Consumer Engagement Depends On Consumer Experience

Executives of every health care organization, from payers to health plans to provider organizations to clinical professionals, are focused on improving consumer engagement. Consumer engagement is defined as the actions consumers take to become better informed and more directly and proactively involved in decisions and behaviors that affect their health (see Health Care Consumer Engagement).

The reasons are straightforward: consumer engagement improves health outcomes. Less consumer engagement often translates into more inappropriate use of expensive services (see Making Consumer Engagement A Reality and Engaging Consumers To Improve Outcomes: Bringing Patient Engagement To Population Health).

We had a deep dive into . . .