,000 unique visitors
• Almost 300,000 page views
• Examples of use
• Maine Health Management Coalition
• Connecticut Hospital Association
• National Business Coalition on Health

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Future Directions

• Addition of Report Card Clearinghouse in 2006
• Plan for updating content and examples through
  the CAHPS III project, including
• Application to provider-level reporting
• Evidence on the impact of public reporting
• Overhaul the search engine, site map, and overall
  structure to make more user-friendly
• Marketing and promotion How can we make more
  potential users aware of this tool?