“Real World” Consumer Engagement – The Spectrum Human Services Experience

Of all the primary concerns that are driving the use of performance measures—consumer engagement stands out as one that many provider organizations know is important, but due to a failure of strategic vision, have failed to bake into their operations and methods for providing services. “Engagement” strengthens the “emotional, psychological, and physical investment that a consumer has” in their health care provider organization (see The Four Challenges To Achieving Customer Engagement), and for those organizations that invest in this approach, it becomes a critical element for achieving improved health outcomes (see Less Consumer Education Demands More Consumer Engagement).

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